A shopper clicks "Return / Exchange" or types "I need to return this."

Example: "The hoodie doesn't fit" or "This arrived damaged."

It asks for a simple identifier (email + order number) and pulls the correct order automatically.

Example prompt: "What's the email on the order and your order number?"

Example outcome: It finds Order #18492 with 2 items and delivery date.

The customer selects: item(s) to return, reason, preferred outcome: exchange / store credit / refund. If needed, it requests a photo for damage claims.

Example:

• Item: "Classic Hoodie – Large"
• Reason: "Too small"
• Outcome: "Exchange for XL"

Damage example: Reason: "Arrived damaged" → "Upload a quick photo of the tear so we can approve immediately."

It checks rules like return window, final sale exclusions, condition requirements, and exchange availability.

Examples:

• ✅ "Eligible: delivered 12 days ago and within our 30-day window."
• ❌ "Not eligible: 'Final Sale' items can't be refunded. I can offer store credit instead."
• ⚠️ "Exchange size XL is currently out of stock. Want store credit or a refund?"

It confirms the choice, provides next steps, and sets expectations.

Return example: "Confirmed: refund return for the hoodie. Here's your return label and instructions. Once it's scanned, you'll see updates. Refund is issued after processing."

Exchange example: "Confirmed: exchange to XL. We'll ship your replacement as soon as the return is scanned (or after it's received, depending on policy)."

Customers can ask "what's the status?" and get an instant answer. If anything stalls, it flags your team automatically with full context.

Customer examples:

• "Has my return been received?" → "Yes—received yesterday. Processing now."
• "Where's my refund?" → "Refund is scheduled after processing. Current status: received, pending inspection."

Stuck-case examples:

• Label created but no scan after 5 days → escalates to support with order + customer + status
• Return marked received but not processed after 48 hours → escalates
• Exchange requested but replacement out of stock → escalates with recommended next option

When the return/exchange is completed, inventory updates so stock counts remain correct.

Examples:

• Return processed → "Hoodie – Large" goes back into available inventory (if it's restockable).
• Exchange completed → the "XL" is allocated/shipped and the returned size is restocked when processed.

You can see what matters operationally, not vanity numbers.

Example reporting:

• "62% of returns handled self-serve (no ticket)"
• "Top reasons: size (41%), damaged (12%), changed mind (9%)"
• "Exchange vs refund: 38% exchange, 22% store credit, 40% refund"
• "Stuck cases: 7 total, avg resolution time 9.5 hours"