How long do I have to return something?
You have 30 days from when you get your order to return it. It has to be unused and with its tags 🏷️
Return & Exchange Helper
The AI explains your policy, asks for the details you need and sends the link to start. The rest, to your team.
No card to get started
Compatible with
Bruma
Can I exchange my sneakers for another size?
Yes! Your first size exchange is free. You can start it on our exchanges page, where you pick the new size.
Start exchange
Bruma
I want to return an order, how do I do it?
I can help, Valentina. Could you share your order number?
Bruma
Can I return something I bought on sale?
Yes, you can return it too. Sale items have the same 30 days, unused and with their tags.
What it does for your store
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It answers with your policy
It answers with what your documents say: windows, conditions, fees and how to start. It never makes things up.
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It asks for what you need
With the Property Collector, it asks for what your team needs, such as the order number, and saves it.
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The right link, with its button
It sends one link from your documents, such as your exchanges page, with a button. It never makes one up.
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The rest, your team
It doesn't approve or process returns: if the customer asks for that, or for a person, it passes the conversation on.
How each exchange gets ready
From the question to your team, it all stays in your Inbox.
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She asks about an exchange
It answers with your policy: the window and what the exchange costs.
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It asks for the order number
The Property Collector asks for the detail you picked, saves it to her profile and hands the conversation back.
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It sends the link
Just one, from your documents, with its button.
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And what it can't do, your team
If she asks for something the Playbook doesn't do, it passes the conversation to your team, with a summary.
Set up in minutes
Upload your policy, choose the details it asks for, its channels and who it hands off to. Then turn it on.
Works with your documents
It answers with the policy you upload in PDF, Word, Excel or text, and with the instructions you give it. It doesn't look up orders or returns: it leaves each case ready for your team.
Available from the Pro plan, with 38 eCommerce Playbooks. See plans
FAQ
Frequently asked questions
What is the Return & Exchange Helper?
It's the Playbook that answers questions about returns, exchanges and refunds with your policy, asks for the details you need and sends the link to start.
Does it process returns?
No. It doesn't approve, reject or process exchanges, returns or refunds, nor look up orders. It explains your policy and leaves the case ready for your team.
Where do its answers come from?
From the documents you upload, its instructions and the sites you approve. If they don't say it, it says so and doesn't make it up.
Which details can it ask for?
The ones you pick in Properties to collect, such as the order number, with the Property Collector on. Each detail is saved to the customer's profile.
Can it send a link?
Yes, one that's in your documents, such as your exchanges page, with a button. It never makes up a link.
When does it pass the conversation to your team?
When the customer asks for a person or for something the Playbook can't do, such as approving an exchange or checking an order. It passes it right away to the person or team in Escalation.
Which channels does it answer on?
In your Inbox's conversations, such as WhatsApp, Instagram or your webchat, in your customer's language.
Which plan includes it?
It's available from the Pro plan, which includes 38 eCommerce Playbooks.
Learn more
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Help Center
Return & Exchange Helper
How to upload its policy, choose the details it asks for and who it hands off to, and how to test it before turning it on.
Answer every exchange with your policy.
Upload your policy and turn on the Return & Exchange Helper. No card needed to start.
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