Canonical URL: https://chargezen.com/concierge/use-cases/returns-and-refunds

Returns and refunds

# Returns and refunds handled by your policy, not by a queue.

Concierge checks eligibility, starts returns, offers exchanges or store credit first, and handles refunds within the limits you approve.

[Start Concierge](https://admin.chargezen.com/signup?product=concierge)

Seconds

to answer, day or night

Every

channel your customers use

Your rules

decide what it can do

The problem

Returns are where loyal customers are won or lost. Slow, inconsistent answers turn a small issue into a bad review, and every refund that could have been an exchange is revenue gone.

Capabilities

## What it handles.

### Checks your policy

Confirms the return window and eligibility for each item.

### Exchange or credit first

Offers an exchange or store credit before a refund, when your policy allows.

### Refunds within limits

Issues refunds up to the amount you set; larger ones wait for approval.

### Asks for photos

Requests photos for damaged items, the way your team does.

Step by step

## How a request goes.

1

### The customer asks

On chat, text, WhatsApp, email or phone.

2

### Concierge looks it up

It finds the customer, their orders and your policy.

3

### It handles the request

Within the limits and approvals you set.

4

### Or hands off

Tricky cases go to your team with the full story.

Outcomes

## What changes.

### Answers in seconds

Customers get help right away, day or night.

### Your team freed up

People focus on the conversations that need them.

### Within your rules

Every action follows your policies and approvals.

## Common questions

### Can an AI agent handle returns and refunds?

Concierge checks eligibility, starts returns, offers exchanges or store credit first, and handles refunds within the limits you approve.

### How does it work?

The customer asks: On chat, text, WhatsApp, email or phone. Concierge looks it up: It finds the customer, their orders and your policy. It handles the request: Within the limits and approvals you set. Or hands off: Tricky cases go to your team with the full story.

### Does Concierge follow my rules?

Yes. Concierge only uses the tools and data you grant, answers from information you approve, asks for approval before consequential actions and keeps a record of every step. A teammate can take over any conversation.

### How much does Concierge cost?

Concierge Starter is $20 a month with 20,000 credits. Pro is $199 a month with 199,000 credits, or $1,990 a year. Phone and text charges are billed as used, and you can connect your own OpenAI or Anthropic account.

Related

## More requests Concierge handles.

[

### Order tracking

Concierge looks up the order, reads the latest tracking and tells the customer exactly where their package is, on chat, text, email or phone.

](https://chargezen.com/concierge/use-cases/order-tracking)[

### Order changes

Concierge updates shipping addresses, swaps items and adjusts quantities on unfulfilled orders, within the rules you set.

](https://chargezen.com/concierge/use-cases/order-changes)[

### Subscription changes

Subscribers tell Concierge what they need and it makes the change on the spot.

](https://chargezen.com/concierge/use-cases/subscription-changes)

## Put a digital employee to work.

Concierge answers your customers, runs back-office work on its own computer and gets better every week. See it on your own store.

[Start Concierge](https://admin.chargezen.com/signup?product=concierge)[Back to Concierge](https://chargezen.com/concierge)