Return & refund intake
Handles return and refund requests: looks up the order, captures the reason, and routes to a refund or a replacement — opening a ticket and texting the next steps.
Runs on web, telephony.
Last updated 2026-06-30
The conversation flow
Return & refund intake is a multi-step flow agent. Each box is a stage in the conversation; the agent moves along the labelled paths based on what the caller says.
How the agent opens
“I'm sorry something wasn't right with your order — I can help with a return. Do you have your order number or the phone or email used?”
How it works
- 1Find order
Use lookup_order to find the order by {order_number}, phone, or email.
- 2Reason & preference
Capture the {return_reason} and whether they want a refund or a replacement.
- 3Refund path
Open a refund: use open_return with resolution 'refund', explain the timeline, and send_whatsapp with the return label or pickup details.
- 4Replacement path
Arrange a replacement: use open_return with resolution 'replacement', confirm the address, and send_whatsapp with the next steps.
Tools & integrations it uses
More Retail & e-commerce templates
Frequently asked questions
What does the Return & refund intake agent do?
Handles return and refund requests: looks up the order, captures the reason, and routes to a refund or a replacement — opening a ticket and texting the next steps. On a call it can look up crm contact, create support ticket, and send whatsapp. You install it, connect your tools, and it's ready to take or make calls.
How does the Return & refund intake agent handle a call?
It follows a guided flow: find order, reason & preference, refund path, and replacement path. Each step has its own instructions, so the agent stays on-track and hands off or ends the call cleanly.
What do I need to connect for the Return & refund intake agent?
Connect HubSpot, Intercom, Freshdesk, WhatsApp (built-in), Plivo WhatsApp, WhatsApp Cloud API (Meta), AiSensy, and GupShup so the agent can act during the call, then point a phone number or the web widget at it.
What channels and languages does Return & refund intake support?
It runs on web and telephony, in EN. You can change the voice and language in the builder.
How quickly can I launch the Return & refund intake agent?
Minutes. Install the template, connect your tools and number, test it in the browser, then publish, and new accounts get free signup credit to try it.
Launch the Return & refund intake agent
Sign up free and get ₹300.00 in credit — no card required. Connect your number, pick a template, and go live in minutes.