Handles return and refund workflows against policy rules with clear escalation thresholds.
Activation complexity
Medium
Time to activate
10-21 days
Volume share
10-20% of commerce-client role volume
Impact range
20-50% faster cycle
Inherited pricing
€0.30 – €0.90 per ticket handled
This capability shares the Support Agent's metered unit. A ticket handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Refunds & Returns Processing handles the post-purchase complexity that drags commerce support teams. The agent validates request type, checks order and policy eligibility, gathers the details a human would otherwise collect, and routes fraud-flagged or high-value cases to manual review.
Workflow summary
Validates request, checks order and policy eligibility, gathers required details, routes exceptions.
Stages
Decision logic
Applies policy conditions to determine whether to approve, request clarification, or escalate.
Systems and data
{Shopify,"returns platform","help desk","order management"}
{"order status","SKU rules","policy conditions","shipment and return state"}
Exceptions & human handoff
Fraud risk, policy conflicts, and high-value cases move to human review before action.
Fraud flags, policy conflicts, high-value orders, ambiguous return reason.
Readiness
Clear refund and return rules, order-system access, named exception-queue owner.
Owner on client side · CX Ops Lead
Impact contribution
15-30% of deflected commerce volume when activated.
Primary KPI · Refund-cycle-time reduction · 20-50% faster cycle
Prerequisites
Activating Refunds & Returns Processing in production requires the following capabilities to be live first. Ordering matters — routing and classification quality propagate.
The chat opens with Support Agent and Refunds & Returns Processing pre-selected. You can add other capabilities during the conversation.