Returns
Connect Returnless to your customer service with Cuego
Return status from Returnless in the conversation, looked up by order number or email address, in the same words the customer sees in your return portal.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
A customer asking about their return rarely wants to know which system holds the answer. They want to know whether the parcel arrived and when their money comes back. That answer sits in Returnless, and the question arrives in your inbox.
Cuego looks up the return the moment the question arrives. By order number when the customer mentions one, otherwise by the email address they are mailing or chatting from. The status appears next to the order, so an agent or the AI has the whole story in one screen.
Returnless works with two status layers: a fixed set of stages from request to completion, and on top of that the status names you configured in your own return portal. Cuego shows your own wording when it exists. That way the customer hears the same word they read in the portal, instead of a technical term from an API.
The context that comes with it
This information already exists somewhere
Cuego doesn't copy your system. This data comes in the moment a customer gets in touch about it, and moves back into the background afterwards.
Returns with return number and the order number of the original sale
The current status, in the wording you configured in Returnless yourself
The number of items the customer registered
The value of the return, including VAT and any shipping costs
Tracking numbers of the return shipment
The date of the original order and of the return registration
The integration in motion
1. The question comes in
Cuego only knows what the message says
A customer gets in touch. At that point Cuego knows nothing beyond what the message says: a name, an address and a question. Everything that makes the answer complete still sits in Returnless.
Return sent, no refund yet
Questions that answer themselves
With that data in place, nobody has to go looking. This is what can happen next.
Has my return arrived yet?
Cuego reads the return status and the tracking number of the return shipment. That makes visible the difference between a parcel still in transit and one sitting in the warehouse waiting to be processed. Those are two different answers, and the customer notices the difference.
When do I get my money back?
The refund amount is registered with the return, as is the stage it sits in. An agent does not have to guess how far processing has come. If a return stays in the same stage for a long time, that is visible in the conversation before the customer asks about it a second time.
I have several returns open
Searching by email address returns all of that customer's returns, not just the most recent one. For a customer who sent back three parcels in a week, that prevents an answer about the wrong return.
Was my request approved?
A return request awaiting review is not the same as a rejected request, and both differ from a return in transit. Returnless keeps those stages separate and Cuego carries that distinction into the answer.
How it works
How to connect Returnless
You need an API key from Returnless. Create it in your Return panel under Integrations, the API keys tab, using the Create API key button. Copy the key straight away, because it is not shown again later. Enter it in Cuego under Settings, Integrations, Returnless. Cuego then searches by order number using the filter Returnless provides. If only the email address is known, Cuego first finds the customer and then retrieves their returns.
FAQ
Frequently asked questions
No. This integration reads return status and writes nothing back to Returnless. Approving, rejecting and refunding all stay in Returnless itself.
See also
Keep exploring
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