Introduction The Returns/Exchanges Support Skill allows your AI assistant to automatically handle product return and exchange requests according to your store policies. When customers need to return or exchange products, this intelligent capability guides them through the verification process, checks eligibility based on your rules, and provides access to your returns portal—all without requiring human intervention.
How the Returns/Exchanges Support Skill Works When a customer asks about returning or exchanging a product, your AI assistant:
Recognizes the return or exchange request
Collects and verifies order information (order number and email)
If order number isn't available, asks for alternative verification (phone number or zip code)
Checks if the order is eligible for return/exchange based on your policies
Provides appropriate guidance and access to your returns portal
Plan Availability
Standard Policy: Available for all Support Agent and Concierge plans
Custom Policy: Available only for Expert Zone eligible tiers (Enterprise and higher plans)
Loop Integration for Enhanced Functionality
The Returns/Exchanges Support Skill integrates directly with Loop, a leading returns management platform, to provide a seamless returns experience:
Your AI assistant collects necessary customer information
The customer is directed to your Loop Returns Portal
The customer can complete their return or exchange process in one smooth workflow
Setting Up the Returns/Exchanges Support Skill
Access the Support Skills section
Navigate to your Rep AI dashboard
Select "Support Skills" from the navigation menu
Find the "Returns/Exchanges" card
Choose your configuration method
If you use Loop: Connect your Loop account when prompted
If you don't use Loop:
For Standard plan users: Configure Standard Policy
For Expert Zone eligible tiers: Option to "Create Custom Policy Instead"
Configure Standard Policy (available for all plans)
Returns Eligibility: Set the number of days after purchase that items are eligible for return
Response for Ineligible Orders: Customize the message for orders outside the return window
Processing Time: Specify how many business days returns typically take to process
Refund Time: Indicate how many additional business days refunds take to appear in customer accounts
Configure Custom Policy (Expert Zone eligible tiers only)
Available exclusively for Enterprise and higher plans
Create a detailed, step-by-step process for handling returns and exchanges
Define specific instructions for your AI to follow based on your unique returns process
Save your settings
Click "Save and Preview" to test your configuration
Click "Save" to activate your Returns/Exchanges Support Skill
Example Standard Policy Configuration
Allow returns/exchanges for orders placed within the last 30 days
Direct eligible customers to your returns portal
Inform customers that returns are typically processed within 10 business days
Let customers know to allow 2 additional business days for refunds to appear in their accounts
Example Custom Policy Configuration (Expert Zone eligible tiers only)
When a customer requests help with returns or exchanges: 1. Verification: - Ask for order number and email address - If order number is unknown, ask for email and either phone number or ZIP code 2. Eligibility Check: - Verify if the order was placed within the last 30 days - If eligible, continue with the return/exchange process - If ineligible, explain: "The return or exchange cannot be processed because it is outside the 30-day window." 3. Return Options: - For eligible orders, explain available return/exchange options - Provide link to returns portal with clear instructions - Explain the return shipping label process 4. Expectations Setting: - Inform customer that returns are generally processed within 10 business days - Note that refunds may take an additional 2 business days to appear in their account - Explain any restocking fees or special conditions that may apply 5. Special Cases: - For damaged items, provide specific instructions - For gift returns, explain alternate verification process - For international orders, note any special procedures
Benefits of Using the Returns/Exchanges Support Skill
Reduce Support Volume: Automate common return and exchange inquiries
Improve Customer Experience: Provide instant, 24/7 access to returns information
Ensure Policy Compliance: Consistently apply your return policies
Increase Efficiency: Free up your support team to focus on more complex customer needs
Enhance Transparency: Keep customers informed about return status and timelines
Best Practices for Returns/Exchanges Support
Set clear policies: Ensure your return and exchange policies are well-defined
Provide accurate timeframes: Set realistic expectations for processing and refund times
Balance security with convenience: Implement proper verification without creating friction
Offer alternatives: When possible, suggest exchanges or store credit instead of returns
Monitor effectiveness: Regularly review analytics to optimize your configuration
Troubleshooting
Why can't I access Custom Policy for Returns/Exchanges?
Custom Policy is available only for Expert Zone eligible tiers
If you're on a qualifying plan but don't see the option, contact support for assistance
Why isn't my Returns/Exchanges Support Skill working?
Verify that your Loop integration is properly connected (if applicable)
Check that the skill is toggled ON in your Support Skills dashboard
Ensure your policy settings are properly configured
Confirm your verification settings match the customer data you collect
Why isn't my AI assistant recognizing exchange-related queries?
Ensure the Support Skill is properly activated for both returns and exchanges
Getting Help
If you need additional assistance with the Returns/Exchanges Support Skill, contact our support team through your Rep AI dashboard or visit our knowledge base for advanced configuration guides.