Refund and return requests are among the most time-consuming tasks for ecommerce teams. Customers often call or message asking about refund eligibility, timelines, or how to send items back. Handling these manually can overwhelm your support staff and slow response times.
With Catana, you can automate the entire refund and return process using AI. Catana connects directly to your Shopify store, understands your return policies, and can process refund requests automatically — saving hours of repetitive work.
Why Refunds Are a Perfect Use Case for AI
Refund and return requests follow predictable, rule-based workflows.
Customers typically ask questions like:
- “Can I return this item?”
- “How long will my refund take?”
- “Where do I send my package?”
- “Can I get store credit instead?”
Because these queries rely on existing order data and clear business logic, they’re ideal for automation. Catana uses your Shopify data and policies to respond instantly and accurately.
How Catana Automates Refunds and Returns
1. Order Lookup
When a customer contacts your store, Catana automatically identifies their order by phone number, email, or order ID.
It connects to Shopify in real time to confirm:
- Order status (fulfilled, pending, delivered)
- Purchase date
- Payment and fulfillment method
This ensures the refund or return process starts with verified, up-to-date information.
2. Policy Validation
Next, Catana checks your store’s return and refund policy.
For example, if you allow returns within 30 days for unused products, the AI will verify the purchase date and eligibility automatically.
It can also explain conditions like restocking fees or final-sale exclusions without escalating to a human agent.
3. Customer Communication
Catana responds conversationally through voice, explaining the next steps clearly.
This creates a smooth, human-like experience without requiring human input.
4. Refund Initiation
Once approved, Catana can trigger refund workflows directly through Shopify or your payment processor.
It updates the order status, sends confirmation messages, and notifies your team in real time — ensuring every transaction is logged and traceable.
Benefits of Automating Refunds with Catana
- Instant response: Customers get answers in seconds, not hours.
- Fewer tickets: Reduce refund-related support volume by up to 70%.
- Lower costs: No human labor needed for repetitive refund checks.
- Consistency: Every request follows the same verified process.
- Improved trust: Transparent, instant communication builds confidence with shoppers.
Final Thoughts
Refund and return management doesn’t need to drain your support team. With Catana, you can automate every step — from verifying orders to issuing refunds — all while maintaining full compliance with your store policies.
Search Catana in the Shopify App Store to start automating your refund and return requests today.
