# Order Status & Returns Agent

Canonical: https://synconai.com/ai-agents/order-status-and-returns-agent

Type: Customer Service AI Agent for Salesforce · Category: Customer service · Status: Coming soon · Talks to customers

The Order Status and Returns Agent answers where is my order questions and starts returns inside the chat. It looks up the order, explains tracking in plain words, checks the return policy with fixed rules, creates the return request and issues a prepaid label.

Outcome: The two highest volume retail support contacts are resolved without a person.

- Works with: Online shoppers. Customer care staff who handle exceptions.
- Where: Enhanced Chat on the website, WhatsApp through Messaging
- Runs on: Order Management is not required
- Best fit: Retail and e-commerce

A typical fit: An online apparel store with a 30 day return window.

## How it works

- **Order status.** Verify the shopper and explain the order and tracking status.
- **Start a return.** Check eligibility, create the return request and issue a label.
- **Policy questions.** Answer shipping and returns policy questions from Knowledge.

## The rules it follows

- Verify the shopper with order number AND email before showing any order detail.
- Never promise a refund amount or date. State that the refund follows once the item is received.
- Do not show full addresses or payment details. Show only the city and the last 4 characters of the postal code.
- Orders not yet delivered cannot be returned. Offer cancellation to a person instead.
- Transfer to a person if the shopper is upset, claims fraud, or the carrier lookup fails twice.

## What we need from you

- Service Cloud with Messaging and standard Orders enabled.
- A carrier API or mock service for tracking and labels.
- The return window, final sale rules and carrier account.

## Not included

- Payment refunds and payment gateway integration.
- Order cancellation and order changes.
- Exchanges and store credit.
- Salesforce Order Management flows beyond the standard Order object.
- Multi-package shipments.

## FAQ

### What does the Order Status & Returns Agent do?

The Order Status and Returns Agent answers where is my order questions and starts returns inside the chat. It looks up the order, explains tracking in plain words, checks the return policy with fixed rules, creates the return request and issues a prepaid label. The two highest volume retail support contacts are resolved without a person.

### Which Salesforce products does it run on?

Order Management is not required. Confirm editions and licenses with your Salesforce account team.

### Where do people use it?

Enhanced Chat on the website, WhatsApp through Messaging.

### What does it not do?

Payment refunds and payment gateway integration; Order cancellation and order changes; Exchanges and store credit; Salesforce Order Management flows beyond the standard Order object; Multi-package shipments.

### Is there a demo?

Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.

Confirm editions and licenses with your Salesforce account team.

All agents: https://synconai.com/ai-agents
Contact: https://synconai.com/contact-us