Customers handle returns through a guided self-service flow that issues RMA approvals and shipping labels automatically and keeps them informed at each step.
Typical results
−50%
average return handling time
100%
of returns start in the self-service flow
Instant
RMA approval and shipping label
Every step
confirmed with an automatic status update
Figures reflect typical results for this kind of automation.
The challenge
Returns were handled over long email threads, which frustrated customers and consumed hours of the support team's time.
Before and after
Average return handling time
−50%Email exchanges per return
−83%Support hours on returns per week
−60%The automation
We built a flow where customers submit a return through a simple form; it validates the order, issues an RMA and return label, and sends status updates.
How it works
- 01
Customer opens a return
A simple guided form replaces the long email thread.
- 02
Order validated
The flow checks the order and return eligibility automatically.
- 03
RMA and label issued
Approval and a return shipping label are generated and sent instantly.
- 04
Status updates at each step
The customer knows exactly where their return stands, without asking.
- 05
Faster resolution
The package comes back, the refund or exchange is processed, and the case closes in half the time.
Starts from
- Return request
- Order details
Delivers
- RMA + label
- Status update
The impact
Average return handling time was cut roughly in half, and customers received a clearer, faster resolution.
Questions about this automation
How does the flow check whether a return is eligible?
The customer enters an order number and email, and the flow pulls the order from the store. It checks the purchase date against the return window, excludes final-sale items and confirms the item was not already returned. Eligible requests get an RMA number at once, and anything outside the rules goes to a staff member.
Who creates the return shipping label?
The flow requests the label from the carrier or shipping platform the store already uses and sends it to the customer with the RMA number and packing instructions. The label can be prepaid or deducted from the refund, depending on store policy, and its tracking number is saved on the return record.
How are refunds and exchanges handled once the parcel arrives?
When the warehouse marks the item received and checked, the flow triggers the refund in the store or payment system, or creates the exchange order, and sends the customer a final update. Damaged or incomplete items are held for a person to decide. This is a multi-step build, usually rolled out in stages.