---
title: "Return and refund requests: AI Use Case"
description: "Check each return or refund request against your policy and order records, prepare the response and the system updates, and send anything outside policy to a person."
url: https://lidvizion.ai/use-cases/return-and-refund-requests/
site: Lid Vizion
index: https://lidvizion.ai/llms.txt
---

[Use cases](https://lidvizion.ai/use-cases/) · Customer support

# Return and refund requests

Check each return or refund request against your policy and order records, prepare the response and the system updates, and send anything outside policy to a person.

[Talk through this workflow](https://lidvizion.ai/contact/?need=ai-workflow&from=%2Fuse-cases%2Freturn-and-refund-requests%2F#write) · [Automate the repeatable](https://lidvizion.ai/services/automation/)

Where it starts

## The trigger.

A customer asks to return an item, cancel an order or get a refund.

How it runs today

- Agents look up the order, the policy and the payment in separate systems.
- Similar requests get different answers depending on who handles them.
- Simple, in-policy requests wait in the same queue as difficult ones.

The workflow

## Four bounded steps.

Each step has an owner and a stop rule.

1. 01 / Gather
   Pull the order, delivery and payment details for the request from the systems that hold them.
2. 02 / Check
   Compare the request with the written return and refund policy, and note the reason for the result.
3. 03 / Prepare
   Draft the reply and the refund, return label or order update for an agent to approve.
4. 04 / Escalate
   Requests outside policy, high-value orders and unhappy customers go straight to a person with a summary.

Where people stay in control

## Approval points.

- An agent approves every refund and customer reply until the record supports more automation.
- Exceptions to policy are always decided by a person.

How we would measure it

## Against a baseline.

Measured before and after, on the same work.

### Time from request to resolution, before and after.

### Share of in-policy requests prepared without edits.

### Consistency of outcomes for similar requests.

Related

## Go deeper.

- [Automate the repeatable](https://lidvizion.ai/services/automation/): Give recurring work an owner, a trigger, and a stop rule.
- [Client vs. server: where code runs](https://lidvizion.ai/resources/basics/backend-client-vs-server/): What belongs in the browser or app, and what must stay on a server you control.
- [Handle returns and refunds consistently](https://lidvizion.ai/guides/handle-returns-and-refunds-consistently/): A four-step playbook to write your return and refund policy as clear rules, check each request against order records, prepare the response for an agent to approve and route exceptions to a person.
- [How to handle return and refund requests with AI](https://lidvizion.ai/answers/how-to-handle-returns-and-refunds-with-ai/): How can an online store use AI to handle return and refund requests faster while staying fair?

More use cases

## Other places to start.

[All use cases](https://lidvizion.ai/use-cases/)

- [Support triage and reply drafts](https://lidvizion.ai/use-cases/support-triage/): Customer support Classify incoming tickets, find the relevant answer, and draft a reply for an agent to check.
- [At-risk customer alerts](https://lidvizion.ai/use-cases/at-risk-customer-alerts/): Customer support Spot customers who may be about to leave from support tickets, usage and account notes, and give the account owner a short summary to act on.
- [New customer onboarding](https://lidvizion.ai/use-cases/new-customer-onboarding/): Customer support Guide each new customer through the first weeks with timely, relevant steps based on what they bought and what they have done so far, and alert a person when someone gets stuck.

An illustrative workflow pattern, not a result from a specific customer.

Bring the messy version

## One workflow. A better way to run it.

Show us the tools, the handoffs, and the part that keeps slowing your team down.

[Let’s map your workflow](https://lidvizion.ai/contact/) · [Read our approach](https://lidvizion.ai/approach/)