Size exchanges started and return labels emailed
A shopper whose medium is too small wants a large, not a refund. The agent checks the order is inside your window, holds the large so it doesn't sell out, and emails the return label before they hang up.
A shopper calls to exchange or return something they ordered.
Checks your window and rules, holds the new size, starts the return, emails the label.
Exchanges kept as sales, with the return request already started for the returns team.
How it works
- Finds the order and item
Order number and email, then which item and why: too small, too big, changed their mind, arrived damaged.
- Checks your rules
Days since delivery, tags on, final-sale items. Your policy, read as written.
- Holds the new size
For an exchange, it checks the size they want is in stock and holds one so it doesn't sell while the parcel travels.
- Starts the return
Creates the return in your returns system and emails the prepaid label or drop-off code, as your store does it.
- Says what happens next
When the new size ships, or how long a refund takes to show, from your own policy.
- Logs damage properly
A damaged item gets a text asking for a photo, and the report goes to your team.
Example call
- CustomerHi, I ordered a medium hoodie and it's way too small. Can I swap it for a large?
- AI agentSorry it didn't fit. Exchanges are free within 30 days with the tags on. Can I have the order number and the email?
- Customer10512, jen.boucher at gmail.
- AI agentThanks, Jen. Bad news first: the large in charcoal sold out this morning. I can start the return now and put you on the waitlist for the large, or swap to the large in navy, which is in.
- CustomerI really want the charcoal. Waitlist, please.
- AI agentDone. I've started the return and emailed you a prepaid label. You're first on the list for the charcoal large, and I'll call you the moment it's back.
After the call: The return for the medium is open with the label emailed, and Jen is first on the waitlist for the large charcoal hoodie with a note that she wants a call.
What your team gets
- Returns and exchanges started on the call, labels emailed
- The new size held so exchanges stay sales
- Final-sale and out-of-window items handled by your rules
- Damage reports with photos for your team
- Reasons for returns logged by product
Questions
Can it approve a return outside the window?
No. It reads your policy. Anything outside it goes to your team as a request.
Does it issue refunds?
No. It starts the return. Refunds are issued by your team when the parcel arrives.
What about damaged items?
It texts the shopper a link to send a photo, and sends the report to your team for a decision.
Hear it on your phone
Request a demo call and the agent phones you, set up for online stores like yours.