Eturns is the AI operator for Shopify after-sales.
What we built, why we built it, the lines we won’t cross, and the numbers behind it.
Why we built it
The moment a customer pays, a second job starts. The return that needs a yes. The “where’s my order?” email. The refund you’re not sure about. Your customer doesn’t see separate jobs. To them, it’s one conversation with your shop, and it decides whether they come back.
Most shops hold it together with a patchwork: a returns app, a helpdesk, a tracking page, a review tool and a warranty spreadsheet. None of them talk to each other, and none of them decide anything. So you read every request and click every approval yourself. Often it’s long after you meant to stop for the day.
What Eturns does
Eturns reads each request the way you would. It opens the order, checks your return rules and looks at the photos. Then it works out the fair answer: approve it, offer an exchange, ask for another photo, or bring it to you. Whatever it picks, it writes down why.
It handles returns, exchanges, refunds, warranty claims, tracking questions, support emails, reviews, risk checks and thank-you offers. Every one of those jobs knows what the others know.
It isn’t another dashboard telling you what to do. It’s a co-worker that does the work inside the limits you set, and shows its work on every request.
How you stay in charge
Every store starts in copilot, so in copilot no refund or exchange goes out until you say yes. Answers in the shopper portal do not wait. Your rules still turn down a return they don’t allow, like one past your return window. Updates you’ve switched on, like tracking emails and review requests, still go out on their own. When you’re comfortable, let it act on its own in Policies. After that, it stays under your approval limit.
That limit is set from your own orders, not one number for every shop. Anything above it waits for you. You can type your own limit any time, and it stays yours.
Every request keeps its decision trail. That’s a written note of what Eturns looked at, the choices it considered and why it picked one. It also records the money involved and your rules as they stood when the request came in. If something looks off, Eturns shows you the warning signs. It never blocks a customer on its own.
What we reject
Four lines from our manifesto. They’re not slogans: each one rules something out of Eturns, so you know where we stand.
- We reject AI that auto-blocks customers.
- We reject pricing that punishes growing merchants.
- We reject “AI replaces humans” framing.
- We reject treating compliance as a marketing checkbox.
Who we are
We’re Eturns Inc., based in Singapore. We build Eturns for Shopify merchants of every size. Some answer their first returns at the kitchen table. Others run a Shopify Plus team juggling apps that don’t talk to each other.
Our Terms, Privacy, Security and Subprocessors pages are all public. We also publish how to reach our India Grievance Officer under the DPDP Act.