Returns processed
without a queue.
Returns are the moment a one-time mistake either becomes a churned customer or a repeat one. Speed matters, and so does tone. A Loomal agent reads the return request, checks eligibility against policy, generates the label, and replies in-thread — turning return queues into a non-issue.
API Primitives used
mail_list_messagesRead the return request
Agent watches the returns inbox for new requests and parses out order, reason, and condition.
vault_getCheck eligibility
Return policy, eligibility windows, and carrier credentials live in the vault for the agent to read per request.
mail_replySend label and confirmation
Agent generates the return label and replies in-thread with instructions and refund timing.
Return queues kill repeat purchase.
Returns sit in queues because every one feels like an exception. The rep has to look up the order, check policy, generate a label in a separate tool, write a reply, file the case. It takes 10 minutes per return — and customers expect 10 seconds.
An agent does it in 10 seconds. Order lookup, eligibility check, label generation, customer reply — all from one identity, all in-thread.
How to build it.
mail_list_messagesRead the request
Agent picks up the return email, identifies the order, and classifies the reason.
vault_getCheck policy
Agent reads the return policy from the vault and checks eligibility against purchase date and product category.
mail_replySend the label
Eligible returns get a label and instructions in-thread within seconds. Edge cases route to a human.
Example prompt
“Watch returns@. For any return request on a product purchased in the last 30 days, generate a UPS return label, reply to the customer with instructions, and trigger the refund on receipt.”
What stores build.
Standard returns
Agent processes in-policy returns automatically and refunds on receipt.
Exchange handling
Customer wants a different size? Agent processes the exchange and ships replacement.
International returns
Cross-border returns get the right carrier, customs forms, and instructions.
Damaged-item returns
Agent reads photos to validate damage claims and processes accordingly.
Subscription cancellation
Subscription customers get end-of-cycle returns processed cleanly.
Why returns belong to an agent.
Return processing is the textbook agent job — high volume, repetitive, low judgment, but customer-facing. Traditional automation tools either expose credentials or feel robotic. An agent identity holds the credentials securely and replies with the warmth a customer expects.
Loomal gives returns its own identity that owns the inbox, the carrier credentials, and the audit trail. Customers get instant resolution; stores get back the team-hours they were spending on returns triage.
Carrier credentials encrypted
Label-generation API tokens live in vault entries scoped to returns.
Per-return audit
Every eligibility check, label, and reply is logged with the agent identity.
Identity-scoped policies
Different brands or regions can run on isolated identities with different return policies.