Returns triage that decides before a human opens the box
Photos, order history and customer notes settle refund or repair in minutes, with a draft reply queued for approval.
The problem
A returns inbox fills with blurry photos, missing labels and long threads. Staff open every box just to confirm what the photo already shows, then retype the same reply. Exceptions sit for days because only a supervisor knows the warranty or restock rules.
What AI makes possible now
The automation reads the return request, photos, order history and any prior messages. It checks the item against your return policy, warranty window and resale condition. It drafts one of three outcomes: refund, repair return or reject with reason. A staff member approves or edits before the customer sees anything.
How it works
- Customer submits a return request with photos and order number.
- Automation matches the order, pulls the return window, item condition and purchase history.
- It classifies the outcome and writes a customer reply using your policy and tone.
- Staff approves the reply and any refund or repair label before it sends.
The first thirty days
Ship a Slack or email inbox that surfaces only the return requests needing a decision. Each one shows the predicted outcome, the reason and a draft reply. You still click approve or edit.
How it earns
You save the labor of opening simple returns and retyping replies. The automation can also reduce refund leakage by catching out of window or damaged returns early. Nexibeo runs it on the fixed fee.
Why now
Returns are already the biggest hidden cost in ecommerce. Vision models can now read a photo and order history well enough to make a first call, with a human still holding the final say.
First customers
Mid sized online retailers whose returns inbox consumes one full person each week. Brands with return policies that repeat but still require a human judgment call.
The hard part
Policy edge cases are messy and a wrong reject can cost a customer. You need clean order data and clear return rules, or the automation will ask a person more than it saves.
Build this with us
We map your current return rules and build the first refund or repair triage on one channel in thirty days. Tell us where returns pile up and we will show you the draft approval flow.