E-commerce and retail · Sample scenario
Organizing return and exchange requests
A return request is linked to the order, checked against the rules and reaches the responsible staff member with complete data.
Problem
Return details get scattered across email, messages and calls, and the same customer is asked for information again and again.
How it works today
The customer writes through different channels, a staff member finds the order by hand, asks again for photos and the reason, and keeps the decision in the message thread.
What this scenario changes
The request arrives through one form, the order is found, the return window and terms are checked by rules, missing details (reason, photo) are requested once, and the completed request goes to the responsible staff member.
The process step by step
- Return request: A form is submitted
- Order found: Purchase date and product
- Reason classified: Defect / size / change of mind
- Rules checked: 14-day window, category
- Within the rules?: Is this a standard return
- Request created: Sent to the helpdesk with full data
- Instructions to the customer: Next steps are sent
Exception path
- Responsible staff member decides: The exception is reviewed individually
- Customer waits: Review time is communicated
The role of AI
Sorts the reason the customer wrote into a category (defect, size, change of mind) and identifies missing information.
Human approval and exceptions
For cases outside the rules, disputed cases or high amounts, only the responsible staff member decides.
Frequently asked questions
Can AI reject a return?
No. Non-standard cases are not rejected automatically; they go to the responsible staff member.
Is a photo always required?
Only when the reason is a defect or damage; it is not required for a size exchange.
Which system holds the request?
Your existing helpdesk, linked to the order number.