E-commerce and retail
Returns arrive with order, photos and policy matched.
We build and run an AI system that does the matching and recommends a refund. Your support team approves or refuses each one.
- Who decides
- Your support team decides every refund and every claim to a courier.
- Where it runs
- The system runs in your cloud. You own the code, prompts, evaluations and data written for your engagement.
- What we measure
- Hours a refund waits from request to decision, and how often your team overrode the system's recommendation.
Where your support hours go
Faulty and damaged items. A support agent opens the order, the courier's delivery scan, the photos and your policy, one screen at a time. Meanwhile the customer writes again. Under the Consumer Rights Act 2015, a customer has 30 days to reject a faulty item, and once you agree a refund is due it must be paid within 14 days.
Delivery exceptions. Tracking pages answer most order-status questions. What reaches your team is the rest: a parcel stuck at a depot, delivered to the wrong address, or marked delivered and never received. The system reads the courier's scan history and drafts the reply, and the claim to the courier where one is due.
One return, from request to refund
- 09:14
The request arrives
The customer says the item arrived damaged and attaches two photos.
- 09:14
Matched to the order
The system finds the order, the courier's delivery scan and your returns policy.
- 09:15
A recommendation
It recommends a refund and puts the reason beside the photos.
- 09:21
Decision
Your team decides
A support agent approves or refuses the refund. Nothing is paid until they do.
Illustration. Not a client system.
Start with your returns queue.
The first fix takes 2–3 weeks of build, after the data agreement is signed. If the problem is not clear yet, discovery comes first.