Retail & E-Commerce – Product Feedback & Returns Workflow
A customer wants to return running shoes. Uptaik figures out whether it is a sizing issue, a defect, or buyer's remorse, and routes to the right resolution. Exchanges go up, unnecessary refunds go down.
Customer Trigger
Customer starts a return from order history, email link, or chat. Order and item details are prefilled.
“Start a return for Order #12487 – Running Shoes, Size 10.”
Adaptive Reason Capture
AI dialog narrows the reason (defective, wrong size, not as expected, wrong item, late delivery).
AI: “Was the product defective, wrong size, or not what you expected?”
Targeted Follow-ups
Defective → request photo/video and defect description. Size issue → suggest exchange with correct sizing guide. Not-as-expected → capture mismatch details.
Size issue → AI: “Would you like an exchange instead of a refund? Which size would you prefer?”
Smart Completion & Policy Fit
Ends intake once a valid resolution path is identified and checks return eligibility window and policy rules automatically.
“Eligible for free exchange. We’ll generate a prepaid label and ship the new size once scanned.”
Structured Record & Routing
Creates a standardized return record with reason codes and tags systemic issues across SKUs.
Analytics: “30% of returns on SKU-441 due to sizing → Recommend size chart update.”
Logistics & Notifications
Generates label/RMA, updates OMS/WMS, and sends status notifications. CS tools receive context for faster resolution.
Email: “Your exchange is on the way. Track it here.” OMS updated; warehouse alerted for inspection.
Key Benefits
Transform your workflow with these powerful advantages
Customers get a resolution in minutes, not a support ticket in a queue
Wrong-size returns become exchanges instead of lost revenue
When 30% of a SKU comes back for sizing, you find out fast
CS agents handle the hard cases; the routine ones resolve themselves