Customer service
Ticket triage and routing
Every new ticket is tagged, prioritized and sent to the right person or queue, so urgent issues stop sitting in a shared inbox.
Automation
Customer service · Agent
Returns and refund handling
AI returns and refund handling for online stores
Return requests are checked against your policy and the order, labels and refunds are prepared, and only the edge cases reach your team.
01 today
The problem
Each return means opening the order, checking the date and reason against the policy, emailing for photos and creating a label. Busy weeks leave customers waiting days for an answer. Refunds sometimes go out before the item is back, or not at all.
02 the run
What the AI does
- Step 1: Reads the return request from email, chat or your returns portal and finds the order in Shopify.
- Step 2: Checks the purchase date, item condition and reason against your written returns policy.
- Step 3: Asks for photos when the reason is damage or a fault, and logs them against the order.
- Step 4: Creates the return label in ShipStation and tells the customer exactly what to do next.
- Step 5: Prepares the refund, exchange or store credit once the warehouse marks the item as received.
- Step 6: Tags repeat fault reasons by product so buying and quality teams can see them.
paused: waiting for a person to approve
03 human in the loop
Where a person approves
A team member approves every refund above a set value, every exception to policy and any case where the item has not been received.
04 after
What changes
Customers get a clear answer quickly and refunds match what came back. Your team handles the unusual cases, not the routine ones.
Results from a real build
[CASE STUDY] We only publish results we can name and check with the client.
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Tell us how your business runs. We'll tell you where AI fits.
A free 30-minute call. You talk, we ask questions, and you leave with a few concrete ideas — or an honest answer that AI isn't the right fix yet.
Working with teams in the United States, United Kingdom and Australia.