One operator. Every after-sales job.
You keep the judgment. Your customers get the answer: returns, tracking, tickets, reviews, warranty, risk and recovery from one case, with a decision trail on every one.
01OperatorLive · Copilot first. You approve every action until you raise autonomyRead the operator guide →
One case. One decision. On the record.
You do not need eight tools to look like a brand. After checkout, your customer is waiting on a decision, and you are opening the inboxes that decision lives in. Eturns runs the case once, as a return, a tracking question or a ticket, so nobody restates the order in every app and no shopper is bounced between a portal, an email and a chat that disagree.
- 1
One case, both people
Order, window, history and evidence land together: the case your customer opened, the one you would have hunted for between tabs.
- 2
Weigh what you would do
Refund, exchange, credit or wait. Each option is weighed against the rules you wrote, not a generic script your customer has heard before.
- 3
Finish it, or bring it to you
Safe work resolves. The rest arrives on Decisions already written. Your customer is not left on “we’ll get back to you.”
Your desk is Today, Decisions, Impact, and Policies. Your customer’s desk is one answer.
FactEvery AI decision logged with its reasoning, kept for 7 years.
Today
Returns run on your policies. Decisions holds what needs you.
At a glance
2 decisions need you
A return over this store’s approval limit and a warranty claim with photo evidence.
PoliciesDecisionsFulfillRules first, judgment when needed, then logistics.
Returns
Who decides
Policy, money limits, and when Eturns acts alone.
How returns run
Labels, fee recovery, and which steps run without you.
What customers see
The portal, the returns hub, and which emails go out.
Decisions
Approve, change, or ask for evidence on held cases.
02ReturnsLive · Returns inspectionRead the returns guide →
A return is decided, not filed.
A return is a judgment your customer can feel. Eturns reads the reason, the window, the photos and how this shopper has returned before, then decides: approve, exchange, hold for evidence, or bring it to you. In-window, evidenced cases close on Shopify Returns. Your customer sees a decision; you see the trail. A window changed this afternoon does not rewrite a case from this morning.
- 1
Read what your customer sent
Reason, items, window and photos, plus history, so you are not guessing from a subject line, whether you have one inbox or a team.
- 2
Use the rules this return started under
The snapshot bound to the case decides auto, hold or escalate. Tonight’s policy edit does not rewrite this morning’s shopper.
- 3
Move it through Shopify
Refund, exchange or credit, through Shopify Returns. The label comes from your shipping setup, or one you attach, and reaches your customer by email. Exchange first when the math keeps your customer and the margin.
Your customer stops refreshing. You stop being the bottleneck on a box that is already home.
FactExchange or store credit offered before a refund. Store credit starts with a 10% bonus you can change in Policies.
Decisions
Triage at the top, then every open and past request.
- Return #10842 · $219.00 · FitIn window · 2 photos from the customer · exchange, one size upApprovedHandled for you
- Return #10851 · $640.00 · DamagedOver this store’s approval limitNeeds you
- Return #10839 · $84.50Photo evidence requestedWaiting on customer
Return #10842 · $219.00 · Fit
Arrived 02:14 · decided 02:15
- Reason
- Fit · wants one size up
- Policy check
- Policy v12 · inside your 30-day window · photos match a fit issue
- Action
- Exchange, one size up
- Why Eturns chose this
- Approved as an exchange. The return is inside your 30-day window, the photos match a fit issue, and the next size is in stock. The amount is under this store's approval limit, so Eturns took it.
03TrackingBeta · Tracking page in your brand, hosted by Eturns and opened from your storeRead the tracking guide →
Your customer sees the scan before they ask.
Most “where is my order” notes are a status your customer could have watched for themselves. Tracking opens from your store onto a page in your brand, not a carrier page. The same scan times a review, informs a recovery offer, and only becomes a case when a parcel fails delivery, goes back to the sender or stops moving. Nobody copies and pastes anxiety, and no ops desk is a queue of one question.
- 1
Status in your brand
Your customer follows the carrier scan on a page in your brand, opened from your store, with the next expected event, on day one or at Plus volume.
- 2
Escalate the stuck ones
A parcel that fails delivery, goes back to the sender or stops moving for five days becomes a case. “In transit” does not become a ticket you already answered.
- 3
One story on every desk
Returns, tickets, and review timing read the same scan your customer sees. Nobody is working off a different arrival date.
Your customer sees the next scan. You see exceptions, not a queue of “where is my order”.
FactTracking page in your brand, hosted by Eturns and opened from your store (in beta). The same on every plan.
Decisions
Triage at the top, then every open and past request.
- Order #10842 · exchange parcelOut for delivery · next expected event: delivery todayIn progressReview request held
- Order #10860 · $72.00Carrier exception · review request heldNeeds youCarrier status attached
- Order #10819 · $231.00Delivered 4 days ago · return window openDelivered
Order #10842 · exchange parcel
Shipped Tue · scanned 06:40 today
- Status
- Out for delivery
- Next expected event
- Delivery today
- Held until delivered
- Review request · recovery offer
- Return window
- Starts on delivery
04TicketsLive · Voice of customer repliesRead the tickets guide →
The reply already knows the order.
An after-sales thread is usually a decision about an order your customer already paid for. Eturns attaches the order, names the intent and drafts a reply in the voice you set. Routine questions can close. The hard ones reach you as a plan, so your customer gets a person when it matters, not a template, and nobody retypes the policy from memory at 11pm.
- 1
Put the order on the thread
Intent, order and after-sales state are already attached. Your customer should not have to paste the number twice.
- 2
Draft in your voice
The first reply sounds like the shop your customer bought from. You edit or send. No generic helpdesk, even if you are the only one answering.
- 3
Close the job your customer opened
If the thread was a refund or a “where is my order”, the same case can finish it. No handoff that loses your customer for two days.
You send, edit, or let the same case finish the refund your customer asked for.
FactFirst-reply targets run from 8h on Free to 1h on Scale; Brand sets its own.
Decisions
Triage at the top, then every open and past request.
- Ticket · Order #10842Where is my order? · answered from the orderSentHandled for you
- Ticket · Order #10851Asks about the refund · the case waits for youNeeds youPlan prepared
- Ticket · no order on the threadAsks to change an addressNeeds youOrder not found
Ticket · Order #10842
Arrived 08:00 · sent 08:02
- Intent
- Where is my order?
- Linked order
- Order #10842 · out for delivery today
- Draft · in your voice
- Your parcel is out for delivery today. Here is your live tracking page, so you can follow it without waiting on us.
- Why Eturns chose this
- A routine question with its answer on the order and the tracking page. Nothing to decide, so it went out.
05ReviewsComing soon · Review replies publish automaticallyRead the reviews guide →
Asked once the parcel has landed.
A review app collects reviews. Eturns asks at the right time, answers in your voice and reads the sentiment as an after-sales signal. A sizing complaint in a review, a return marked fit and a warranty claim on the same product are one signal seen three ways; a tool that only collects reviews never connects them.
- 1
Ask once the parcel has landed
The request waits while a delivery has an open exception. Nobody is asked for five stars on a late package.
- 2
Reply in your voice
Most reviews get a drafted reply in your voice that you approve or edit and copy to where the review lives. One- and two-star reviews come straight to you, so you answer the unhappy ones yourself.
- 3
Read the pattern
Recurring complaints feed the same defect pattern that warranty claims and returns raise, so the supplier and the product page hear about it once.
Your customer is asked once, at the right moment. You see the pattern before the next order does.
FactToday you publish every drafted reply. Review replies publish automatically from Growth (coming soon).
Decisions
Triage at the top, then every open and past request.
- Review request · Order #10842Held while the parcel was late · sent 2 days after deliverySentHandled for you
- Review reply · Order #108032 stars · sizing · reply drafted in your voiceNeeds youYou publish
- Pattern · runs small3 reviews and 2 returns on one productNeeds youRaised to you
Review request · Order #10842
Delivered Thu · sent Sat 09:00
- Trigger
- Delivered, plus 2 days
- Held for
- 1 day · carrier exception on the way
- Sent
- Sat 09:00 · in your voice
- Signal
- Sentiment feeds warranty and returns
06WarrantyBeta · Warranty defective-unit recoveryRead the warranty guide →
A claim is read as a product signal.
A claims tool processes the claim. Eturns asks whether the photo matches the defect described, whether this is the third claim on this product this month, and whether the supplier can carry the cost. The pattern that pauses recovery offers on the product is the one that turns a refund into a recoverable cost.
- 1
Check the photo against the claim
Photo review confirms the defect described. Small claims stay fast; larger ones wait for the photos before anything is decided.
- 2
Spot the pattern
Three similar claims on one product in thirty days raise a pattern alert and a supplier-recovery path instead of another refund.
- 3
Resolve, and recover
Replace or refund inside the warranty you set. Where your plan includes it, the unit comes back through a Shopify return and the cost goes to the supplier.
Your customer gets a replacement, not a form. You get a cost you can recover and a product page that knows.
FactWarranty defective-unit recovery (in beta). On Free and Starter: customer keeps the original. From Growth: Shopify return for the defective unit; label from your shipping setup.
Decisions
Triage at the top, then every open and past request.
- Warranty #W-331 · $149.00Photos match a known defect · same product as #10842Needs youPattern · 3 claims in 30 days
- Warranty #W-328 · $149.00Same product · replacedReplacedHandled for you
- Warranty #W-319 · $149.00Same product · replacedReplacedHandled for you
Warranty #W-331 · $149.00
Arrived 13:05 · third claim on this product
- Reason
- Photos match the defect described
- Pattern
- 3 claims on one product in 30 days
- Proposed action
- Replace, and recover the cost from the supplier
- Why Eturns chose this
- Pattern alert raised · supplier recovery available · 2 of 3 claims already replaced
07RiskLive · Risk checks that never auto-block a customerRead the risk guide →
A flag waits for you. Nobody is blocked.
A clear-cut pattern still waits for you. That is deliberate: it costs a little speed and earns the trust that compounds, because merchants and customers alike know Eturns cannot act against a person on its own. The signal is the same on every plan, the gates are the same, and the decision is yours.
- 1
Read the signal
Return frequency, ticket velocity, repeat photos and chargeback history feed one risk score across returns, warranty and tickets.
- 2
Hold, never block
A high score holds the case for your review with the evidence attached. There is no block-customer action for Eturns to take.
- 3
You decide
Approve, decline or ask for more. Your call stays on the trail with the signal that raised it, and the next case is read against it.
You see the flag with its evidence. Nobody is banned by a model they never met.
FactRisk checks that never auto-block a customer. The same gates on every plan.
Decisions
Triage at the top, then every open and past request.
- Return #10877 · $310.00 · DamagedThird return in 30 days · the same photo on two claimsNeeds youRisk flag · you decide
- Return #10842 · $219.00 · FitRisk check passed · 3 orders, first returnApprovedHandled for you
- Return #10851 · $640.00 · DamagedRisk check passed · over the approval limitNeeds you
Return #10877 · $310.00 · Damaged
Arrived 11:20 · held for your review
- Signal
- Third return in 30 days · the same photo on two claims
- Policy check
- In window · over the risk line you set
- Proposed action
- Hold for your review. Nobody is blocked.
- Why Eturns chose this
- A flag is a signal, not a verdict. There is no block-customer action, so the call is yours.
08RecoveryBeta · One-click post-purchase offersRead the recovery guide →
An offer only when it is welcome.
An upsell app optimises conversion. Eturns asks whether the offer is welcome. After an unresolved exception the right answer is a status update, not a cross-sell; after a smooth delivery a relevant product is welcome. Your rules rank offers first; the model reranks only when the after-sales context changes the answer.
- 1
Rules first
Purchase value, recency, category fit and the after-sales state rank the offers before the model is asked anything.
- 2
Held while a parcel is late
An open delivery exception suppresses every offer on that order. Trust is worth more than a marginal sale.
- 3
One click where your plan includes it
The offer shows right after checkout and joins the order with one click, or opens as a checkout link. Why it was shown or held is on the trail.
Your customer sees an offer only when it is welcome. You see why every one was shown or held.
FactRecovery offer acceptance (in beta). On Free and Starter: checkout link. From Growth: one-click.
Policies
The rules Eturns works under. Versioned, and fixed per case.
Who decides
How returns run
What customers see
Today
Returns run on your policies. Decisions holds what needs you.
At a glance
2 decisions need you
A return over this store’s approval limit and a warranty claim with photo evidence.
PoliciesDecisionsFulfillRules first, judgment when needed, then logistics.
Returns
Who decides
Policy, money limits, and when Eturns acts alone.
How returns run
Labels, fee recovery, and which steps run without you.
What customers see
The portal, the returns hub, and which emails go out.
Decisions
Approve, change, or ask for evidence on held cases.
How the agent decides
Seven steps. One record.
Returns, exchanges, warranty, tracking, reviews, tickets, risk and recovery share one loop. The job handling a return knows the ticket history; the one handling a warranty claim knows the recent risk signals. That is not an integration. It is the shape of the product.
The seven steps
- 1
Order
Return #10842 lands at 02:14. Eturns reads the order and the window it falls inside before anything else.
- 2
Evidence
Two photos from the customer, attached to the case before anything is decided.
- 3
Policy v12
The case is read against the policy version it arrived under. The stamp stays on it for good.
- 4
Options Eturns weighed
Four ways to settle it, each with a confidence. The three not taken stay on the record.
- 5
Approval limit
Set from this store's own orders. Under it, Eturns acts. Over it, the case waits for you.
- 6
Why Eturns chose this
The reasons in plain words, not a score, kept with the case.
- 7
Receipt
What happened in Shopify and what the customer was told, in one place.
How this differs from a returns app, a helpdesk and a tracking app →
Documented operating facts
- Your own limit
- Your approval limit is set from your store’s order values, so nothing above it executes without your approval. A number you type stays yours.
- 99.5% uptime objective
- The internal target we run the service against. A target, not a contractual SLA.
- Copilot first. You approve every action until you raise autonomy
- Every new store starts in copilot. Raise autonomy in Policies when the trail has earned it.
Questions merchants ask
The jobs share a case. The gates stay yours. Customers are never auto-blocked.
One operator across returns, tracking, tickets, reviews, warranty, risk signals, and recovery offers. It works inside the policies you set, with a decision trail on every case.