Retail & E-Commerce – Product Feedback & Returns Workflow
Guide shoppers through fast, intelligent returns with adaptive branching, evidence capture, and structured resolution paths that reduce unnecessary refunds.
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
Improves CX with fast, guided resolutions
Reduces unnecessary refunds via smart exchanges
Standardized data clarifies product issues and trends
Lower handling costs through automation and policy checks