Returns prepared before a person opens the ticket

Client: a retail chain in Central Asiato confirm. Built by the team behind Sendgage.

−30%time to process a return

Measured in production against the period before launchto confirm.

Built onCRM and order system

ChannelMessaging and web chat

Time to production— to confirm

Team that owns itCustomer service

Before

What wasn't working

Every return started with the same back-and-forth: which order, what's wrong, send a photo. Reps spent most of each ticket collecting facts before they could decide anything.

What the agent does

The agent finds the order in the client's system from the phone number or order ID.
It asks for the reason and photos and checks them against the return policy.
It opens the ticket with a ready decision: approve, reject with the policy line, or needs a person.
The rep confirms in one click. The customer hears back in the same chat.

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