Returns and exchanges.
No back-and-forth.
Returns automation with AI means a customer’s return or exchange is explained, collected and checked against your policy in one conversation, with no emails back and forth. Dazza explains your returns policy from your own pages, collects the order, item and reason, applies your rules in code, and sends the return to your team to approve.
Every return.
Three emails too many.
Returns rarely fail on policy. They stall on missing details: which order, which item, why, and what the customer wants instead.
The policy question
Can I return this? I’ve had it two weeks.
Your returns page answers it, if the customer could find the right line.
POLICYThe exchange
It doesn’t fit. Can I swap it for a 12?
A return and a new order in one. Your team needs the order, the item, the size and the reason.
EXCHANGESThe faulty item
It arrived broken.
It needs care, usually skips the normal rules and often needs a person to look.
FAULTSReturns, collected
and checked.
One template does the collecting. Your knowledge explains the policy, your decisions apply it, and your team has the last word.
Start a return TEMPLATE
Collects the order number, email, item and reason, shows them to the customer to confirm, then sends the return to your team’s inbox.
Your returns policy, cited
Windows, conditions and exceptions answered from your own pages. Your own answers win if a page is out of date.
Decisions on the reason
“If the reason is Faulty or damaged, hand over to a person.” Checked in code, so the same return always gets the same outcome.
Team approval
The customer is told the return is being checked; your team approves or declines in the inbox. On Growth and above.
Refunds through your tools
Connect Stripe over MCP and Dazza can check a refund for a verified customer, or refund within the checks you set. On Growth and above.
Photos of the damage
Customers attach photos and PDFs in the chat, by email or on messaging apps. Dazza looks at them, and your team sees them beside the return.
Decisions on the reason.
Approval for the rest.
Add decisions to Start a return, checked in order from the top. A faulty item goes to a person, a change of mind hears the policy first, and everything else goes to your team. Turn on approval and the customer is told the return is being checked until someone says yes.
- Decisions on any detail: is, is not, mentions, more than, less than
- The first decision that matches decides
- What the customer hears if your team declines
Generous where you are.
Firm where you’re not.
Every check is yours to set, and none of them rely on the AI deciding to follow them.
The customer confirms
Start a return shows the order, item and reason and waits for the customer to press Confirm. Nothing reaches your team until they do.
EVERY PLANDecisions in code
Your rules pick the outcome from the details collected: to the team, a link, a policy message or a person. The AI can’t talk its way past them.
EVERY PLANYour team approves
Mark the workflow, or one decision in it, as needing approval. Your team approves or declines from the inbox, and Dazza tells the customer.
GROWTH AND ABOVEAn exchange,
start to finish.
In this example, a customer asks to swap a size. Dazza explains the policy, takes the details once and sends it for approval.
- Priya: Hi, the linen shirt I ordered doesn’t fit. Can I swap the medium for a large?
- Dazza: Sorry it doesn’t fit. You can exchange unworn items within 30 days of delivery [1]. I can start that now. What’s your order number?
- Priya: 2048, and it’s priya@example.com
- Start a return
- Order number: 2048
- Email: priya@example.com
- Item: Linen shirt, M. Exchange for L
- Reason: Doesn’t fit
- Dazza: Thanks, Priya. The team is checking your exchange and will email your return label and instructions shortly.
- Your team: Approved by Sam in the inbox. Priya gets the label by email.
Behind the scenes
- Dazza answers the policy question from your returns page, with its source.
- The request matches Start a return, so Dazza asks only for what’s missing: the order number and email.
- Priya presses Confirm. The decision “Reason is Faulty or damaged → a person” doesn’t match, so the return goes to the team.
- Approval is on, so the return waits in the inbox until Sam approves it. Then Dazza follows up in the same conversation.
Returns on autopilot.
With you in charge.
Start with your policy in Knowledge, then switch on the template and the decisions that match how you work.
Check your policy
Make sure your returns page is in Knowledge, or write the key rules as Q&As. Ask the preview “can I return this?” to check.
Add Start a return
Pick it from the Online stores templates. Edit the reasons, and add a What would you like instead? detail for exchanges.
Add your decisions
For example, faulty or damaged items to a person, and approval for everything else.
Test, then go live
Try a return in the preview, playing the team to approve it. Then set it to Live and publish.
Can Dazza issue refunds?
Only through your own systems, and only in the ways you allow. Connect Stripe over MCP (Growth and above) and refund tools ask the customer to confirm, need a verified customer and can need your team’s approval. Without a tool, Dazza collects the request and your team refunds.
Can it handle exchanges as well as returns?
Yes. Add a detail for what the customer wants instead, such as the size or colour, and your team sees the exchange in one request.
Can customers send a photo of the damage?
Yes. Customers attach photos and PDFs in the chat, or send them by email and on messaging apps. Dazza looks at them before it answers, and your team sees them in the conversation with the return. See Photos and PDFs from customers.
Can it create a return label?
Not by itself. Switch the workflow to call your system (Scale and above), send the return to your returns tool, and reply with the label link for Dazza to share.
Will it bend the policy if a customer pushes?
No. Dazza explains your policy from your own pages, and the outcome comes from decisions checked in code. Anything outside them goes to a person.
Which plan do I need?
Start a return works on every plan, including Starter’s 3 workflows. Team approval is on Growth and above. See pricing.