From "I Want to Return This" to a Label in Their Inbox
Relay reads a return request, verifies the order, the item, delivery, and your return window against live order data — then creates the return and emails the customer a prepaid label. Orders, refunds, exchanges, and tracking are all handled from inside the ticket.
Why Teams Love Returns & Order Automation
Returns Without the Back-and-Forth
The order lookup, eligibility check, and label generation that used to take three emails happen before an agent touches the ticket.
Policy Checked Every Time
Return window, delivery confirmation, and item match are verified against live order data before any label is issued.
Everything From the Ticket
Create returns, generate labels, check tracking, and propose refunds without switching to another tool.
Edge Cases Go to Humans
Warranty claims, defects, exchanges, and payment disputes always route to your team — with the AI's research already attached.
What You Can Do
Automated Return Labels
Eligible return requests get a prepaid label created and emailed automatically, at the cheapest available carrier rate.
Full Returns Lifecycle
Request, approval, label, in-transit, received, refunded — every stage tracked automatically on the ticket.
Live Order Context
Shopify and fulfillment data attach to every ticket, so replies and decisions are grounded in what actually happened with the order.
Refunds With Guardrails
Refund proposals account for restocking fees, prior refunds, and disputes. A human approves before money moves.
Common Use Cases
Frequently Asked Questions
Will it send a label to someone outside the return window?
No. It verifies carrier-confirmed delivery and your return window before creating anything. Out-of-policy requests route to your team with the full context so a human can make the exception call.
What about warranty claims and defective items?
Those always go to human review. The AI prepares the order history, item details, and policy context so your agent can decide quickly — but it never auto-resolves a defect or warranty claim.
Do refunds happen automatically?
Refunds are proposed with the correct math — restocking fees, prior partial refunds, and disputes accounted for — and a human approves with one click before anything is charged back.
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