The customer has no order number
Collect alternative details permitted by your process. A missing number should not become automatic rejection of a complaint.
Support
AI agent for returns and exchanges
An AI agent records the order number, issue and requested next step so your team can review a return or complaint without repeating questions.
The customer context
The wrong size arrived.
A wrong size and a damaged item need different follow-up. Telp collects agreed information and explains published policies while the decision stays with your team.
What remains after the conversation
The AI agent opened case R-1234 and delivered the exchange reason, order reference and contact to support. The responsible team decides on the exchange.
Telp assistant
Website
From a question to the next step
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01
The customer reports an issue.
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02
The agent collects details and explains published instructions.
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03
The team reviews and follows up.
Prepare a return request your team can investigate
The AI agent clarifies what arrived, what the customer expected and what they want to happen next. A wrong size, damage and a refund request are different situations. Initial product and order checks are covered in product and order support.
Provide the current reporting procedure and the details your team needs to check. The agent explains published policies; it does not decide customer rights or exceptions. The broader handoff approach is described in AI customer support.
The customer needs an urgent replacement
Record the desired outcome without promising another shipment. Your team checks the order, availability and conditions before agreeing the next step.
FAQ
Frequently asked questions
Does AI approve a return?
This scenario covers intake and preparation. Your team decides approval and the resulting action.
What does it ask when a customer reports a problem?
The order number, item, problem description and desired next step, according to your procedure. It should not request information unnecessary for the investigation.
Can it promise a refund?
Not from the problem description alone. Approving and executing a refund are separate steps that this intake workflow does not confirm.
Does it assess legal deadlines for complaints?
It can convey your approved instructions, but should not provide an independent legal judgement. Unclear deadlines or exceptions go to the responsible team.
What if the customer reports several issues?
The agent clarifies which items and orders each issue concerns. The goal is a clear report, not automatic merging of different replacement decisions.
Does an employee need to ask for the entire problem again?
The transcript is available for follow-up. An employee can ask for the additional information needed for investigation or a decision.
Explore related pages
Related channels, stores and examples
Support
AI agent for customer support and handoff
Resolves repeat questions from approved knowledge and hands complex cases to an operator without making the customer repeat everything.
Ecommerce
AI agents for ecommerce customers
Help shoppers discover products, answer approved store questions and route order support from chat and messaging channels.
Want to validate this workflow with your own examples?
Tell us the channel, current process and first result you want to improve. We will suggest a focused rollout path and the cases your team should test.