Returns handled, and the customer kept.
Powered by Ellis AI, the intelligence that decides what every return needs, flags possible fraud before you approve it, and offers the exchange or store credit that keeps the sale.
How we treat returns differently
Meet Ellis AI
Returns intelligence, not return hurdles
Ellis AI reads the item, reason and shopper first. Simple returns skip extra checks. High-LTV shoppers get lower fees, faster approval and free pickup.
A return doesn’t have to cost you the sale
Shoppers are offered the exchange or store credit that solves the problem, with bonus credit where you allow it. They stay, and so does the revenue.
Return fraud gets flagged before you approve it
Serial returners, linked accounts and clusters of high-value returns go to review. Genuine shoppers get their exchange or refund without delay.
The measurable difference our returns and exchanges platform
makes, once it’s live
30.4%
of revenue retained from returns
The ability to automate replacements without emailing anyone is super helpful.
ATCRAutonomous task completion rate on return requests, handled by AI
Of refunds turned into exchanges, by AI routing
Lower return rates, from reason insights and fraud checks
Lower support costs, from autonomous return flows
Seven ways every return gets looked after
With Ellis AI, no two returns are handled the same. It reads the item, the reason, the shopper and your policy, then decides what happens next.
A returns portal that feels like your store
Adaptive Returns Portal
Reads the order and your policy, then shows only the windows, options and shipping costs that apply.
On-Brand Returns Portal
Pulls your fonts, colors and styles from your store, and lets your team edit pages without code.
Self-Service Returns
Shoppers start from the portal or tracking page, with the order loaded, and never wait for support.
Return Reason Capture
Collects a reason for each item and uses it to decide which checks and options follow.
Warranty Registrations & Claims
Shoppers register products and file warranty claims in the same branded look, with Warranty Management.
The right checks for every return, and no more
Eligibility Decisions
Applies your custom return rules on category, condition, tags and timing to decide eligibility.
Return Windows
Extends windows for festive sales and for high-LTV, low-risk shoppers, as your policy allows.
Evidence Requests
Matches proof to the reason: damage photos, label shots for a wrong item, none for a size swap.
Return Fee Decisions
Waives fees for carrier or merchant errors, eases them for high-LTV shoppers, as your policy sets.
Return Approval Workflows
Approves compliant returns, fast-tracks high-LTV shoppers, and routes the rest for review.
Flag return fraud without slowing genuine shoppers
Return Risk Scoring
Scores each return’s risk from account history, recommends checks, and learns which flags were real.
Return Pattern Detection
Flags high return rates, exchange-then-return cycles and behavior unlike similar shoppers.
Linked Account Detection
Connects accounts sharing addresses, phone numbers or emails to expose coordinated returns.
High-Value Return Alerts
Spots clusters of high-value returns in a short window and routes them for verification.
Proportionate Verification
Matches the checks to the risk, so genuine shoppers aren’t slowed down.
Keep the sale when a refund isn’t the answer
Context-Aware Resolution
Weighs the item, reason, shopper and policy to offer the exchange, credit or refund that fits.
Variant Exchanges
Swaps size or color in a few clicks and reserves the new item while the return is on its way.
Store Credit & Gift Cards
Offers credit or a gift card when no exchange fits, so the shopper picks something else.
Exchange & Credit Incentives
Adds the bonus credit or discount you set, giving shoppers a reason to keep shopping.
Clear Refund Options
Keeps eligible refunds in view, so shoppers trust the choice they make.
The easiest way back, at the right cost
Return Method Selection
Weighs cost, reason and shopper to pick the method, like free pickup for high-LTV shoppers.
Pickup & Drop-Off
Checks which methods and pickup slots are available at the shopper’s address, with a fallback.
Return Shipping Labels
Creates downloadable return labels through your connected carriers, ready to print.
Return Instructions
Explains packing and shipping steps for the chosen method, so returns arrive right.
Return Routing
Sends each item to the right warehouse or destination using your routing rules.
Shoppers always know where their return stands
Proactive Return Updates
Reads return and carrier events to send the update each stage calls for, before shoppers ask.
Multi-Channel Messaging
Sends return updates by email, SMS and WhatsApp, in your brand’s look and voice.
Branded Return Tracking
Shows the return’s journey on your branded page, where shoppers already track orders.
Multi-Part Returns
Lets shoppers return part of an order, or part of a product set, and tracks each package separately.
Refund Milestones
Separates approved, received and refunded, so no one hears “refunded” too early.
Return Experience Feedback
Asks shoppers how the return went and feeds the answers back, so friction gets fixed.
Every return in one queue, with the context attached
Operational Issue Detection
Reads return reasons to flag wrong, missing or faulty items, without holding up the shopper.
Returns Dashboard
Puts every request in one authorization queue, where your team approves and resolves in one click.
Helpdesk Alerts
Sends return alerts into tools like Gorgias and Zendesk, with the request attached.
Refund & Deduction Controls
Processes refunds, partial refunds and approved deductions automatically, in line with your policy.
Return Analytics
Tracks return trends by reason and product over time, so you fix causes and cut future returns.
Continuous Improvement
Every resolved return shows Ellis AI which policies and offers work. You decide what changes.
Built to work together with Returns and Exchanges
Order Tracking, Shipping Labels and Warranty Management use the same order data as Returns and Exchanges, so nothing falls through the cracks.
Plugs into 1,200+ carriers and the tools you use
Returns and Exchanges pulls data from your store, inventory, carriers, helpdesk and messaging tools. No rebuild needed.
24×7 support
Round-the-clock support and a dedicated account manager who knows your setup inside out.
Custom integrations
Need a connection we don’t have yet? We build custom integrations for you, at no cost.
Data security
GDPR-compliant data handling and SSL encryption keep shopper and order data protected.
Agent governance
You set the policies, limits and approvals. Ellis AI acts within them and flags the rest.
Frequently Asked Questions
