Returns & refunds
Make the next step after a return simple.
Help shoppers check return eligibility, choose an exchange or request a refund. Ruhu follows your policy and works through your order-management tools.
Start with the E-commerce Returns & Refunds template.
Shopper support
Customer
The shoes I ordered do not fit. Can I return them?
Ruhu
I can look up your order and check the return conditions for that item. Then we can review the options your policy allows.
Return options being checked
Help the shopper choose the right next step.
Examples build on the shipped returns-and-refunds template. Order and return-system connections are required.
Return eligibility
Check the order, item and return policy.
Shopper support
Customer
The shoes I ordered do not fit. Can I return them?
Ruhu
I can look up your order and check the return conditions for that item. Then we can review the options your policy allows.
Return options being checked
Behind the answer
- 01
Order verified
Find the customer’s order and purchased item.
- 02
Policy checked
Apply the configured return window and item conditions.
- 03
Options explained
Offer only resolutions available for this order.
Works with your systems
The answer comes from the source.
Your systems stay in charge of the facts. Connect the APIs this workflow needs and choose the actions the agent can take.
- 01
Orders
Read the purchase, items and fulfilment context.
- 02
Returns
Check eligibility and create the return record.
- 03
Inventory
Read replacement availability for an exchange.
- 04
Refunds
Submit approved refunds or store-credit requests.
These are system categories, not a list of ready-made integrations. Availability depends on the APIs and tools configured for your deployment.
Your policy sets the boundary
Automation with clear limits.
- 01
Use the right policy
Check item conditions and the return window before offering a resolution.
- 02
Confirm the choice
Make the shopper’s preferred resolution explicit before submitting.
- 03
Keep exceptions actionable
Route unavailable stock, policy exceptions and failed actions with the order context.
A practical starting point
Start with the workflow. Make it yours.
Adapt the procedure to your policies, connect its required tools, and test it before release.
Start with the E-commerce Returns & Refunds template.
Shipped starting templateE-commerce Returns & RefundsView workflow
Handles the full returns, exchanges, and refund lifecycle for e-commerce stores. Looks up the order, verifies return eligibility, classifies the return reason, and processes the customer's preferred resolution — exchange, refund, or store credit — via order management integrations.
A template provides the procedure. Your team configures the connections and reviews what the agent may do.
Define success together
Measure the work that matters.
Agree on a baseline and a focused pilot. Review outcomes alongside exceptions and customer feedback.
- 01
Resolution completion
Which eligible returns reached a confirmed resolution?
- 02
Repeat contacts
Which unclear statuses led shoppers to contact you again?
- 03
Exception quality
Did the support team receive the item and return details?
Suggested pilot measures, not published customer results.
Before you start
Questions teams ask.
Can Ruhu make exceptions to our returns policy?
Only the paths you configure are available. Exceptions that require a person should be routed for approval rather than presented as an automatic entitlement.
Are order-system integrations included?
The starting template provides the procedure and tool requirements. Your team connects those tools to your commerce and returns systems.
Can it guarantee when a refund will arrive?
It should communicate the status and timing supplied by your provider, without inventing a settlement date.
Start with one workflow
Bring us the return that takes too many messages.
We’ll map the policy, the order-system actions and the result you want to measure.