Returns: Returnly & Gorgias Guide

Tomek Nowinski

01.05.2025

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Tomek Nowinski

01.05.2025

Ingredients

Returnly, Gorgias, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“Return order for refund or replacement” ticket type explained

In customer support, a “Return order for refund or replacement” ticket type is a request initiated by customers who wish to return a purchased product for a refund or exchange it for a different item. This process is crucial in maintaining customer satisfaction and trust, as it addresses post-purchase concerns. Handling these requests efficiently can significantly enhance the customer experience, as timely and hassle-free returns can lead to increased customer loyalty and positive word-of-mouth.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with Returnly, Gorgias, and Kodif. Furthermore, Kodif integrates with all other major platforms, ensuring versatile applicability across various customer support environments.

When should I use this policy?

Use this policy when customers want a refund.

Policy logic

To facilitate a smooth return process, adhere to the following logic using Kodif’s powerful tools:

Ask for the user’s email address.
Use @get_shopify_account_details tool to check if the user with that email address exists in Shopify.
If the email address was not found, ask for a valid email address.
If the email address is still not found, route it to an agent for further investigation.
Display Recent Orders.
Use @get_shopify_orders to retrieve the user’s recent orders.
Display the list of recent orders and ask the user which specific order they would like to inquire about.
If the order was not found, route to an agent for further investigation.
Check Refund Eligibility:
Use @shopify_order_details to check the status and eligibility of the selected order for a refund.
If the order is eligible for a refund:
- Verify the return and refund conditions (e.g., within the return window, product condition, etc.).
If the order is not eligible:
- Inform the user that the order is outside the refund window or does not meet the conditions for a refund, and provide alternative options (e.g., store credit, exchange).
Initiate Refund Process.
If the order meets the refund criteria, ask the user to confirm their request for a refund.
Use @shopify_issue_refund to initiate the refund process in Shopify.
Inform the user that the refund process has started, and provide them with an estimated timeline for when the funds will be credited back to their payment method (typically within 3-5 business days).
Notify the User.
Inform the user in the chat that their refund has been successfully initiated.
Shopify will send a confirmation email to the user regarding the refund status and details.
Refund Follow-Up.
Advise the user to check their bank or payment provider for any updates on the refund processing timeline.
If the user has questions regarding the refund status after the estimated time frame, encourage them to reach out for further assistance.
Escalation.
If the refund cannot be processed or if there are any issues, route the request to an agent or create a ticket for further investigation.
If the user prefers a store credit or exchange instead of a refund, offer these options and use the appropriate tools to process them.

Example policy

To automate the “Return order for refund or replacement” process, the following policy can be applied, adjusting the commands to reflect the correct platforms:

Ask for the user’s email address.
Use @get_returnly_account_details to check if the user with that email address exists in Returnly.
If the email address was not found, ask for a valid email address.
If the email address is still not found, route it to an agent for further investigation.
Display Recent Orders.
Use @get_returnly_orders to retrieve the user’s recent orders.
Display the list of recent orders and ask the user which specific order they would like to inquire about.
If the order was not found, route to an agent for further investigation.
Check Refund Eligibility:
Use @returnly_order_details to check the status and eligibility of the selected order for a refund.
If the order is eligible for a refund:
- Verify the return and refund conditions (e.g., within the return window, product condition, etc.).
If the order is not eligible:
- Inform the user that the order is outside the refund window or does not meet the conditions for a refund, and provide alternative options (e.g., store credit, exchange).
Initiate Refund Process.
If the order meets the refund criteria, ask the user to confirm their request for a refund.
Use @returnly_issue_refund to initiate the refund process in Returnly.
Inform the user that the refund process has started, and provide them with an estimated timeline for when the funds will be credited back to their payment method (typically within 3-5 business days).
Notify the User.
Inform the user in the chat that their refund has been successfully initiated.
Returnly will send a confirmation email to the user regarding the refund status and details.
Refund Follow-Up.
Advise the user to check their bank or payment provider for any updates on the refund processing timeline.
If the user has questions regarding the refund status after the estimated time frame, encourage them to reach out for further assistance.
Escalation.
If the refund cannot be processed or if there are any issues, route the request to an agent or create a ticket for further investigation.
If the user prefers a store credit or exchange instead of a refund, offer these options and use the appropriate tools to process them.