Exchanges Support Skill

Streamline Returns and Exchanges with the AI-Powered Returns/Exchanges

Support Skill Introduction The Returns/Exchanges Support Skill allows your AI assistant to automatically handle product return and exchange requests according to your store policies. When customers need to return or exchange products, this intelligent capability guides them through the verification process, checks eligibility based on your rules, and provides access to your returns

portal—all without requiring human intervention. How the Returns/Exchanges Support Skill Works When a customer asks about returning or

exchanging a product, your AI assistant

Recognizes the return or exchange request

1. Collects and verifies order information (order number and email)
2. If order number isn't available, asks for alternative verification (phone number or zip code)
3. Checks if the order is eligible for return/exchange based on your policies
4. Provides appropriate guidance and access to your returns portal
5. Plan Availability

Standard Policy: Available for all Support Agent and Concierge plans Custom Policy: Available only for Expert Zone eligible tiers (Enterprise and higher plans) Loop Integration for Enhanced Functionality The Returns/Exchanges Support Skill integrates directly with Loop, a leading returns

management platform, to provide a seamless returns experience

Your AI assistant collects necessary customer information

1. The customer is directed to your Loop Returns Portal
2. The customer can complete their return or exchange process in one smooth workflow
3. Setting Up the Returns/Exchanges Support Skill

Access the Support Skills section

1. Navigate to your Rep AI dashboard

Select "Support Skills" from the navigation menu Find the "Returns/Exchanges" card Choose your configuration method

1. If you use Loop: Connect your Loop account when prompted

If you don't use Loop: For Standard plan users: Configure Standard Policy For Expert Zone eligible tiers: Option to "Create Custom Policy Instead" Configure Standard Policy (available for all plans)

1. Returns Eligibility: Set the number of days after purchase that items are eligible for return

Response for Ineligible Orders: Customize the message for orders outside the return window Processing Time: Specify how many business days returns typically take to process Refund Time: Indicate how many additional business days refunds take to appear in customer accounts Configure Custom Policy (Expert Zone eligible tiers only)

1. Available exclusively for Enterprise and higher plans

Create a detailed, step-by-step process for handling returns and exchanges Define specific instructions for your AI to follow based on your unique returns process Save your settings

1. Click "Save and Preview" to test your configuration

Click "Save" to activate your Returns/Exchanges Support Skill Example Standard Policy Configuration Allow returns/exchanges for orders placed within the last 30 days Direct eligible customers to your returns portal Inform customers that returns are typically processed within 10 business days Let customers know to allow 2 additional business days for refunds to appear in their

accounts Example Custom Policy Configuration (Expert Zone eligible tiers only)

1 When a customer requests help with returns or exchanges

2

3 1. Verification

4 - Ask for order number and email address 5 - If order number is unknown, ask for email and either phone number or ZIP code 6

7 2. Eligibility Check

8 - Verify if the order was placed within the last 30 days 9 - If eligible, continue with the return/exchange process 10 - If ineligible, explain: "The return or exchange cannot be processed because it is outside the 30-day window." 11

12 3. Return Options

13 - For eligible orders, explain available return/exchange options 14 - Provide link to returns portal with clear instructions 15 - Explain the return shipping label process 16

17 4. Expectations Setting

18 - Inform customer that returns are generally processed within 10 business days 19 - Note that refunds may take an additional 2 business days to appear in their account 20 - Explain any restocking fees or special conditions that may apply 21

22 5. Special Cases

23 - For damaged items, provide specific instructions 24 - For gift returns, explain alternate verification process 25 - For international orders, note any special procedures 26 Benefits of Using the Returns/Exchanges Support Skill Reduce Support Volume: Automate common return and exchange inquiries

1. Improve Customer Experience: Provide instant, 24/7 access to returns information
2. Ensure Policy Compliance: Consistently apply your return policies
3. Increase Efficiency: Free up your support team to focus on more complex customer needs
4. Enhance Transparency: Keep customers informed about return status and timelines
5. Best Practices for Returns/Exchanges Support

Set clear policies: Ensure your return and exchange policies are well-defined

1. Provide accurate timeframes: Set realistic expectations for processing and refund times
2. Balance security with convenience: Implement proper verification without creating friction
3. Offer alternatives: When possible, suggest exchanges or store credit instead of returns
4. Monitor effectiveness: Regularly review analytics to optimize your configuration
5. Troubleshooting

Why can't I access Custom Policy for Returns/Exchanges? Custom Policy is available only for Expert Zone eligible tiers If you're on a qualifying plan but don't see the option, contact support for assistance Why isn't my Returns/Exchanges Support Skill working? Verify that your Loop integration is properly connected (if applicable)

Check that the skill is toggled ON in your Support Skills dashboard Ensure your policy settings are properly configured Confirm your verification settings match the customer data you collect Why isn't my AI assistant recognizing exchange-related queries? Ensure the Support Skill is properly activated for both returns and exchanges

Getting Help If you need additional assistance with the Returns/Exchanges Support Skill, contact our support team through your Rep AI dashboard or visit our knowledge base for advanced configuration guides.