AI Commerce Agent

Returns & Exchanges Agent

Resolves return, exchange, and warranty threads without parking customers in a backlog. The agent understands policy, inventory, and finance guardrails so every disposition is auditable.

Book a live demoReview workflows
Impact signals

Returns without the backlog

Fully-guarded approvals, instant RMAs, and finance-ready logs.

Tickets automated
78%

+22 pts CSAT vs. outsourced queue

Refund approvals
< 90 sec

-4.2 min avg handle time

Chargeback risk
0.3%

Guardrailed by policy, mission memories, and SOC2 logs

Label accuracy
99.4%

Tags RMA + warehouse instructions automatically

Capabilities

Built for high-volume returns desks

Every skill ships with policies, tone, and mission memories tuned to your brand.

Policy-grounded decisions

Understands SKU-level routing, restocking fees, and geography based on your policy playbooks.

  • Looks up product family rules and validates imagery or serial numbers.
  • Escalates high-risk requests to Slack with reasoning.
  • Keeps a ledger of approvals for finance and planning.

Instant label + RMA creation

Issues prepaid labels or QR codes while syncing warehouse instructions and restock statuses.

  • Creates Loop, Returnly, or Happy Returns tickets without screen scraping.
  • Attaches HS codes, hazmat notes, or brand packaging tips.
  • Updates inventory buffers so planners see impact instantly.

Warranty + fraud controls

Verifies order age, velocity, and prior claims before releasing refunds or replacements.

  • Flags serial mismatches or high-risk regions.
  • Requests supervisor approval for large dollar amounts.
  • Writes a complete audit trail directly to the helpdesk.
Playbooks

Workflow blueprints

Pick pre-built flows or hand us your current SOP.

Self-serve portal
LoopShopifyRecharge

Guided exchange concierge

Surfaces inventory-aware exchange options within Loop or Recharge hosted flows.

  1. Authenticates shopper via branded portal or secure link.
  2. Suggests cross-sell or size adjustments using product knowledge.
  3. Confirms shipping label + sends proactive Slack summary to CX lead.
Shoppers finish the exchange in under two minutes without emailing support.
Agent assist
GorgiasZendeskVision API

Damage + photo verification

Processes image uploads, classifies issues, and routes correct resolution.

  1. Classifies the damage type against policy thresholds.
  2. Checks order lineage for similar tickets or fraud indicators.
  3. Approves replacement or asks for more context automatically.
Keeps humans focused on brand exceptions while the agent handles the busywork.
Finance sync
NetsuiteQuickBooksSnowflake

Refund batching + ledger

Posts daily summaries with GL codes so controllers can reconcile in seconds.

  1. Bundles approved refunds with corresponding policy citations.
  2. Pushes journal entry recommendations to finance stacks.
  3. Maintains mission-level audit logs for SOC2 and KYC reviews.
Finance sees exactly what was returned, why, and who approved it.
Proof

Why CX and finance teams trust the agent

Benchmark

84% deflection

Return queue relief

Combined email + chat deflection for mid-market Shopify brands within 45 days.

Based on 12 merchants processing 210k return contacts.

Quality

4.9 / 5 CSAT

Customer-loved outcomes

Shoppers get proactive updates, instant RMAs, and status pings without re-contacting.

Requires mission memories + tone guards configured during onboarding.

Finance-ready

100% auditable

Compliant refund ledger

Every approval, reason code, and SLA timestamp is logged with reviewer context.

Feeds SOC2 / KYC reviews with zero manual exports.

Ready to deploy

Stand up the Returns & Exchanges Agent in under 3 weeks

Includes Loop or Returnly integrations, refund guardrails, and SOC2-ready logging.

Book a working session