Returns and refunds
Policy and history checked in seconds, label issued; the refund executes when the carrier scans the parcel.
Returns and refunds is an agent scenario in the Retail & E-commerce sector running on the app, web, whatsapp, email channels. Trigger: Return request from the app, web or email. The Returns Supervisor coordinates 3 specialist agents (Intake Agent, Policy Agent, Fulfilment Agent) across 4 systems (Shopify / OMS, Carrier API (Yurtiçi, DHL), Payment Gateway (iyzico), Email (Exchange)); of 10 steps, 3 write to systems and 2 are checks or approvals. Outcome: Return record and label ready, refund armed on carrier pick-up, customer informed. Approval rule: Refund > 2,500 or > 5 returns in 12 months → team lead approval.
Returns and refunds
- In-app return request: order #100377, 2 items, reason "wrong size"
- Order delivered 26 Aug, 2 items totalling 3,180, paid by card
- Policy: within 14 days, tags attached, returnable category → eligible
- History: 3 returns in 11 orders over 12 months (27%), no abuse signal
- Plan: return label → approval threshold → return record → refund → notify
- Free return label created: YK-8812 0034, valid for 3 days
- Refund > 2,500 → team lead approved in 2 minutes
- Return record created, stock flagged as "expected return"
- 3,180 refunded to the card on the carrier pick-up event
- Email: return confirmation, label and 3–5 working day refund timeline
- ■completed
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Return request from the app, web or email
Return record and label ready, refund armed on carrier pick-up, customer informed
Agents
Returns Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Intake Agent
Finds the order and classifies the return reason
get_orderextract_return_reasonclassify_reasonPolicy Agent
Assesses eligibility and abuse signals
get_return_policycheck_eligibilityget_customer_return_historyFulfilment Agent
Creates the label, records the return, issues the refund
create_return_labelcreate_returnissue_refundsend_emailSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Returns Supervisor | In-app return request: order #100377, 2 items, reason "wrong size" | — | 200 | — |
| 02 | tool | Intake Agent | Order delivered 26 Aug, 2 items totalling 3,180, paid by card | Shopify / OMS | 360 | — |
| 03 | verify | Policy Agent | Policy: within 14 days, tags attached, returnable category → eligible | — | 620 | 540 |
| 04 | reason | Policy Agent | History: 3 returns in 11 orders over 12 months (27%), no abuse signal | — | 480 | 390 |
| 05 | plan | Returns Supervisor | Plan: return label → approval threshold → return record → refund → notify | — | 240 | 180 |
| 06 | write | Fulfilment Agent | Free return label created: YK-8812 0034, valid for 3 days | Carrier API (Yurtiçi, DHL) | 420 | — |
| 07 | approval | Returns Supervisor | Refund > 2,500 → team lead approved in 2 minutes | — | 2,400 | — |
| 08 | write | Fulfilment Agent | Return record created, stock flagged as "expected return" | Shopify / OMS | 380 | — |
| 09 | write | Fulfilment Agent | 3,180 refunded to the card on the carrier pick-up event | Payment Gateway (iyzico) | 540 | — |
| 10 | notify | Fulfilment Agent | Email: return confirmation, label and 3–5 working day refund timeline | Email (Exchange) | 240 | — |
Outfit stylist: a complete look by size, stock, budget and style
The customer sends a photo and a sentence; the agent builds three looks that are in stock, fit and within budget, and adds the chosen one to the cart.
Where is my order? (WISMO)
Customer asks, order and carrier events join instantly; on delay a new ETA is given and a trace opened.
Product Q&A assistant
Size, compatibility and spec questions answered from catalogue and return data; stock and price verified.
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