Custom AI agent · Customer Support
AI Return Request Handling Agent
Make every return request easier to review and resolve.
Organize return requests, capture the right evidence, and route each case to the right review path.
- Less manual sorting across return channels and queues
- More consistent collection of order, item, and reason details
- Clearer approvals with policy context and customer-ready next steps
Starting at $300 USD/month
Starting price is $300 USD/month for a tailored solution. Your final proposal defines the scope, deliverables and payment terms. Additional integrations, usage, hosting and ongoing support are scoped and priced before work begins.
What is an AI return request handling agent?
An AI return request handling agent helps customer support and operations teams move return requests from intake to a clear next step. It gathers the reason for the return, order and item details, timing, condition information, and any required evidence. It checks the request against the approved return workflow, identifies missing or conflicting details, and routes the case to the right queue or human reviewer. Tranki configures the agent around your return windows, product exceptions, channels, approval rules, and connected systems. It can organize and accelerate the process, but it does not promise eligibility or approve an irreversible financial action without the controls your business defines.
What it can handle
Capture a complete return request
Collect the order reference, item, purchase context, return reason, condition, requested resolution, photos or documents, and contact details from the approved intake channel.
Check configured return rules
Compare available facts with return windows, item exclusions, condition requirements, channel rules, and evidence requirements while flagging anything the agent cannot verify.
Ask focused follow-up questions
Identify the smallest set of missing details needed to move the request forward, instead of sending generic replies or making the customer repeat information.
Route the case for the right decision
Send standard requests, exceptions, damaged-item cases, warranty overlaps, and policy conflicts to the configured queue with a concise, reviewable case summary.
Where it can help
E-commerce return intake
Guide customers from a website, email, or help desk form to a complete return request before an agent spends time reviewing it.
Damaged or incorrect items
Collect evidence and order context for damaged, defective, missing, or incorrectly shipped items, then route the case according to the approved exception path.
Subscription or service returns
Organize cancellation, equipment, onboarding, or service-credit requests where timing, plan terms, usage, and ownership must be checked before approval.
How it works
A step-by-step workflow your team can review before launch.
1. Define the return policy
Tranki maps return windows, eligible items, exclusions, condition rules, evidence requirements, approval owners, customer messages, and actions that must remain human-controlled.
2. Capture the request
The agent reads the permitted channel, preserves the original request, extracts the relevant facts, and links the case to the order or service record when approved access is available.
3. Check and clarify
It compares known facts with the configured workflow, asks targeted questions for missing information, and labels uncertainty instead of guessing whether a return qualifies.
4. Route and communicate
The agent sends the complete case to the appropriate queue or reviewer and prepares an accurate next-step message without promising approval, refund timing, or shipping outcomes that are not confirmed.
Built around your business
What we configure
- Return windows, item exclusions, condition definitions, exception categories, evidence rules, approval thresholds, and escalation ownership
- Intake channels, customer-facing questions, internal case templates, response tone, languages, reminders, and status messages
- Connections to approved commerce, order, help desk, CRM, inventory, shipping, warranty, or finance systems with least-privilege access
What we need from you
- A current return and exception policy with named owners for standard, damaged-item, warranty, and disputed cases
- Approved access to the order, product, customer, case, and evidence information the workflow is allowed to use
- Representative approved, incomplete, denied, damaged, duplicate, and ambiguous requests for testing
Clear boundaries before launch
What it will not do
The agent does not invent eligibility, override a return policy, approve a refund, issue a payment, create a shipping label, or promise a resolution unless those actions are explicitly authorized and controlled by the configured workflow. It should not expose private customer or payment information, treat a customer statement as verified evidence, or infer item condition from missing data. Disputed, high-value, fraud-related, safety-sensitive, legally sensitive, or ambiguous cases require the appropriate human reviewer.
How success is measured
Track time to first triage, complete-request rate, clarification rate, routing accuracy, reviewer turnaround, exception volume, duplicate-request rate, evidence completeness, rework, customer follow-up effort, and the percentage of cases resolved without unsafe automation. Review a sample of decisions regularly against the current return policy.
Frequently asked questions
What does an AI return request handling agent do?
It organizes return requests, captures the facts and evidence your workflow requires, checks them against approved rules, asks focused follow-up questions, and routes the case to the right queue or human reviewer.
Will it automatically approve returns or issue refunds?
Not by default. The agent can prepare a recommendation or an approval-ready case, but approval, refund, credit, and other irreversible actions remain subject to the permissions and human controls your business defines.
Can it check our return policy?
Yes, when the current policy and its exceptions are provided as approved sources. It can flag apparent matches, missing evidence, and conflicts without treating uncertainty as eligibility.
What information can it collect?
The workflow can collect an order reference, item, purchase timing, return reason, condition, requested resolution, photos or documents, and customer contact details, limited to the fields and channels you authorize.
How does it handle damaged or incorrect items?
It can collect the relevant evidence, distinguish the configured exception categories, and route the request to the responsible team. It should not decide disputed condition or responsibility without the required review.
Can it work with our help desk or commerce system?
It can be tailored to approved help desk, commerce, order, inventory, shipping, CRM, warranty, or finance systems, subject to available integrations, access permissions, usage, and implementation scope.
What is included in the $300/month starting price?
The starting price covers a scoped, tailored solution. The final proposal defines the return workflow, integrations, usage, support, deliverables, and payment terms.
