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Return requests inside the return window, booked in one chat

A shop customer on Messenger wants to return an item. Ezro finds the order, checks the return window, asks one question and books the return.

Channel
Messenger
Works in
ERPNext
Ended
Done by Ezro

The situation

An online shop sells to customers who live on Messenger. When something is not right, they write there, not to a support address: the shoes are too small, the lamp does not switch on. They want to know two things. Can I send it back? What happens to my money?

Behind each of those messages is a short list of checks. Find the order. Find out when it was delivered. See if it is still inside the return window. Ask whether the item has been used. A person does that in a few minutes, but there are a lot of them, and they arrive on top of every other question.

The procedure

Written once, in plain words. This is all Ezro was given.

Return requests inside the return window, booked in one chat Live

Steps 1–6

  1. 1

    When a customer wants to return something, find their order by the order number they give.

  2. 2

    Check the delivery date. Returns are accepted up to 14 days after delivery.

  3. 3

    Ask once whether the item is unused and in its box, or faulty.

  4. 4

    IF

    It is inside the window and unused or faulty

    Create the return request and tell the customer how to send it back.

  5. 5

    Refunds are paid by finance once the item is back. Say so, and never promise a refund date.

  6. 6

    IF

    It is outside the window

    Say so kindly and assign it to the customer care lead with a summary. Exceptions are theirs.

What Ezro did

Each step from the run, with the record it read or wrote.

[ Run · Messenger ] Support

  1. Found the order from the order number in the customer’s message ERPNext · Sales Order SO-05128
  2. Checked the delivery date: six days ago, inside the 14-day window ERPNext · Delivery Note DN-04977
  3. Asked once if the item was unused and in its box. The customer said yes
  4. Created the return request and told the customer to drop it at the shop or ask for a pickup ERPNext · Return request RET-00412

Done by Ezro

Return booked and the customer told how it goes back. The refund follows once finance sees the item.

Why a procedure works here

A return policy is already a procedure. It has a window, a condition for the item and a next step. Written down, Ezro can follow it for every customer in the same way, and give the same answer on a Sunday night as on a Monday morning.

The shop keeps its policy and its exceptions. Ezro books the return when it clearly fits the rules, and says honestly that finance pays the refund after the item is back. Exceptions, like a return after the window, stay with the customer care lead, and Ezro assigns them with a summary. Orders, delivery notes and return requests are connected from ERPNext during setup, where you say which actions Ezro may take.