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Inbound: the customer calls

Return windows and protection plan questions answered

"Can I return this TV?" and "Is my plan still good?" get the same clear answer every time, read from the sale and your terms. A customer who disagrees reaches the manager with the story already told.

When it starts

A customer asks about a return, an exchange, a restocking fee or what their protection plan covers.

What the agent does

Reads the sale date and your terms, explains what applies, starts the return or plan claim.

What your team gets

Fewer return calls at the counter, and disputes handed to the manager with context.

How it works

  1. Finds the sale

    By name, phone or receipt number, with the item, the purchase date and any plan sold with it.

  2. Reads the terms that apply

    The return window for that item, whether it's opened, restocking fees, and final-sale rules for open-box units, as written.

  3. Starts the return

    If it qualifies, it books the drop-off or a pickup on the delivery route and texts what to bring.

  4. Explains the plan

    What the protection plan covers, when it ends, whether it's the maker's or yours, and how to make a claim.

  5. Offers the plan before it lapses

    If the maker's warranty is ending and your store sells plans after purchase, it explains the option once, plainly.

  6. Hands off disputes

    A customer who disagrees with a refused return is warm-transferred to the store manager with a short private summary.

Example call

  1. CustomerI bought a 65-inch TV three weeks ago and I want to return it. It's just too big for the room.
  2. AI agentThat happens. Let me look. Is it the Samsung bought on the 2nd?
  3. CustomerThat's the one.
  4. AI agentTVs can come back within 30 days with all the packaging, and opened ones have a 15 percent restocking fee. You're within the window.
  5. CustomerFifteen percent? Nobody told me that.
  6. AI agentI understand. It's on the back of the receipt, but I'd like the manager to talk this through with you. Can I put you through to Dianne?
  7. CustomerYes, please.
  8. AI agent(privately, to Dianne) Mr. Fraser, Samsung 65-inch bought on the 2nd, wants to return it as too big. Upset about the restocking fee, says it wasn't mentioned. Connecting.

After the call: Dianne picks up knowing the TV, the date and the fee dispute. She offers an exchange for a 55-inch with no fee, and the call summary is saved on Mr. Fraser's sale.

What your team gets

  • Return and exchange answers read from the sale and your terms
  • Returns booked for drop-off or pickup on the route
  • Protection plan coverage and end dates explained
  • Disputed returns put through to the manager with a summary
  • A record of every return question, by product
Set up with you: The team loads your return, restocking, open-box and plan terms, and sets up a connection to your point of sale and protection plan provider so the agent reads each sale and its coverage.

Questions

Will it refuse a return?

It explains your terms. If a customer disagrees, the manager decides, and it puts them through.

Does it sell protection plans?

It explains them once when it fits, like a warranty about to end. It never pushes.

Can it start an exchange?

Yes. It books the swap on the delivery route or a drop-off, by your rules.

Hear it on your phone

Request a demo call and the agent phones you, set up for appliance and electronics stores like yours.

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