What this automation does
A customer emails or submits a return request. AI reads the request, identifies the order number, checks the purchase date against your return window, verifies the reason against your policy, and either auto-approves with a return label or escalates to a human for edge cases.
This handles the 75% of returns that are straightforward — within the return window, standard reason, no special circumstances. The remaining 25% get routed to a human with the AI's analysis attached.
Tools you need
- Shopify, WooCommerce, or your e-commerce platform: For order lookup and return label generation
- OpenAI API: For understanding return requests and checking policy ($0.02 per request)
- Make (Integromat): Orchestrates the workflow between email, AI, and e-commerce platform
- Gmail or helpdesk: Where return requests arrive
How to set it up
Step 1: Create a Make scenario triggered by new emails containing return-related keywords (return, refund, exchange, send back). Use a filter to catch these.
Step 2: Send the email to OpenAI with your full return policy. Ask it to extract: order number, item(s) to return, reason for return, and whether the request meets your policy. Output as JSON with an eligible (yes/no/uncertain) field.
Step 3: If eligible, use the Shopify or WooCommerce API to look up the order, confirm the item and date, and generate a return shipping label. Send the customer an email with the label and instructions.
Step 4: If uncertain or ineligible, forward to a human agent with the AI's analysis — order details, policy check results, and a suggested response. The agent makes the final call.
Cost breakdown
| Item | Cost | Notes |
|---|---|---|
| Make | $15-$30/mo | Based on return volume |
| OpenAI API | $5-$15/mo | ~$0.02 per return request |
| Return label service | $0-$10/mo | Usually included in shipping provider |
| Total monthly | $20-$55/mo | Saves 5+ hours per week |
Frequently asked questions
Add a step that checks the customer's return history. If they've made more than 3 returns in 30 days, flag for human review regardless of eligibility. You can also cross-reference the order value — high-value returns always get human review.
Yes. Extend the AI prompt to handle exchange requests. The AI checks if the desired exchange item is in stock, and if so, initiates both the return and the new shipment. Out-of-stock exchanges get routed to a human.