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AI support agents handle return requests end-to-end—verifying eligibility, generating return labels, processing refunds, and managing exceptions—without human agent involvement for straightforward cases.
Returns and refunds account for 20–30% of support ticket volume in ecommerce. Each return request requires checking eligibility (purchase date, condition, return policy), generating a label, processing the refund, and updating inventory. Agents spend 8–12 minutes per return on repetitive verification and system updates. During peak seasons, return queues back up for days.
The AI agent verifies return eligibility against your policy (automatically checking purchase date, item category, and return window), asks for reason and condition, generates prepaid return labels, initiates refunds upon return confirmation, and handles exceptions like partial refunds or exchanges. It escalates edge cases (damaged items, warranty claims) with full context.
Define your return policy in the system: return windows by category, condition requirements, restocking fees, exchange options, and exception rules. Map refund methods (original payment, store credit) to scenarios.
Connect your order management system and shipping provider. The agent looks up orders, verifies purchase details, and generates return labels programmatically.
Deploy on your support channels (chat, email, help center). Monitor resolution rates, escalation reasons, and customer satisfaction. Refine policy rules based on common edge cases.
Intercom, Gorgias, Ada CX. See the full list on the AI Support Agent pillar page.