Returns and refunds are a necessary part of ecommerce — but they’re also one of the most repetitive and resource-heavy processes for customer support teams.
Every “I want to return my order” message adds time, cost, and potential frustration to your workflow.
With Catana, you can automate Shopify returns and refunds using AI.
Catana’s intelligent voice and chat agents connect directly to your Shopify store, identify orders, apply your return policies, and process refunds — all without human intervention.
Why Automating Returns and Refunds Matters
Manual return handling costs time and money.
Support teams must verify order details, check eligibility and initiate refunds — tasks that are rule-based and perfect for automation.
By automating them, you can:
- Cut response times from hours to seconds
- Eliminate human errors
- Improve customer satisfaction
- Reduce refund-related support volume by up to 80%
How Catana Automates Shopify Returns and Refunds
1. Order Identification
When a customer calls or chats about a return, Catana automatically looks up their recent orders in Shopify using their phone number or email.
“I found your order for the leather tote bag placed on November 4. Would you like to start a return for that item?”
This ensures every return is tied to the right customer and product instantly.
2. Policy Validation
Catana checks your store’s return policy to confirm eligibility — including purchase date, return window, and product condition.
If eligible, it proceeds automatically. If not, it politely explains the reason.
“This order was delivered 12 days ago, so it’s still within your 30-day return window.”
3. Refund Automation
When the return is received, Catana triggers a refund automatically through Shopify.
It updates the order status, logs the event, and notifies the customer that their refund has been processed.
No manual review or repetitive data entry required.
4. Escalation for Exceptions
If a return falls outside policy or needs special review (e.g., damaged goods or partial refunds), Catana automatically escalates the case to your team with a detailed transcript — so your staff can take over with full context.
Benefits of AI-Driven Returns and Refunds
- Instant resolution: AI confirms and initiates returns immediately.
- Consistent policy enforcement: Every request follows the same rules.
- Lower costs: Cut repetitive refund workloads dramatically.
- Seamless Shopify integration: Direct access to real-time order and payment data.
- Better experience: Customers get instant, clear instructions without waiting.
Final Thoughts
Refunds and returns don’t need to slow down your operations.
By automating them with Catana, you can offer fast, consistent, 24/7 service while freeing your team from tedious backend tasks.
Search Catana in the Shopify App Store to start automating returns and refunds for your store.
