WhatsApp Returns & Exchanges Setup
Automate size swaps, refund intake, reverse pickup updates, and QC status on WhatsApp after delivery.
Returns are reverse logistics, not order tracking. Prefer exchange UX over refund when inventory allows, and keep promos out of Utility return templates.
How It Works
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1
Document return policy in bot copyWindows, non-returnable SKUs, who pays reverse freight.
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2
Approve Utility templatesReturn received, pickup booked, QC result, refund/exchange shipped.
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3
Build intake flowOrder match → reason codes → exchange vs refund branch → photo for damage.
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4
Connect courier reverse pickupCreate AWB, send status ladder on the same thread.
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5
Pilot top SKUsStart with size exchange on high-volume variants; staff inbox for exceptions.