Returns and orders, resolved the way your best agent would.
The Returns & Orders agent checks the delivery date against your return window, confirms item conditions, starts exchanges and refunds inside your limits, and tells customers exactly where their parcel is.
Resolves
- Return-window checks
- Size and colour exchanges
- Refund eligibility
- Order tracking
- Pre-dispatch edits
- Damaged item claims
Hands off
- Refunds above your approval limit
- Suspected fraud or abuse patterns
- Final-sale exceptions
- Customers who ask for a person
What it handles
Built around the questions your team already answers.
Return-window checks
Reads the actual delivery date from the order, not the order date, and applies your window per category, including extended festive windows.
Exchange flows
Checks stock for the new size or colour before offering it, drafts the exchange and books the pickup once the customer confirms.
Refund eligibility
Applies your conditions for unworn, tagged or opened items, and refunds to the original method, UPI, card or store credit, as your policy says.
Order tracking
Pulls courier status, explains what a scan actually means, and sets a delivery alert instead of asking the customer to check back.
Pre-dispatch edits
Changes addresses, pincodes and items while the order is still packable, and stops cleanly once it has shipped.
Damaged and missing items
Requests a photo, checks it against the order, and queues a replacement or refund under your damage rules.
Worked example
One return request, end to end
A customer writes in nine days after delivery about a shirt that doesn't fit.
Outcome
Resolved in one conversation. No ticket, no refund processed, stock reserved for the replacement.
- Customer 10:02
“I want to change this. It's too tight.”
- System 10:02Order record
Order #4821 matched to the customer's email. Delivered 19 Sep, 9 days ago.
- Agent 10:02Within window
“Reads the message as an exchange for fit, not a refund. Checks Returns policy 2.1: unworn items, 30 days from delivery.”
- System 10:02Catalog
Stock check on Linen overshirt: size L available, size XL available.
- Agent 10:03
“I can start an exchange for you. Would you like size L or XL?”
- Customer 10:04
“L please.”
- Agent 10:04Exchange created
“Done. Your pickup is booked for tomorrow between 10 AM and 2 PM, and size L ships as soon as it's collected.”
Intents covered
Mapped before you connect anything.
Returns
Exchanges
Orders
Refunds
Limits you set
The agent acts. You decide how far.
Refund without approval
Above this, the refund is prepared and routed to your team.
Exchanges
Outside the window, the agent offers what your policy allows.
Final-sale items
The agent explains the rule and never makes an exception.
Address changes
After dispatch, it shares courier options instead.
Values shown are starting defaults. Every limit is editable per workspace.
Questions
About the Returns & Orders agent
Where does the agent get order data from?
From the order and catalog sources you connect during grounding. The agent reads order status, delivery dates and stock at the time of the conversation.
Can we have different return windows by category?
Yes. Windows, conditions and refund methods can be set per category, collection or tag, and the agent applies whichever matches the item.
What happens if a customer has returned a lot of items?
You can set a return-count threshold. Above it, the agent stops offering automatic refunds and hands the conversation to your team with the history attached.
Which question fills your inbox?
Pick the one that sounds most like your customers. We'll set you up with that agent first.