What is your return policy
Return window, condition requirements, who pays return shipping — answered consistently from your published policy, in the customer's own words.
AI chatbot for order tracking and returns
AI chatbot for order tracking and returns support
Order status and return questions are the single highest-volume category in most online stores. GoBrise answers the policy and process parts from your own content instantly, and keeps anything about a specific order with a person unless you connect real order data.
- "Where is my order" and "can I return this" make up most support volume for most stores
- Return policy details get re-explained to every customer, every time
- A specific order's real status requires real data, not a general answer
- Refund timing questions spike right after a return is shipped back
Last reviewed 20 September 2026
Quick summary
Procedural
Return windows, exchange process, refund timing and shipping policy — answered from your published terms.
Escalate
Live status of a specific order or return needs a real data connection; without one, it escalates rather than guesses.
$0
Unlimited human live chat on the Free plan before any AI spend is committed.
24/7
The most-asked question category gets answered outside business hours too.
What people actually ask
Real questions this page answers, drawn from the conversations teams like yours handle every day.
How do I start a return or exchange
The actual steps your process requires, explained clearly, reducing back-and-forth before a return even begins.
When will I get my refund
General refund-processing timelines from your policy; a specific refund's actual status is order-specific and escalates.
Where is my order right now
Without a connected order-status integration, this is handed to a person — never guessed at from a general shipping estimate.
Can I return a sale or final-sale item
Sale-period and final-sale exceptions, answered precisely if documented — a common source of disputes when left ambiguous.
How it works
Step 1
Separate policy questions from live lookups
Decide explicitly which questions your written policy can answer and which require checking a real order — this boundary is the core design decision for this vertical.
Step 2
Write the return process step by step
Exactly what the customer needs to do, in order, including any portal or form they must use — vague process descriptions cause the most repeat questions.
Step 3
Document every exception explicitly
Final-sale items, holiday extended windows, damaged-item exceptions — write each one out; a single generic policy page misses the cases that actually generate tickets.
Step 4
Install the widget on order-confirmation and returns pages
These are where the highest-intent questions happen — not just the homepage.
Step 5
Test with real return-request wording
Pull actual past return tickets, including frustrated ones, and confirm policy answers are accurate and order-specific requests escalate cleanly.
Step 6
Review weekly during your return-heavy periods
Post-holiday and post-sale periods generate return spikes. Read escalation patterns and refresh policy content before the next spike.
Who this is — and isn't — for
An honest read on where GoBrise fits, so you can rule it out quickly if it doesn't.
A good fit if
- Return-policy and shipping-process questions are a large share of your support volume
- You're comfortable having real order-status lookups escalate to a person unless connected separately
- Your return policy, including exceptions, is documented and current
- You get meaningful volume outside staffed hours
- You want a predictable monthly bill instead of per-conversation pricing
Not the right tool if
- You need live order-status answered automatically with no integration in place
- Your return policy has undocumented exceptions handled case by case
- Most of your volume is already order-specific rather than general policy
- You want it to actually initiate a refund or exchange, not just explain the process
- You have no team available to pick up the escalated order-specific volume
Frequently asked questions
Can it check a specific order's real shipping status?
Not without a connected order-data integration. Without one, this question is escalated to a person rather than answered with a guess.
Can it process a return or refund directly?
No — it explains your process clearly, but the actual return or refund action stays with your team or existing systems.
How do we handle final-sale exceptions?
Document them explicitly in your content. Anything left undocumented defaults to escalation rather than an incorrect automated answer.
What if a customer disputes a refund amount?
That's order-specific and escalates to a person with the full conversation history attached.
Does it reduce our actual return-related ticket volume?
It absorbs the repeatable policy and process questions; genuinely order-specific tickets still need a person, so total ticket count depends on how much of your volume is truly general versus specific.
Can it be white-labelled?
Yes, on Growth and Business plans the widget shows your own branding, no GoBrise mark.
How do we keep policy content accurate through sale periods?
Assign an owner to update return-window exceptions before each sale event — stale exceptions are the most common cause of a wrong answer here.
Can it capture a lead or contact detail before escalating?
Yes, using the same lead-capture and handoff actions available across GoBrise.
How should we test it before launch?
Load your real policy and run actual past return tickets through it, confirming policy questions answer correctly and order-specific ones escalate cleanly.
Try it on your own content
Start free with unlimited human live chat, add your content, and judge the answers for yourself.