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Workflow guide forE-Commerce Returns & Refunds Bot

Use this page to plan the content, boundaries, and tests for this workflow. Nothing is installed or applied when you create an account.

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This guide does not: Create an agent · Connect your data · Publish to your website

E-Commerce Returns & Refunds Bot

Private preview · no sources yet

Hello! How can I help you today?

Questions it struggled with

No handoffs yetAsk something it has no source for

Add: Current product, shipping, return, and payment information

What to prepare

  1. Prepare

    What to collect before you configure the agent

    • Current product, shipping, return, and payment information
    • Links customers can use for account-specific order actions
    • Rules for damage, refund, payment, and delivery exceptions

  2. Test

    Questions to run in the private preview

    Use the wording below as a starting point. Add misspellings, follow-up questions, missing-data cases, and a direct request for a person.

    • Question 1: How do I return an item?
    • Question 2: What is your return policy?
    • Question 3: When will I get my refund?
    • Question 4: Can I exchange instead of return?
    • Question 5: My item arrived damaged, what do I do?
    • Question 6: How long do I have to return something?
    Try one in the preview

  3. Write

    Starter instruction to adapt

    Paste this into your draft, then add the rules and tone your team has approved. The page does not copy it into Chatsy for you.

    Starter instruction

    Answer only from the approved source content. If the source does not contain the answer, say that you do not know and route the conversation to the team. Do not invent policies, reveal private account data, or run an action unless that action has been configured and tested.

  4. Review

    Checks to run before publishing

    • Each answer can be traced to current source content
    • Missing or sensitive answers reach the right team queue
    • The agent does not promise refunds, quotes, approvals, or account changes it cannot make
    • Every enabled action has been tested with a non-production example

Before you use this guide

No. This is an editorial workflow guide. Chatsy does not copy the guide, connect a source, or publish an agent when you create an account.

Add current, approved source content for the workflow. Define the questions the agent must hand off and name the team queue that receives them.

Publish only after the sample questions return correct answers, unknown questions hand off cleanly, and every enabled action works in a non-production test.

Related workflow guides

All workflow guides

Further reading

Add your content, then test the handoff

The signup opens a blank agent setup. Use this guide beside it, and publish only after your own test conversations pass.

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