Returns & Shipping

Enable Returns

Go to Chatbot Setup → Returns & Shipping in the sidebar. The first thing you'll see is a toggle to enable or disable returns.

Make sure the "Returns & Refunds" capability is also enabled in the Capabilities section — otherwise the AI won't have the tools to process returns even if the settings are configured.

Configure Your Return Policy

Set the rules for when returns are accepted:

• Return window — How many days after purchase a customer can request a return (e.g., 30 days).
• Allowed return reasons — Check which reasons you accept:
  • Defective / Damaged
  • Wrong Item
  • Wrong Size
  • Changed Mind
  • Other

The AI uses these rules when talking to customers. If someone tries to return something after the return window, the AI will politely let them know it's not possible and offer to create a support ticket instead.

Set Your Return Address

Enter the address where returned items should be shipped to. This address is printed on the return shipping labels. Fill in:

• Name and company
• Street address (line 1 and 2)
• City and zip code
• Country
• Phone and email (for the shipping carrier)

Auto-Approval Settings

Two optional settings to speed up the process:

• Require photos — When enabled, customers must upload a photo of the item before the return is accepted. Useful for verifying damage claims.
• Auto-approve returns — When enabled, the AI automatically approves return requests that meet your policy (valid reason, within window). When disabled, returns are flagged for your manual review.

Connect a Shipping Provider

To generate return shipping labels, you need to connect a shipping provider. Go to Settings → Integrations and choose your provider:

After connecting, you can configure additional options:

• Default carrier — Which carrier to use by default.
• Auto-generate labels — Automatically create a label when a return is approved.
• Enable pickup points — Let customers choose a nearby drop-off location.
• Preferred carriers — Limit which carriers are used.
• Auto-select cheapest — Automatically pick the most affordable shipping option.
• Allowed countries — Which countries you accept returns from.
• Max label cost — Set a maximum cost per label so you're never surprised by expensive shipping.

How Returns Work in Practice

Here's what the customer experience looks like:

1. Customer opens the chat and says "I want to return my order."
2. The AI asks for their order number or email to look up the order.
3. The AI checks if the return is within your return window.
4. The AI asks for the reason (from your allowed reasons list).
5. If photos are required, the AI asks the customer to upload one.
6. If auto-approve is on, the AI approves and generates a return label.
7. The customer receives the shipping label and instructions.

The whole process takes about 2 minutes for the customer — no waiting for email replies or business hours.