Guide returns and exchanges to the right outcome.

Each return ends in the right outcome for the order, an exchange, credit or refund, with the warehouse and your books agreeing.

Start with a support review How it works

Return reasons feed the next fix

Sound familiar?

Agents check the policy, then the order, then stock, before they can answer.
A refund goes out before the parcel is back.
Customers who wanted a different size get a refund because that’s easiest.

Every refund that could have been an exchange is a sale you gave back, and every refund before the parcel returns is a risk.

What changes.

TodayWith the engine

Eligibility: Checked by hand against the policyChecked against the policy version in force, with the date
Options: A refund by defaultExchange, credit or refund, by what’s in stock and the policy
Warehouse: A label and a hopeA return the warehouse expects, with a reason
Refund: Issued when the agent remembersIssued once, when the return arrives

How it works. 6 steps, 4 stages.

AI2
Rules and automation3
Your team1
Approval

1Ask
1. AI
  Understand what the customer wants
  A different size, a different product or their money back, in their own words.
  - Gorgias
2Check
1. Rules and automation
  Check the order, the window and the policy
  Delivery date, item condition rules and the policy version in force.
  - Shopify
3Offer
1. AI
  Offer the options that fit
  An exchange, credit or refund, with what’s in stock.
2. Your teamApproval
  Decide outside the policy
  Late returns and goodwill go to a person, with the facts attached.
4Settle
1. Rules and automation
  Send the label and tell the warehouse
  The return is expected, with a reason code.
  - ShipBob
  - Shopify
2. Rules and automation
  Refund or credit when it arrives
  One refund, issued once, after the return is received.

Return reasons feed the next fix

What you get. Real work, every week.

Return requestsPolicy RET-13 · 30 days

O-8390 · Trail pantToo long · size 32 in stock$110Exchange
O-8402 · Canvas field jacketDay 26 · inside the window$168Refund on receipt
O-8377 · Merino crewDay 41 · outside the window$98Team decides

Every request, with the policy version it was judged on. Only the late ones reach your team.

Return path · O-8402

Eligible: day 26 of 30
Label sent
Warehouse expects the parcel
Parcel receivedRefund follows
Refund issued once

A return is done once the parcel and the refund agree, which is later than the label.

Fernway OutfittersToday · 10:20 am

Want the 32 instead?

We have the 32 in stock. Reply “exchange” and we’ll send it with a return label for the 34, or choose a refund of $110 once the 34 is back with us.

Trail pantSize 32 · in stockExchange for the 32

Offered because the size is in stock

The exchange offer, sent when the size is in stock.

How you’ll know it’s working.

Time from request to outcome
How long the customer waits for a decision and a label.
Returns kept as exchange or credit
The value you kept, on top of faster refunds.
Refunds issued before the return arrived
A direct measure of risk you’re carrying.

Baselines agreed before we build.

Works with what you have.

Commerce

Shopify

Fulfillment

ShipBob
AfterShip

Support

Gorgias
Zendesk

We configure first: Shopify’s returns tools or your returns portal already handle labels and receipt. We set the policy, the exchange options and the messages there first.
We build when: Eligibility depends on rules the portal can’t hold, or the exchange, the warehouse and the refund don’t agree.

What a first build includes.

Built in your accounts, around your team. Scope, fee and baseline agreed before we start.

1Design
2Build
3Run it, or hand it over

Start with a review Scope this build

We build

Eligibility rules from your current policy
Exchange and credit options that check stock
A return the warehouse expects, with a reason code
Refund-on-receipt with no double refunds

We start from

Helpdesk, Shopify and returns portal access
Your returns policy and its versions
Warehouse receiving data
A month of return requests

From your team

Owner: CX lead, with the fulfillment lead
Involves: Customer service
Fulfillment
Finance

Questions teams ask.

Will the AI approve returns outside our policy?

No. It applies the policy version in force, and anything outside it goes to a person with the facts attached. You set the limits.

Do exchanges need a separate process?

The same path. An exchange order is created and the return is expected. Nothing is refunded until the return arrives, unless you choose otherwise.

Who owns it once it’s running?

You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with the fulfillment lead. We can keep running it with you, or step back.

How do we start?

Usually with a support review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly.