Feature · OpsPolicy engine

Approve, deflect, or escalate - by policy

Returns automation applies your eligibility windows, refund rules, and sentiment signals in voice - so humans only see true edge cases.

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Decision paths

Three outcomes, one conversation

Approve

Eligible within window and policy - start the return or exchange path in-conversation.

Deflect

Outside policy or final-sale SKU - explain clearly and offer allowed alternatives (credit, exchange later).

Escalate

Damage claims, disputes, or VIP exceptions - hand off with transcript and order IDs attached.

Ops focus

Your team keeps the exceptions

Repeatable RMAs stay in voice. Damaged goods, chargebacks, and judgment calls land with full order history and conversation notes - no re-asking.

Automate routine return decisions

Configure policy rules once and let voice clear the volume that used to fill your queue.

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