Returns and RMA Coordination Agent
Automates return merchandise authorization from eligibility check through label generation, restock routing, and refund initiation for e-commerce and retail orders.
Return requests today require agents to manually check order eligibility windows, condition rules, and category-specific policies before issuing an RMA number, then coordinate separately with shipping and finance systems for labels and refunds, often taking 24-48 hours per request
Customers abandon return flows when forced to call support or wait for email replies, and mismatched RMA numbers or missing labels cause warehouse receiving delays and duplicate refund disputes
High-return-rate categories like apparel and electronics compound the load, leaving support teams reactive rather than able to spot return-driving product defects
This agent evaluates the return request against order data and category policy instantly, issues the RMA and shipping label in one flow, and pre-stages the refund or exchange so it releases automatically once the item is scanned at the returns facility
The agent is triggered when a customer initiates a return through the self-service portal, chat, or email. It retrieves the order record, checks the item against return window, condition, and category exclusion rules, and uses an LLM to classify the stated return reason into a standard reason code. It then generates an RMA number and shipping label via the carrier API, sends confirmation to the customer, and creates a pending transaction in the finance system that auto-completes once the warehouse management system confirms receipt and inspection of the returned item.
Validate Return Eligibility
- Pull order details, purchase date, and item SKU from the order management system
- Check item against return window and category-specific policy rules
- Classify stated return reason into a standard reason code using NLP
- Reject or flag ineligible requests with a clear explanation to the customer
Issue RMA and Shipping Label
- Generate a unique RMA number linked to the original order
- Call the carrier API to create a prepaid or customer-paid return label as per policy
- Send RMA confirmation and label to the customer via email or portal
- Set an expiration on the RMA if the item is not shipped within policy window
Track Transit and Receiving
- Monitor carrier tracking status for the return shipment
- Match warehouse receiving scan to the RMA number automatically
- Trigger inspection workflow in the warehouse management system
- Alert support if the item is not received within the expected window
Release Refund or Exchange
- Confirm inspection pass/fail status from the warehouse system
- Auto-release refund to original payment method or store credit per policy
- Trigger replacement order creation for exchange requests
- Log reason code data to the merchandising analytics feed