In-Chat Returns and Exchanges with Loop Returns
CX Agent
Returns have always meant a detour: your customer asks for help and gets a portal link to finish on their own. We built Siena to carry the whole return. She now creates the return in Loop Returns right inside the conversation, exchanges included, on live chat or email. Siena is the first AI agent to do this with Loop Returns.
What's New?
Returns created in the conversation: Siena finds the order, lists the items your customer can return with your own Loop Returns reasons, and asks your condition questions. She reads back the refund, store credit or exchange, and creates the return once the customer says yes.
Exchanges for the right size or color: When a customer wants a swap, Siena offers the sizes and colors of the same product that are in stock at the same price, and confirms it plainly: "Exchange of the tee (S) for M, at no extra charge." One return can mix an exchange with a refund.
Labels and tracking in the chat: Siena shares the prepaid return label and tracking number in the conversation as soon as your store provides one, and resends it whenever the customer asks. She also checks return status and cancels returns on request.
Why you'll love it?
Your customers start and finish the return in the same chat, on the channel they picked. Siena works from the reasons and condition questions you already set in Loop Returns and passes on only the customer's own answers, so the return reaches your team ready to process.
Your team gets back the time spent walking customers through portals and resending labels, and can focus on the cases that need a person.
