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E-commerce & Retail · agent

Returns & refunds agent

It handles a return from the first message to the refund: checks the order, reads your return policy, runs a fraud check, creates the label, and issues the refund — on its own for routine cases, and with approval for anything sensitive.

See it in action → All E-commerce & Retail agents
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Returns & refunds agent

E-commerce & Retail agent
What it doesAnswers, acts & moves money
Works withOrder system · payments
ChannelsWeb, email, WhatsApp, chat
Grounded byyour returns policy
Action levelFinancial
In practice

A resolution, start to finish.

No forms, no queue, no hold music — the agent understands, checks your data, and completes the task in the same conversation.

U
“My headphones from order #12345 arrived damaged. I’d like a refund.”
W
On it — let me check that now.
◎ Look up the order⚙ Create the return✓ Resolved
W
All done — you’re sorted. Anything else I can help with?
How it works

From first message to resolved.

The agent runs the full loop — understand, ground in your data, decide, act with the right approvals, then record and learn.

The agent Grounded retrieval Safety & approvals
1 · Trigger
The customer reaches out“My headphones from order #12345 arrived damaged. I’d like a refund.”
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2 · Understand
Read intent & detailswhat’s being asked, and the specifics
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3 · Gather · in parallel
Look up the orderitems, value, date, status
Check the policyreturns rules, cited
Run a fraud checkserial-returner & risk signals
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4 · Decide
Apply your rulesEligible, inside the window, low risk, and under your auto-approve limit?
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5 · Safety check
Guardrails & approvalsensitive actions pause for a person; PII protected
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6 · Act
Create the returnRMA & prepaid label
Issue the refundto the original payment method
Reply to the customerclear, grounded, resolved
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7 · Record & learn
Log & improvefull audit trail; better next time
Who does what

Automatic when it’s safe. A person when it matters.

The agent handles auto

  • Inside your return window
  • Refund under your auto-approve limit
  • Low fraud risk, normal history

Routed to a person human

  • Refund above your approval limit
  • Fraud or serial-return signals
  • Outside policy, or a high-value customer
Data & actions

What it reads, and what it does.

Reads

data

Order details and status, your return policy, and the customer’s return history.

Does

action

Creates the return and prepaid label, and updates the order status.

Moves money

payment

Issues the refund to the original payment method, after the checks pass.

Built-in guardrails

Safe by design.

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Cards handled securely, never exposed

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Refunds above your limit pause for approval

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Full audit trail on every action

More E-commerce & Retail agents

The rest of the E-commerce & Retail team.

Order & WISMO agent

It answers “where is my order?” end to end.

Order system · carriersView agent →

Product discovery & recommendations

It shops for the customer.

Catalog · storefrontView agent →

Cart recovery agent

It notices hesitation and abandoned carts and follows up in the moment .

Storefront · marketingView agent →

Post-purchase & subscriptions

It looks after the customer after checkout.

Order system · billingView agent →

Dispute & chargeback triage

It handles chargebacks and disputes end to end.

Payments · back-officeView agent →

See the returns & refunds agent working on your data.

Book a short demo and watch it resolve a real E-commerce & Retail interaction, end to end.

Put this agent to work → See the platform