Every merchant knows the feeling: you close the laptop at 9 pm, and by morning there are four return requests, a warranty claim with photos, and two WISMO tickets. None of them waited for you. They waited for nothing — and the customer felt every hour of it.
After-sales does not keep business hours. It is busiest when you are asleep, at lunch, or on a weekend peak. The question is not whether the work happens — it always does. The question is whether your policies decide it while you are away, or whether a customer waits for you to get back.
Autonomy, bounded by policy
Eturns decides within the rules you configure. Every autonomous action sits behind two gates: a confidence gate (the agent must be sure of its reading of the case) and a dollar gate (by default $200 — anything above that waits for your approval). Under the gates, the agent can approve a straightforward in-window return, accept a warranty claim with matching evidence, or reply to a tracking question with the live status — at 3 am, in Hindi or English, with every step logged.
Above the gates, nothing executes without you. No exception. The agent prepares the case, shows its reasoning, and waits. That is the difference between an operator and a blocker.
What you get back
The routine 60–70% of cases resolve themselves within policy. The remaining 30–40% — the ones that need judgment — reach you with evidence attached, decided faster because the context is already assembled. Your team spends its day on the cases that deserve a human, not on the ones that never did.
Autonomy is not about replacing you. It is about making sure the easy cases stop stealing time from the hard ones — and that your store answers your customers even when your desk is empty.
Written by Shubham, Founder of Eturns. Questions or feedback? Write to contact@eturns.app.