Returns and refunds that run by your policy
Policy checks, labels and refunds through Shopify and Stripe — with exceptions handed to a human.
Returns are where support tickets get expensive: every one needs a policy check, a decision, a label, a refund, and an inventory update — five systems, one bored human, real money. It's also where inconsistency creeps in: two customers with the same case getting different outcomes because different agents handled them.
The workflow, step by step
- Request arrives. Portal, email or chat — the workflow identifies the order and what's being returned.
- Policy check. Your actual policy, encoded: return window, item condition rules, final-sale exclusions, who pays shipping. The decision is made the same way every time.
- Label and instructions. An approved return gets a carrier label and clear instructions immediately — not after a day in a queue.
- Refund on scan or delivery. Depending on your rules, the Stripe or Shopify refund fires when the carrier scans the parcel or when it lands back — automatically.
- Exceptions go human. High-value items, suspected abuse, damaged-on-arrival disputes: the workflow packages the case with photos and history and hands it to your team.
Guardrails on the money
Refunds are irreversible, so thresholds matter: auto-refund below a value you set, one-tap approval above it. Every action is logged with the policy clause that justified it. It's the same human-on-the-loop design we use everywhere money moves. Pair it with WISMO handling and cart recovery from our e-commerce automation services and most of your support volume simply stops arriving.