RETURNS & EXCHANGES
Every return is a conversation about whether you keep the revenue. The agent reads the order, applies your policy, and offers the exchange before it ever reaches a refund — on chat, email, voice, or your own portal.
100+
Native ecommerce integrations, all action-capable
2 days
Contract to completing returns in production
0
Engineering tickets to change a return policy
EXCHANGE-FIRST RETURNS
A refund is the outcome you get when nobody offers an alternative in time. The agent always does — and it has the inventory to back the offer.
Send customers back to your storefront mid-return, with a bonus on store credit that makes the swap the obvious choice.
STORE CREDIT
$313.00
$298 + $15 bonus
Spend it anywhere on naadam.com
Shop now instead? Mid-return
Lightweight Sweater$298
Featherweight Cardigan$398
Signature Cardigan$198
Eligible items ship the replacement as soon as the return is approved, rather than waiting on the inbound parcel.
Return approved · Day 0
No waiting on the inbound parcel
OUTBOUND · REPLACEMENTLuxe Cashmere Turtleneck · Oat / MShipped today, arrives Thursday
Shipped
INBOUND · RETURNLuxe Cashmere Turtleneck · Oat / SIn transit — not waited on
On its way backThe agent reads order history, prior returns, and the photos attached — and routes the exceptions to a person with the evidence.
Return #RX-2291 Auto-approved
Order history14 orders
Prior returns1 in 12 months
Photopull in left sleeve
RiskLow
Return #RX-2307
4th return in 60 days
No photo attached
→ Routed to a person, with the evidence
Reasons, rates, and retained revenue broken down well past what your commerce platform reports on its own.
Return reasons Knitwear · Aug
Too small41%
Not as expected22%
Changed mind18%
Other10%
Arrived damaged9%
38%of return value retained↑ 6 pts vs. July
7.2%return rate, knitwear↓ 1.4 pts after size notes
HOWEVER THEY ASK
A return is rarely the first message. It arrives mid-conversation, in an email reply, or on a phone call. Every route reaches the same agent, the same policy, and the same returns engine.
01
The customer describes the problem in their own words. The agent checks eligibility, offers the swap, and completes it in the thread.
NAADAM
The turtleneck is too small, can I return it?
You're on day 9, so a full refund is available. But I can also swap it for a Medium — in stock, ships tomorrow, and I'll add $15 store credit for exchanging.
oh, the medium then
Done. Prepaid label is in your inbox — keep the small until the new one arrives.
Exchange confirmed
Luxe Cashmere Turtleneck — Oat / M
$15 store credit applied
Prepaid label emailed
Refund avoided · revenue retained
02
A reply to any order email starts the return. The agent reads the photo, applies the policy, and answers with the resolution already done.
Your Naadam order has arrived
to: support@naadam
There's a pull in the knit on the left sleeve of the turtleneck. Photo attached. I'd like to return it.
Inbound · any order email
to alex@ · sent proactively
Replacement on its way — no return needed
That's a quality fault, so it's covered outside the normal window. A new Small is already shipping and you don't need to send the first one back. Sorry about that.
Photo read · quality fault confirmed
Return window bypassed per policy
Resolved in the thread
03
The same agent takes the call, checks the window while the customer is still talking, and makes the exchange offer out loud.
NAADAM
Naadam Support
00:36 · connected
I need to send back the turtleneck I got last week.
Order 48156 — you're on day 9, so a refund is fine. Before I set that up: would a Medium work instead? It's in stock.
Actually yes, that's the problem.
Then I'll exchange it and add $15 credit. Label's on its way to your email now.
Naadam Support
CALL SUMMARY · 00:51
Transcribed, tagged, and logged automatically
04
For customers who'd rather not talk to anyone — a branded portal running the exact same policy, with the exchange offered just as hard.
N A A D A M
Why are you returning this item?
Too small
Not what I expected
Arrived damaged
ContinuePowered by KODIF
N A A D A M
Shop now instead?
Spend it anywhere on naadam.com
Or exchange for a Medium — same price
ContinuePowered by KODIF
HOW IT WORKS
Four steps, none of which are a form the customer fills in twice.
Chat, email, voice, or the branded portal — all four reach the same agent with the same write access to the returns engine.
Days since delivery, product tags, customer status, geography, and any photo attached — checked before anything is offered.
Exchange first, then credit, then refund. Risk and intent decide whether it settles instantly or goes to a person with the evidence.
RMA created, label issued, refund or credit applied, conversation tagged — and the outcome fed back into the data.
CUSTOMIZATION
A fast, clean, entirely branded experience for every return and exchange — with the levers your CX team actually asks for.
CUSTOM EDIT RULES
Create multiple policies based on customer status, order details, product tags, return reasons, geography, or delivery date.
Days 1–15
Refund to original payment
Days 16–30
Store credit
Day 31+
Exchange only
Tag: final-sale
Not returnable
GUARDRAILS
The AI understands the customer, but the protection engine controls every action according to your predefined policies.
THE AGENT CANNOT
Approve an uncovered order
THE AGENT CANNOT
Exceed a claim ceiling
THE AGENT CANNOT
Settle a repeat claim outside your rules
AI COVERAGE INSIGHTS
Use natural language to understand what is driving returns, which products have the highest return rates, and how much revenue is retained through exchanges and store credit.
$214K retained through exchanges and store credit in August — 38% of all return value
Which products have the highest return rate?What are the top return reasons for knitwear?How many returns were completed without a person?THE REST OF THE PLATFORM
Where is my order?
It's been 5 days.
Your order is in transit and will arrive tomorrow by 8 PM.
Resolution, Retention, and Revenue — one brain across the journey.
Explore
Freeze Dried
Change, upgrade, or cancel before the label prints.
ExploreReal answers from carrier scans, and exceptions resolved.
ExploreGet a replacementChoose a different product
Get a refundBack to your original payment method
Get store creditUse it for a future purchase
Returns, exchanges, and refunds inside your policy.
ExploreLet customers file through the AI agent or a branded claims page.
Get in touch
KODIF doesn't stop at answering. It identifies the customer, checks policy, takes action, updates systems, creates a test, and turns the conversation into measurable CX intelligence.
