After-sales and returns
Returns and complaints with the full history in view.
An agent that takes the return or complaint, gathers the history and leaves the case ready for the team to decide.
A return prepared for a decision
The example shows case D-0000: the return record with its details and, alongside it, the customer history the agent has gathered.
What you can do
- Take the request. Asks for order, product and reason; requests photos if needed.
- Gather the history. Finds the order in the ERP, the record in the CRM and emails.
- Prepare the case. Checks terms, such as the deadline, and leaves a proposal.
How the work flows
An example with fictional data to explain the workflow, not a customer case.
Return request
A customer says the size in order P-0000 is wrong.
History and terms
The agent finds the order and checks the deadline.
Case to review
The team receives return D-0000 and decides on an exchange or refund.
Connections and control
- Where the agent reads the history from and what it records is agreed.
- Refunds, credit notes and exceptions are approved by a person. The agent promises no compensation.
- Layered protection: personal-data filters and access control. Masking hides identifiers; it does not make the data anonymous.
- Photos and documents are used for the case and kept under the company’s rules.
Frequently asked questions
Does the agent decide whether to accept a return?
It prepares a proposal. The team decides, except simple cases the company expressly authorises.
Where does the history come from?
The order in the ERP, the record in the CRM and emails from the agreed mailbox.
Does it cover complaints and warranties?
Yes, with the company’s warranty terms.