Returns & exchanges
Checks eligibility, books the return pickup, and lines up the exchange or refund in one conversation — including in-store returns of online orders.
A return is one decision
stretched across five systems and three days.
Five tabs per return
Eligibility in the policy doc, the order in Shopify, the pickup in the carrier portal, the refund in Stripe, the reply in the helpdesk. One agent, five logins, one small return.
Booked ≠ picked up
The return is 'processed' the moment the label is issued — then the pickup fails twice and nobody notices until the customer writes again, angrier.
Refunds by default
An exchange keeps the revenue; a refund returns it. But an exchange is more clicks, so under queue pressure everything becomes a refund.
The policy says yes in one second. The process takes three days to agree.
One conversation books all of it. And watches until it's done.
- Order #5108 · delivered Friday, window open
- Size M in stock 14 units, same SKU
- Return policy 14 days, unworn, tags on
"The jacket's too big — can I swap it for an M?"
Checks window, item condition terms, and live stock for the exchange size.
- Pickup booked Wednesday AM slot, label issued
- Replacement reserved M, ships on first scan of the return
Books the reverse pickup and messages the label + slot.
Reserves the M so it can't sell out while the return travels.
- Pickup scan 9:40 AM — first attempt, no chase needed
- Replacement shipped same hour, tracked in-channel
Your return is picked up and your size M is on its way — here's the tracking. Nothing more to do.
Eligibility, booking, pickup, dispatch — one thread.
- Condition mismatch — warehouse photo attached
- Policy options drafted: partial refund or return-to-customer
Pick the outcome — the photo, policy clause and draft replies are in the case.
Decision signed, customer told, case closed — 30 seconds of your day.
Same returns. One conversation.
| Moment | Before Clarwiz | On Clarwiz |
|---|---|---|
| Eligibility check | Policy doc open in a second tab. | Checked against the clause, instantly. |
| Pickup booking | Carrier portal, manually, later. | Booked in the same conversation. |
| The exchange | Skipped under pressure — refund instead. | Reserved and shipped on first scan. |
| Failed pickups | Discovered when the customer complains. | Watched; re-booked; customer told first. |
| Revenue kept | Refund by default. | Exchange by default, refund by choice. |
Can it handle in-store returns of online orders?
What if the exchange size sells out while the return is in transit?
Who decides on items that come back damaged or worn?
Does it charge or refund price differences on exchanges?
What do we need to integrate before a demo?
See this run on your own data.
Thirty minutes, nothing connected.
We take this process, connect nothing, and show you the run end to end on your real conversations and orders. When you're ready, go live at the autonomy level you choose.