Managing returns is a costly, time-consuming process for ecommerce teams. Customers expect fast responses, simple instructions, and clear refund updates — but manual handling slows everything down. Each return ticket takes valuable time away from sales and fulfillment.
With Catana, you can automate ecommerce returns end-to-end. Catana’s AI voice and chat agents connect directly to your Shopify store, letting customers initiate returns, get eligibility confirmations — without a single support rep involved.
Why Returns Are Ready for Automation
Return requests follow predictable patterns and policies.
They usually require three steps:
- Verify the order
- Check return eligibility (policy, condition, or timeframe)
- Provide return instructions.
Because these are structured, rule-based workflows, AI can manage them reliably with full accuracy. That makes returns one of the easiest and most impactful support areas to automate.
How Catana Automates the Return Process
1. Order Verification
When a customer calls or messages, Catana instantly identifies them using their email or phone number and retrieves their order details from Shopify.
“I see your order for the wireless headphones placed on October 18. Would you like to start a return for that item?”
The AI validates purchase data automatically before taking the next step.
2. Policy Eligibility Check
Catana reviews your return policy — stored within your connected Shopify data or help center — to ensure the request qualifies.
If the product is within the allowed return window and meets your conditions, Catana proceeds automatically. If not, it explains why politely and clearly.
“Your order was delivered 12 days ago, which falls within your 30-day return window. I can help you get that started.”
3. Status Tracking and Notifications
As the item moves through the return process, Catana monitors tracking data and updates both the customer and your team. When the package is received, it confirms receipt and initiates a refund directly through Shopify.
4. Escalation for Exceptions
If an item is damaged, outside policy, or requires manager approval, Catana automatically routes the request to your human support team with a complete transcript — ensuring a seamless handoff without redundant questions.
Benefits of Automating Returns with Catana
- Instant customer response – No more waiting for email replies.
- Consistent policy enforcement – Every return handled by the same rules.
- Reduced support volume – AI handles up to 80% of return requests automatically.
- Seamless Shopify sync – Refunds and order updates post directly to your dashboard.
- Improved customer experience – Clear, 24/7 support that feels personal and fast.
Final Thoughts
Returns don’t need to slow down your ecommerce operations.
By automating them with Catana, you eliminate manual back-and-forth, reduce support costs, and provide customers with instant, self-service return options that build trust and loyalty.
Search Catana in the Shopify App Store to start automating returns for your store.
