Use case · Returns
Automate returns with AI and workflows
Return questions are predictable but time-consuming: can this be returned, how do I do it, where's my money. Cuego checks the order, explains your policy and guides the customer, while you set the rules.
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.
Returns come with selling online, but the questions around them cost a disproportionate amount of time. Can this still be returned? Which steps do I follow? Is my refund on its way? Each question means looking things up in your shop, your return policy and your payments, all by hand.
Cuego automates the return questions that repeat. Cuego checks whether an order qualifies, explains your return policy in your words and guides the customer step by step. You set the rules: up to which amount or category Cuego handles itself and when a human reviews first.
The situation
Why return questions take so much back and forth
Return questions are always the same, but your team types every answer again and looks up every order by hand.
Customers don't know how the return works, so they email multiple times and get frustrated about the turnaround.
Without clear rules, the occasional return slips through that shouldn't have been allowed.
How it works in practice
With that context in place, this is what the next step looks like.
Recognizes the return question
Cuego recognizes the return question, links it to the right order and understands what the customer wants: start a return, status or refund.
Checks the policy, guides the customer
Cuego checks whether the order qualifies for return, explains the policy and guides the customer through the right steps.
Settles the return within your rules
Within your rules Cuego handles the return itself. Doubt or an exception? A draft is ready for your team.
What Cuego does with returns
Auto-check return eligibility
Cuego checks order, date and category against your return policy, so only valid returns are approved.
Explain policy in your words
Cuego explains your return terms clearly in your tone of voice, so the customer understands in one go.
Step-by-step guidance
Cuego walks the customer through the return: label, shipping, what to expect, without your team stepping in.
Refund status
Questions about 'where's my money' Cuego answers based on the current payment and return status.
You set the limits
Set up to which amount or category Cuego handles autonomously and when a human must approve first.
Patterns visible
Many returns on one product? Cuego makes that visible, so you can tackle the cause instead of just symptoms.
From context to result
What it delivers
What bringing context and action together means in practice.
Cuego looks up the order, explains your returns policy in plain language and prepares the return request. Creating it stays with an agent: they see the request with the order and the reason attached and only have to approve it.
Per topic you choose: on request, prepare a draft, or answer autonomously.
Explains your policy
in plain language, with the order attached
Creation stays with a person
the request is ready, an agent approves it
Three levels per topic
on request, draft prepared, or answer independently
FAQ
Frequently asked questions
Within the rules you set, yes. You decide up to which amount or category Cuego may handle autonomously; beyond that it prepares a draft for your team.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
Your Cue to Go.
Everything around your customer. Together.
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