AI Studio · E-commerce
Returns and refunds automation for marketplace sellers
Returns quietly eat a seller's margin. Customer returns, RTO parcels and damaged or wrong items each follow a different path on every channel, and the claim windows are short. Finaley AI Studio tracks every return from request to restock, reads the evidence, and lines up refunds and marketplace claims. Your team still approves every refund and every claim before it is filed.
Returns arrive faster than anyone can check them
A return can be a genuine size issue, a used item sent back, an empty box or a courier-damaged parcel. Marketplaces give a limited window to raise a SAFE-T or similar claim, and only with unboxing evidence. Meanwhile RTO parcels pile up at the warehouse unscanned, refunds on your own store wait in a queue, and nobody can say which return reasons keep repeating for which SKU.
How the automation runs
- 1
Log each return
AI agentThe agent records every return request and RTO from Shopify and the marketplace seller panels, with order ID, reason code and courier AWB.
- 2
Track it back to the warehouse
AI agentIt follows the reverse pickup on the courier portal and alerts the warehouse when a parcel is delivered back for inspection.
- 3
Compare evidence with the claim
AI agentUnboxing photos and inspection notes are compared with the customer's stated reason and the original shipment details for the order.
- 4
Prepare refunds and claims
AI agentFor your own store it drafts the refund; for marketplaces it assembles the claim with photos, weights and timestamps before the window closes.
- 5
Approval by your returns lead
Professional checkYour returns lead reviews each draft refund and claim, and approves, edits or rejects it before anything is submitted or paid.
- 6
Restock and report
AI agentApproved items are restocked or written off in your inventory, and return reasons are summarised by SKU for the catalogue team.
Covers your store, marketplaces and couriers
Finaley works in Shopify or WooCommerce, in Amazon Seller Central, Flipkart Seller Hub and similar panels, and on your courier or aggregator dashboard. Inspection photos can come from the warehouse phone, a shared drive or your WMS. Nothing changes for customers: they keep returning items the way they do today.
Refunds are a person's decision
Money leaving your account always needs approval. The automation never issues a refund, rejects a customer or files a marketplace claim on its own. It prepares the case with the evidence, applies your return policy as a suggestion, and waits for your returns lead to decide. Each decision is recorded.
What you get
- Marketplace claims filed inside the window
- RTO parcels scanned and restocked promptly
- Refunds approved with evidence in front of you
- Return reasons visible by SKU
Questions
Does it approve refunds automatically?
No. Every refund and every rejection is decided by a person on your team. The automation gathers the order, the return reason, inspection photos and your policy, and recommends an action. Your returns lead approves, edits or rejects it, and only then does the refund move forward.
Can it file SAFE-T or other marketplace claims?
It prepares the claim in the format each marketplace requires, with the evidence your team captures at unboxing, and tracks the deadline. Your team approves the claim before it is submitted, and the automation then follows its status until the marketplace decides.
What about RTO orders rather than customer returns?
RTO parcels are tracked separately. The automation watches courier portals for parcels marked returned to origin, reconciles them with what reaches your warehouse, and flags any shipment that the courier shows as delivered back but your team has not received.
Our warehouse does not photograph returns yet. Will this still work?
It works best with unboxing evidence, because marketplaces usually ask for it in claims. We can build the automation around whatever your warehouse records today, and point out the cases where missing photos weakened a claim so you can decide whether to change the process.
How do you make sure it matches our return policy?
You walk us through how your team handles returns, or share your SOP, and we test the automation on past returns your team has already settled. It goes live only when its recommendations match the decisions your team actually made.
More automations for E-commerce
- Customer support automation for online storesFinaley answers where-is-my-order questions, handles NDR follow-ups and drafts replies from your policies, passing complaints and refunds to your agents.Read more ›
- Order processing automation for ecommerce brandsFinaley pulls orders from Shopify and marketplace seller panels, checks stock and COD risk, creates shipments and flags anything odd for your team.Read more ›
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Show us how your team does it.
Send a screen recording or book a call. We build it, test it on your past work, and only switch it on when the results match your team's.