Returns Automation
Returns automation for Shopify, inside the chat. The AI takes the request. Your team decides the refund.
Customers ask about returns on your website or WhatsApp. ZynfoAI answers from your return policy, creates the return request in Shopify, and tells them whether their refund has gone through.
How a return works
The AI collects. Your team approves.
- 01
It answers from your policy
"Can I return a sale item?" gets your actual rule, read from your return policy page.
- 02
It checks who is asking
Signed in to your store on the website, or messaging from the WhatsApp number on the order.
- 03
It creates the return request
The shipped items go into a return request in Shopify, with the customer's reason as the note.
- 04
Your team decides
You approve or decline the request in Shopify and issue the refund. The AI can tell the customer when it lands.
Return requests
The request lands in Shopify, not in your inbox.
The AI reads the order, picks the items that have shipped, and creates a return request in Shopify with the customer's own words as the note. You see it with your other returns and approve or decline it there.
If a request is already open for that order, the AI says so instead of creating another. Orders with nothing returnable get a plain answer, not a dead end.
Refund status
"Where's my refund?" answered from the order.
Customers give the order number and the email they used at checkout, or are already signed in. The AI checks the order in Shopify and says whether a refund has been issued, how much and when.
It reads refund status only. It can't issue, change or speed up a refund. For orders that haven't arrived yet, order tracking answers "where is it?" in the same chat.
Exceptions
Damaged items and judgement calls go to a person.
A cracked mug, a missing part, a request outside your policy: the AI hands the chat to your team through human handoff, with the whole conversation and the order attached, so nobody has to ask twice.
Policy answers come from the return page in your AI knowledge base. Change the page, resync, and the answers change. The ecommerce chatbot guide shows how returns fit with the rest of a store setup.
At a glance
What returns automation covers.
- Store
- Shopify. WooCommerce orders are not supported.
- Channels
- Website chat widget and WhatsApp
- Policy answers
- From your return policy page or document in the knowledge base
- Return requests
- Created in Shopify for shipped items, with the customer's reason as the note
- Who can request
- Website: customers signed in to your store. WhatsApp: the number or email on the order.
- Duplicates
- One open request per order. A second ask gets "already requested".
- Refund status
- Read-only, by order number + checkout email or a signed-in account
- Stays with you
- Approving returns, issuing refunds, shipping labels, damaged-item claims
- Setup
- Shopify app installed, then the AI Return Request Flow and Instant Refunds templates
- Plan
- Included in the $99/month plan
Common Questions
About returns and refunds in ZynfoAI.
Can the chatbot process a refund?
No. On Shopify it creates a return request for the customer's shipped items, and your team approves it and issues the refund in Shopify. Money decisions stay with people.
Can it check whether a refund has been issued?
Yes, for Shopify orders. The customer gives the order number and checkout email, or is signed in to your store, and the AI tells them whether a refund has been issued. It can't issue or change one.
Who can request a return in the chat?
On your website, customers signed in to their store account. On WhatsApp, a customer messaging from the number on the order, or who gives the order number and checkout email. Anyone else is asked to sign in or is offered your team.
Does it create return shipping labels?
No. It explains the next steps from your return policy. Labels stay with your store or returns app.
How does it know my return rules?
From your return policy page or document in your AI knowledge base. Update the policy, resync it, and the answers change.
More features. All in one plan.
All featuresLet ZynfoAI take the first reply.
Answers on your website and WhatsApp from your own content, with your team one click away. Free for 7 days, then $99/month.