Automate Refund & Return Processing
Resolve refund and return requests in minutes — AI verifies eligibility, issues authorisations, triggers refunds, and keeps customers informed automatically.
Time savings
| Task | Manual | Automated |
|---|---|---|
| Receiving and logging a return request | 10 minutes | 30 seconds |
| Verifying order eligibility and return policy | 8 minutes | 20 seconds |
| Issuing return authorisation and instructions | 12 minutes | 1 minute |
| Processing refund in payment system | 15 minutes | 2 minutes |
| Notifying customer of refund status | 5 minutes | 0 minutes (automated) |
Process breakdown
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Receive and classify return request
AutomatedAI agent captures return requests submitted via WhatsApp, email, or a web form, extracts the order number and reason, and classifies the request type — refund, exchange, or store credit.
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Verify order and policy eligibility
AutomatedAgent checks the order in Shopify to confirm purchase date, item condition eligibility, and whether the request falls within the return window defined in your policy.
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Handle exceptions with human review
HumanRequests that fall outside the standard return window, involve high-value items, or cite disputed reasons are flagged for a customer service manager to review before proceeding.
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Issue return authorisation
AutomatedFor eligible requests, the agent generates a return merchandise authorisation (RMA) number and sends the customer clear return instructions, including the UAE return address and courier guidance.
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Process refund or exchange
AutomatedOnce return receipt is confirmed, the agent triggers the refund via Stripe or issues an exchange order in Shopify, and logs the transaction in Xero for reconciliation.
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Notify customer and close ticket
AutomatedThe customer receives a WhatsApp or email confirmation of their refund amount and expected processing time, and the Zendesk ticket is automatically closed with resolution notes.
Instant Eligibility Check
AI verifies the order against your return policy in seconds — checking purchase date, item type, and condition — before any manual effort is spent.
Automated RMA Issuance
Eligible returns receive a return merchandise authorisation number and step-by-step instructions automatically, reducing back-and-forth with customers.
Exception Escalation
Out-of-policy or high-value return requests are flagged for human review before any action is taken, protecting your business from fraudulent claims.
Refund Triggering
Once a return is confirmed, the agent triggers the refund directly in Stripe or issues an exchange in Shopify — no manual payment processing required.
Customer Status Notifications
Customers receive real-time WhatsApp or email updates at each stage — authorisation, receipt confirmation, and refund processing — reducing inbound enquiries.
Accounting & Ticket Sync
Every refund is logged in Xero for reconciliation and the support ticket in Zendesk is closed automatically with a full resolution record.
FAQ
Can the agent handle both full refunds and partial refunds?
Yes. The agent supports full refunds, partial refunds (e.g. for items returned without original packaging), and store credit issuance, based on rules you configure in your return policy settings.
How does the system handle customers who submit return requests in Arabic?
The agent processes requests in both Arabic and English, extracting order details and reason codes regardless of language, and responds to the customer in their preferred language.
What happens if a customer claims they never received their order but the system shows it as delivered?
The agent flags the discrepancy and routes the case to a human agent for investigation, rather than automatically approving the return, protecting against fraudulent non-delivery claims.
Can return policies differ by product category or brand?
Yes. Multiple return policy rules can be configured — for example, electronics with a 7-day window versus apparel with a 30-day window — and the agent applies the correct policy based on the item in the order.
How are UAE consumer protection regulations handled?
The agent is configured to respect UAE Consumer Protection Law requirements, including mandatory return windows for defective goods, ensuring your process remains compliant by default.
Turn returns from a cost centre into a loyalty moment
Deploy an AI agent that handles your entire refund and return workflow — fast, consistent, and compliant — so your support team focuses on complex cases, not routine processing.