Check return requests against your policy
Maito checks each return request against the order and your policy and drafts the authorization.
Customer support · Ecommerce · When something happens · Updated
Slack
Intercom
Pylon
Zoho Desk
Unthread
FreshdeskHow do you check return requests against your policy?
To check return requests against your policy, route requests to Maito. It reads the order, checks each item against your return window and final-sale rules, works out the refund or exchange cost and flags a deadline that is about to pass. It drafts the reply and creates the return after you approve.
How it's done today
Staff look up the order and the policy, then make the return label by hand.
What Maito does
- Match the order and items
- Check the return window and item rules
- Propose the outcome
- Route exceptions to a person
Example
Loop run: New return request · order #7302
Elena asks to return two items from order #7302, delivered Sep 19. • Linen dress, $128.00, too small: eligible. Policy allows 30 days from delivery, so today, Oct 19, is the last day. • Leather belt, $34.00: not eligible. It was sold as final sale. Refund to the original payment would be $121.05 after the $6.95 return label. An exchange for a size 10 has no label cost, and size 10 is in stock. Catch: if this waits until tomorrow, the dress is out of policy. From the store order and our return policy. Reply to Elena is drafted for approval.
@Maito Approve the dress, and offer the size 10 exchange first. Say no to the belt.
Return RMA-7302-1 created for the dress and a prepaid label attached. The reply to Elena offers the size 10 first, and explains the belt is final sale. Sent.
Maito (10:30 AM):
Elena asks to return two items from order #7302, delivered Sep 19.
• Linen dress, $128.00, too small: eligible. Policy allows 30 days from delivery, so today, Oct 19, is the last day.
• Leather belt, $34.00: not eligible. It was sold as final sale.
Refund to the original payment would be $121.05 after the $6.95 return label. An exchange for a size 10 has no label cost, and size 10 is in stock.
Catch: if this waits until tomorrow, the dress is out of policy.
From the store order and our return policy. Reply to Elena is drafted for approval.
Sam (10:34 AM):
Approve the dress, and offer the size 10 exchange first. Say no to the belt.
Maito (10:36 AM):
Return RMA-7302-1 created for the dress and a prepaid label attached. The reply to Elena offers the size 10 first, and explains the belt is final sale. Sent.
How to set it up
- Ask your agent
“When a return request comes in, match the order, check it against our return policy and post a proposal in #support for me to approve.”
- Connect ecommerce platform
- Shopify
- Amazon Selling Partner
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It applies your written policy. Exceptions you make by judgement, such as a loyal customer, stay with you.
Questions
No. It drafts the decision and creates the return only after you approve.
Shopify or Amazon Selling Partner for orders and your support desk, such as Intercom, Pylon, Zoho Desk, Unthread or Freshdesk.
Yes, if you share it. Maito remembers policy rules shared in a thread.
