Policy answers from your documents
Add your return policy, size guide, and warranty terms as knowledge content — the assistant quotes your actual rules in plain language, in the shopper’s language.
Support faster · Returns
Automate Ecommerce Returns and Exchanges With AI
CHATTERgo handles the conversation around returns: it answers your return policy from the documents you add, explains what’s eligible for a specific order, and with Shopify cart tools a shopper can swap the item right in chat — remove the wrong size, add the right one. Genuine exceptions go to your team with the full history.
Shopify & Magento 2 · Zendesk / Freshdesk handover · Web, WhatsApp & more
Policy Q&A — grounded in your documentsCart tools — swap the item in chatHandover — Zendesk, Freshdesk, or email50 free — conversations to try it
The challenge
Why do returns questions eat your support day?
Every order carries a potential returns conversation: “Can I return this?”, “How do I exchange for another size?”, “When do I get my refund?” Each is a customer doing the responsible thing — and each interrupts your team for something a policy document already answers.
Slow returns answers frustrate exactly the customers you want back. And the queue they create lands on top of everything else your team handles.
An AI assistant answers the policy and eligibility questions instantly, lets shoppers fix the simple cases themselves in chat, and saves your team for the refunds and disputes that truly need them.
What the AI agent automates for returns
Eligibility explained for the real order
With order awareness and customer account recognition, the assistant can speak to the shopper’s actual purchase — not a generic policy recital.
The exchange, done in chat
On Shopify, cart tools let the shopper fix it themselves: remove the wrong size, add the right one, apply a discount if your policy allows, and start checkout — all inside the conversation.
Recommendations that save the sale
When a product didn’t work out, the assistant can recommend an alternative from your catalog — turning a return into an exchange, in the same conversation.
Escalation with everything attached
Damaged items, disputes, and refund approvals stay with your team: handover in Conversations, email, or a Zendesk or Freshdesk ticket with the full history.
Setup
How do we automate returns questions?
Step 1
Add your policies as knowledge
Upload return policy, size guide, and warranty documents — the assistant answers from them and nothing else.
Step 2
Connect your store
Shopify or Magento sync brings order awareness and, on Shopify, the cart tools that make in-chat exchanges possible.
Step 3
Route the exceptions
Choose where the human cases go — Conversations handover, email, or helpdesk ticket. Adjust any time as policies change.
The same grounded answers, every storefront
Royal Selangor
Pewter & homeware retailer
Among the retailers running CHATTERgo — policy answers grounded in one knowledge base across storefronts.
Your team
Helpdesk integration
Only genuine exceptions reach your inbox — with order context and the full conversation attached.
FAQ
Frequently asked questions
Where does the AI learn my return policy?
From the knowledge content you add — policy PDFs, web pages, FAQs. The assistant answers from those documents, and answers update when you update the documents.
Can the AI approve refunds by itself?
No. The assistant answers policy and eligibility questions and handles the in-chat fixes (swaps, discounts, checkout). Refund approvals and disputes stay with your team — the assistant hands over with the full history via Conversations, email, or Zendesk/Freshdesk.
Can shoppers actually exchange an item in chat?
Yes, on Shopify. Cart tools are on by default: the shopper can remove the item, add the replacement, apply a discount where your policy allows, and start checkout — the exchange completes in the conversation.
Does this work on WhatsApp as well as the website?
The same assistant answers policy questions on WhatsApp Business, Messenger, Instagram, and WeChat Mini Program from the same knowledge base. WhatsApp is included from the Advanced plan.
How is returns automation priced?
It’s part of every plan — the Free Trial includes 50 conversations a month, Pro starts at $49/month with 1,000 conversations, and annual billing saves 17%. No per-ticket fees.
Related pages
Give returns questions an instant answer
Start a free trial — 50 conversations a month, no credit card — or bring your return policy to a demo and watch the agent handle it.