WhatsApp AI Agent for Returns | Handle Returns 24/7

What Your Returns AI Agent Handles

Post-delivery questions and requests, handled on WhatsApp.

Answers the Policy Question First

Return window, item condition, exclusions and shipping costs, answered instantly from your actual policy.

Checks the Request Against Your Rules

The agent checks order date, item and condition against your return policy, and never makes up an exception.

Collects the Return Without a Form

Order number, which item, and why - gathered in the conversation the customer was already in. No portal, no login, no ticket.

Raises the Return in Your System

Connect your returns or order system & the agent creates the request and books the pickup mid-chat, instead of handing your team something to key in later.

Tells Them Where the Refund Is

"It's been a week." The agent checks the actual state of the refund and gives the real answer with your stated timeline - rather than a promise someone has to keep.

Sends the Hard Ones to a Person

Edge cases like late returns, high-value items or damaged orders go straight to your team, with the full conversation attached.

How to Build Your WhatsApp Returns AI Agent in Minutes

Here's how a real brand goes from zero to a live Returns AI Agent on WhatsApp.

Build Your Agent from Your Website

Click AI Agent, add your website, and AiSensy automatically builds an agent trained on your business.

Website (required)
Business type
Anything special it should know? (optional)
Business context (optional)

Then hit ✨ Create agent.

Add Your Business Profile

Add your website & AiSensy auto-generates your business description. Set your agent's name, greeting, and a few ground rules it must always follow.

Website
Agent/business name
Greeting message (optional)
Store currency
Business type
What the business does
Ground rules

Train the Agent with Your Knowledge

Train the agent on your business - it answers from your information, not generic replies. Every source shows "Ready" once learned.

Details to be filled are:

Crawl a page (website URL)
Upload files (PDF, DOC, TXT, CSV - up to 50MB each)
Paste text (policies, scripts, price lists)

Choose the Images It Can Share

Control the visuals your agent can share in chat - product shots, catalogs, offers. Untick any image it shouldn't send.

Image library (enable/disable per image)
Search images

Create the Returns Skill

Open Add Skills and check the prebuilt list first - if the skill you need isn't there, hit Create custom, name it Returns, and pick Task skill as the type.

What kind of skill is this? (Task skill)
Icon & name: Returns
When should the agent use it?
Instructions
Add skills

Enable It on Your Agent

Your new skill lands in the Skills list. Switch it on, expand it to set your qualifying questions, your cut-off and where a qualified applicant should go, then hit Done.

Skills list
Enable the returns skill
Expand to configure its variables, templates & ads
Skills enabled counter

Add Your Products

Choose which catalog items the agent can recommend - so every suggestion comes from your actual range.

Catalog products (select what the agent may recommend)
Add products by hand (for bundles or items not in your store)
Sync from Shopify
Sync from WooCommerce
Import CSV/XLS

Connect Your Payment Gateway

Connect your payment gateway so the agent closes sales with a secure payment link, right inside the chat.

Payment gateway (Razorpay or PayU)
Out-of-window template (optional)

Link Your Meta Ads (Optional)

Running Click-to-WhatsApp ads?

Map each ad to a custom greeting & context, so the agent knows exactly which ad brought the customer in.

Add ad (map ad → custom greeting & context)
Ad ID
Label
Greeting (first message to user)
Context (extra context for the agent)
Discount honoured at checkout (optional)
Products featured in this ad

Set Your Fallback & Handoff Rules

Decide what happens when the agent can't help. Write the fallback message, switch on Hand off to a human, and add the phrases that should pull a person into the chat.

What you must fill:

Fallback message
Where your agent runs: up to 3 test numbers
Hand off to a human: toggle
Trigger phrases
Handoff message

Connect Tools & APIs

Actions let your agent fetch live information or complete tasks using connected tools and APIs - checking an order status, creating a CRM lead or booking an appointment.

Hit Add custom API action, tell it when to call it, then paste your cURL - the request fills itself in.

Action name
When should the agent call it?
Paste cURL
Request: method + endpoint URL
Headers
Params
Body
Auth
Test call

Click on - Next: variables

Test, Publish & Go Live

Chat with your agent before your customers do - 500 free AI messages to trial it. Happy?

Publish, switch the AI on & you're live.

Test your Agent panel (Train/Live modes)
Publish
AI on/off toggle

How a Return Gets Handled

A real conversation, step by step - the return your team never had to touch.

The Request

Customer: "I want to return the jacket I ordered." The agent pulls up the order and answers the first question before it's asked: yes, it's inside your 30-day window.

The Check

Unworn, tags on, not a final-sale item. The agent works through your conditions one at a time and confirms the return qualifies - against your policy, not its own opinion.

The Reason

"Too tight across the shoulders." Collected, stored against its own field, and now sitting in your data where a sizing problem becomes visible instead of invisible.

The Pickup

Return raised in your system, pickup slot confirmed, refund timeline shared exactly as your policy states it.

Total time: 3 minutes. Tickets raised: zero.

The Returns AI Agent Works Even Better With…

One number, one team - agents for before, during & after the order.

Status AI Agent

"Where is it?" before the order lands, and "where's my refund?" after. Same lookup, different question.

Customer Support AI Agent

Everything either side of the return - sizing, care, warranty, delivery areas

Feedback AI Agent

A return is the loudest signal you'll get. This agent asks what went wrong while the customer is still willing to say.

Simple Pricing. Every Agent Included.

One plan unlocks the entire library - deploy any AI Agent, or build your own.

₹3,500

Per Month

Buy Now

$99

Per Month, Billed Annually

Buy Now

WhatsApp AI Agent Features

Access every pre-built AI Agent in this library, plus the no-code builder to create your own - trained on your business and live on WhatsApp in minutes.

3,500 AI messages every month
500 FREE AI messages for testing
Knowledge Base Q&A - train it on your website & documents
Long-term customer memory
No-code builder to customize any agent
Tool calling, skills & API integrations

FAQ

Frequently asked questions answered

What does the Returns AI Agent actually do?

It answers your return policy questions, checks a request against your rules, collects the order and reason, and raises the return in your system. Most return conversations never get past the first part - which is the point.

Can it issue the refund?

No, and no page should tell you otherwise. The agent raises the return and tells the customer the refund timeline from your policy. The money moves through your own system, exactly as it does today.

How does it decide whether something can be returned?

From your policy, and only your policy. Upload it under Knowledge, set your limits in Ground Rules, and the agent works to the window, the condition requirements and the non-returnable list you've written. It has no view of its own.

Can it create the return in my system and book the pickup?

Yes, once your returns or order system is connected under Tools & APIs. Without that connection the agent can explain the policy and collect the request, but a person still has to key it in.

What happens with a damaged or wrong item?

Those go to a person. The agent collects the order, the item and what happened, then hands the chat to your team with everything attached - because approving a replacement is a decision with money attached, not a lookup.

What stops it approving a return it shouldn't?

Your Ground Rules. Set the window, the value ceiling and the exclusions, and anything outside them routes to your team instead of being decided in the chat. The agent's job is to apply your policy, not to interpret it.

Can it tell a customer where their refund is?

Yes, if your system knows. Connect it and the agent reports the real state of the refund rather than repeating the timeline. Without that connection it can only restate your stated processing time.

How is this different from the Status AI Agent?

Status answers "where is my order". Returns applies a policy to a request and creates something in your system. They run on the same connection and plenty of ecommerce teams switch on both - one handles the delivery questions, the other handles what comes after.

Will it handle exchanges as well as returns?

Yes, if your policy covers them. Write the exchange rules into Knowledge alongside the returns policy, and the agent can walk a customer through swapping a size instead of sending it back - which is the outcome you'd rather have anyway.

Is the Returns AI Agent charged separately?

No. One AI Agent plan at ₹3,500 a month covers every agent in the library plus the no-code builder, so running this alongside Status and Support costs the same as running one.