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Retail & Ecommerce · Support

Returns & Exchange Enquiry

Explain the published return process and prepare a request for the service team.

For retail & ecommerce teams handling support conversations.

Example workflow
Discuss this workflow →

What this chatbot helps with

  • Explain the published return process and prepare a request for the service team.
  • Clarify order reference before the team follows up.
  • Organise item, request type, brief reason into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about returns & exchange enquiry.
Which order and item does this concern?
I’m enquiring about order reference. Could your team help me understand the options and process?
Would you like a return or exchange reviewed? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify support intent and explain the scope.

  2. 02

    Relevant questions

    Which order and item does this concern?

  3. 03

    Captured details

    Order reference · Item · Request type · Brief reason

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Order reference
  • Item
  • Request type
  • Brief reason

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Product catalogue and approved specifications
  • Delivery, returns and warranty policies
  • Customer service escalation routes
  • Approved answers to “Which order and item does this concern?” and “Would you like a return or exchange reviewed?”
  • A named team responsible for returns & exchange enquiry enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Eligibility, collection and refunds require staff or an authorised order system.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

A rejected request, damaged item or policy exception.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your support process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and a rejected request, damaged item or policy exception.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about returns & exchange enquiry

What does the team need from the first conversation?

Start with order reference and item. Collect the other suggested details only if they help the next action. Would you like a return or exchange reviewed?

Can it complete this request automatically?

Eligibility, collection and refunds require staff or an authorised order system. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

A rejected request, damaged item or policy exception. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your retail & ecommerce process. Which order and item does this concern? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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