Guide returns and refunds with BuyScout® AI Store Agent

BuyScout® AI Store Agent automatically checks return or refund eligibility against the merchant's policy and actual order data, collects the required details, and sends store support a complete summary when approval is needed.

GDPR & AI Act compliant

Can BuyScout® approve or issue a refund?

BuyScout® does not approve or issue refunds. BuyScout® automatically checks the request against the store's policy and actual order data, collects the required details, and sends store support a complete case summary for review.

When shoppers need return help

BuyScout® can organize common and exception requests without deciding the merchant outcome.

A return within the published window

A shopper wants to return an unused item. BuyScout® checks the order and delivery dates against the published window, confirms the item-condition requirements, and guides the shopper through the next step.

A damaged or incorrect item

A shopper reports damage or the wrong item. BuyScout® identifies the affected order, asks targeted questions, and gathers the description and evidence the merchant requires before review.

The request falls outside published conditions

A shopper asks after the deadline or under an excluded condition. BuyScout® explains the applicable rule, collects any relevant circumstances, and prepares the request for merchant review without promising an exception.

How return guidance works

The skill matches available order facts to policy, then guides or prepares a handoff.

Check the order against policy

BuyScout® uses the verified order, delivery state, relevant dates, affected item, and shopper's reason to determine which published conditions apply.

Collect the required details

The AI Store Agent asks focused questions and gathers the condition, issue description, and requested evidence without making the shopper repeat known order facts.

Prepare a complete case

When approval is needed, BuyScout® confirms the summary with the shopper, then sends support the order facts, policy basis, answers, and available evidence.

Checking a late-delivery refund

Shopper:

My express order arrived late. Does the delivery guarantee cover a shipping refund?

BuyScout®: Checking the order and delivery guarantee

BuyScout®:

I checked the order. The published guarantee is three business days, and delivery took five. That meets the documented conditions for merchant refund review. Should I send support the verified details?

Shopper:

Yes, please send them.

BuyScout®: Sending the verified order details to support

BuyScout®:

Done. I sent the order and eligibility summary. The merchant will confirm approval. Under the policy, approved refunds go back to the original payment method within five to seven business days.

Outcome BuyScout® checks the actual order against the published guarantee and sends support a decision-ready refund summary after the shopper confirms.

What BuyScout® uses and prepares automatically

The Returns and Refunds skill reads the store's published policy and available order context automatically, then prepares a clear summary when merchant review is needed.

Published return and refund policy

BuyScout® automatically reads return windows, item conditions, exclusions, fees, evidence requirements, and refund methods and timing from the store's public policy pages.

Relevant Shopify order context

BuyScout® automatically uses the permitted order, item, fulfillment, delivery, return status, and refund information needed to apply the policy to the shopper's request.

A complete summary for merchant review

When approval, a label, inspection, exception, or payment decision is needed, BuyScout® sends store support the available order facts and collected shopper context.

How Returns and Refunds work automatically

No activation is required. BuyScout® keeps policy guidance separate from refund approval and movement of funds.

Read policy and order context

BuyScout® automatically finds the relevant store policy and checks the available Shopify order, delivery, return, and refund facts.

Check eligibility and explain the path

BuyScout® compares the request with published conditions and explains deadlines, evidence, fees, next steps, and documented refund timing.

Collect details and prepare review

BuyScout® asks only for missing details or evidence, confirms the case summary, and sends it to store support when merchant action is required.

Optional merchant controls

Merchants can restrict related order actions or add review guidance in BuyScout® Dashboard. Policy guidance still works automatically.

Return and refund boundaries

The merchant owns approvals, labels, inspections, exceptions, and movement of funds.

• Guidance is not approval Meeting visible policy conditions does not by itself confirm inspection, merchant approval, label creation, or movement of funds.
• Exceptions need merchant judgment BuyScout® sends out-of-window requests, damaged goods, missing evidence, regulated items, and disputed facts to the merchant's approved review process.
• Refund timing has dependencies BuyScout® can repeat the merchant's documented timing but cannot guarantee when an external payment system or financial institution will post funds.

Frequently asked questions

Can BuyScout® create a return label?
BuyScout® explains the store's return-label process and automatically notifies store support when label creation or review is required. BuyScout® does not claim that a label was created.

Which refund requests does BuyScout® send to a human?
BuyScout® hands off approvals, disputes, damaged-item reviews, missing evidence, conflicting data, out-of-policy requests, and other judgment calls.

What information helps with a damaged or incorrect item?
BuyScout® can collect the affected order and item, a focused description of the problem, whether it arrived that way, and the evidence requested by the merchant. BuyScout® sends the organized case to store support for approval, replacement, label, or payment decisions.

How does BuyScout® check return eligibility?
BuyScout® compares permitted order, item, fulfillment, delivery, and return facts with the merchant's published conditions and the shopper's answers. BuyScout® does not invent missing evidence or approve merchant-owned exceptions.

Can BuyScout® help with an exchange instead of a return?
BuyScout® can explain documented exchange rules when they exist. BuyScout® does not treat return eligibility as exchange approval, reserve replacement inventory, or decide price differences.

Can BuyScout® guarantee when a refund will appear?
No. BuyScout® can repeat the merchant's documented refund timing, but an external payment system or financial institution controls when the funds are posted.