Customers looking to find how they can obtain a return or a refund on orders they have placed is one of the top volume drivers within Retail. Therefore, having a returns and/or refunds component to any bot will reduce friction by keeping information in the conversation rather than sending the customer to send an email or submit a contact form.
Returns or Refunds Flow
When using a returns or refunds flow within your bot, it's best practice to ensure you inform the customer of the following details to ensure the best experience:
- Returns or refund timeframe
- Options for a return or refund (in-store, by post)
- Provide an address for the return or a label for the customer to print
- Details on the return or refund policy
You will also need an API call to retrieve details of the order and the individual items from an order management system to present back to the customer to select what item they want a return or refund on. Once the customer has made their selection, you may then need an additional API call to start the return or refund process.
Outcomes
By using a returns or refunds flow within your bot, you could see the following metrics:
- Containment rates of 9.2% or more
- Match rates of 80-90%