Returns and refunds

Handle returns right in the chat

Capture the order, photo and reason in one message, check your policy, send the shipping label where your courier supports it, and stay calm with an upset customer.

See how it works Book a demo

Returns, exchanges, cancellations and complaint logging, on your policy

Why returns cost more than they should

Stop spending four days on a four-minute return

Watch an unhappy customer repeat the same details to three agents while the case waits in a queue and nobody tells them what happens next.

The customer repeats themselves at every step

They give the order number in the first message, the photo to the second agent, and the reason again to the third. Each retelling makes an annoyed customer angrier.
The case waits for a person to start it

Nothing moves until an agent opens the ticket, reads it and asks the first question. The policy check was mechanical, but the clock ran anyway.
A brisk bot makes it worse

Handing this job to a scripted bot is the risk nobody wants. A customer who is upset and gets a stock reply does not just drop the return, they tell people about it.

Open the case in the first message

Capture the whole case in one exchange, check it against your policy, then start the return or pass the judgement call to a person.

Takes the whole case in one go

It asks for the order, the photo and what went wrong, together, then stops asking. Everything a person would need later is captured before the customer has to repeat anything.

WhatsApp · intake

Can you send a photo of the item and the label?

Photo sentphoto of the item

Checks it against your policy

Return window, item condition, category rules and anything you have excluded. The policy is yours, and it is applied the same way at midnight as it is on a Monday morning.

WhatsApp · policy check

Placed 6 days ago · inside the 14-day window · category eligible

Starts the return and sends the label

When the case clears, it creates the return or exchange in your system and, where your courier supports it, sends the shipping label straight into the chat so the customer can act on it right away.

WhatsApp · approved

Exchange approved. Here is your shipping label.

Passes the judgement calls to a person

Anything outside the policy, any compensation decision, any case you have told it to escalate goes to the right team, with the photo and history already attached.

WhatsApp · escalation

Outside the window, so I am passing this to the team with your photos. They will come back today.

Reply to upset customers in the right tone

Run returns on the Support Agent. You set the policy and the tone, and it holds both, including with a customer who opens the chat annoyed.

Captures the order, photo and reason in one exchange
Applies your return and exchange policy, the same way every time
Creates the return and sends the shipping label where your courier supports it
Routes refunds and compensation to a person if that is your rule

Learn more about the Support Agent ›

Support Agent

4.8/5

average CSAT across Revora-powered support

Measured across the whole queue, returns and complaints included, not just the easy chats.

Follows your policy, keeps the right tone

Run the paperwork fast while the reply still sounds human, because a return is the one chat where the customer arrives already unhappy.

Tone is the actual product here

A return is the one conversation where the customer arrives unhappy. The paperwork can be instant, but the reply cannot sound like paperwork. You set the tone in your own words, warm or formal, and it holds that even when the customer is sharp with it. It apologises once rather than three times, it does not repeat itself, and it never implies the customer is at fault. That is the difference between a return that keeps the customer and one that ends the relationship.

The policy is yours, applied evenly

Your window, your conditions, your exclusions. Every case gets the same reading, so an outcome does not depend on which agent picked it up or how busy the queue was.

You decide what it can approve

Many teams start with it capturing and preparing everything, while a person still approves the money. You can widen that as trust builds rather than handing it over on day one.

More use cases Revora can solve

Look at what happens before the return, from the comment that started the sale to the delivery question that usually arrives in chat first.

Sell from your comments A price question in your comments turns into a DM and a paid order. Sell from your comments › Hide abusive comments Abuse and spam come down, real questions still get an answer. Hide abusive comments › Recover abandoned carts A WhatsApp reminder that brings shoppers back to pay. Recover abandoned carts › Track orders in chat The real delivery status, pulled from your store and sent in chat. Track orders in chat › Take orders inside chats From the first question to a checkout link, in one chat. Take orders inside chats ›

Frequently Asked Questions

Does it issue refunds on its own?

Only if you let it. Most teams start with the agent capturing the case, checking the policy and preparing everything, while a person still approves the money. You widen that when you are ready.

How does it handle a damaged item?

It asks for a photo and the order, records both against the case, and routes it to whoever verifies damage on your side. The evidence is attached, so nobody has to ask the customer again.

Can we be sure it follows our policy?

You give it your actual policy, in your words, and it applies that. You can read back any case and see which rule it used, so a wrong outcome is traceable and fixable.

What stops it sounding cold with an upset customer?

You set the tone, and it is reviewed before it goes live unsupervised. Most teams run it alongside the team first, read the conversations, and adjust until it sounds like them.

Which channels does it work on?

WhatsApp, Instagram, live chat, email and more. A customer can start the return wherever they already message you, and the case stays whole across the conversation.

Which plan includes the Support Agent?

Returns run on the Support Agent. Ask us which tier fits the size of your support queue.

Clear returns off your team today.

Book a demo