ZBrain
Log in
Book a demo
Agents Complaints and Returns Resolution Agent
Complaints and Returns Resolution Agent Icon

Complaints and Returns Resolution Agent

Aggregates, analyzes, and recommends actions on exception complaints and returns, ensuring compliance and accelerating approvals.

About the Agent

Managing complaints and returns exceptions is often resource-intensive, hindered by fragmented data from multiple sources, and prone to process delays due to manual investigation and multi-step approval handoffs. Specialists are challenged with reconciling diverse case details, historical interactions, and evolving policy guidelines across siloed systems, resulting in inconsistent decisions and avoidable customer service inefficiencies.

The Complaints and Returns Resolution Agent unifies the end-to-end exception handling workflow for complaints and returns management. It automatically aggregates all relevant structured and unstructured data—including case records, inspection reports, transaction histories, third-party warranty and logistics data, supplier correspondence, and customer communications—into a single workspace. Leveraging LLM capabilities, the agent generates pre-analyzed case summaries, highlights critical facts or discrepancies, and provides contextual policy guidelines. It further reviews historical resolution data to recommend the most suitable next actions, while orchestrating secure digital approval workflows to ensure that every step is documented and auditable.

By consolidating disparate information, automating knowledge extraction, and surfacing policy-aligned decisions, this agent directly addresses the needs for a unified workspace, fast and accurate recommendations, and streamlined approvals. Enterprise teams realize measurable improvements in process and employee productivity, enhanced compliance, and more consistent customer experiences. The result is reduced manual effort, faster exception resolution, and a more reliable, auditable complaints and returns process.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Complaints and Returns Resolution Agent:

COMPLAINT / RETURNS EXCEPTION ESCALATION FORM


Case ID: EC-94521
Date of Escalation: 2023-10-26
Assigned Specialist: TBD
Escalating Agent: Mark Johnson




CUSTOMER INFORMATION


    

  • Name: David Chen
    • 

  • Account ID: CUST-78B45
    • 

  • Contact Email: d.chen@email.com
    • 

  • Contact Phone: 555-014-8234
    • 





TRANSACTION DETAILS


    

  • Product: Apex Solutions "Pro-Weld 5000" Inverter Welder
    • 

  • SKU: AS-PW5K-220
    • 

  • Serial Number: SN-PW5K-23A8891C
    • 

  • Order Number: ORD-202308-0154
    • 

  • Purchase Date: 2023-08-15
    • 





SUMMARY OF ISSUE


Initial Contact Date: 2023-10-24


Customer Complaint:
Customer reports that the Pro-Weld 5000 unit has failed completely after approximately two months of light, hobbyist use. The unit will not power on, and there is no response from the digital display. Customer states the unit was used according to the user manual and was never dropped or exposed to water. He is a contractor and has lost business due to the failure. He is requesting a full replacement unit under warranty as he believes this is a manufacturing defect.


Escalation Reason:
The request falls outside the standard 30-day return for refund/exchange policy. The issue qualifies for a warranty claim, but due to the customer's assertion of business loss and the relatively recent purchase date, this case has been escalated for specialized review to determine the appropriate resolution (repair vs. replacement).


Supporting Documentation Referenced by Customer:


    

  • Digital copy of purchase receipt (attached to case file)
    • 

  • Video file showing the unit failing to power on (attached to case file)
    •

Deliverable Example

Sample output delivered by the Complaints and Returns Resolution Agent:

Complaint Exception Analysis & Resolution Workspace


Case ID: EC-94521
Status: Pending Specialist Action




1. AI-Generated Case Summary


Customer David Chen (Acct: CUST-78B45) requests a full replacement for an "Apex Solutions Pro-Weld 5000" welder purchased on 2023-08-15. The unit became completely unresponsive on or before 2023-10-24, 70 days post-purchase. The case is an exception as it is outside the 30-day return window but within the 1-year limited warranty period. The customer claims the failure resulted in business loss, adding urgency to the resolution.


2. Key Facts & Discrepancies


    

  • Timeline:
      

    • Purchase Date: 2023-08-15
      • 

    • Incident Date: ~2023-10-24 (70 days post-purchase)
      • 

    • Warranty Status: Active (Expires 2024-08-15)
      • 

    

    • 

  • Customer History: Platinum Tier Customer. 4 total orders in 24 months. No prior returns or complaints lodged.
    • 

  • Product Information: No widespread issues reported for this product model. However, an internal engineering note from 2023-09-05 flagged a specific batch of power supply units from a third-party supplier (Quantum Dynamics) as having a potential 3% premature failure rate. This unit's serial number (SN-PW5K-23A8891C) is part of the affected batch.
    • 

  • Discrepancy: None. Customer report is consistent with the known potential hardware issue.
    • 



3. Policy & Compliance Guidance


    

  • Applicable Policy: Policy #W-201 (Limited 1-Year Manufacturer's Warranty)
      

    • Guidance: Policy covers defects in materials and workmanship. The known issue with the power supply batch strongly supports this being a valid defect claim. Policy stipulates that the company may elect to repair or replace the unit at its discretion.
      • 

    

    • 

  • Applicable Policy: Policy #CS-305 (Customer Satisfaction Escalations)
      

    • Guidance: For Platinum Tier customers reporting significant inconvenience (e.g., business loss), the preferred resolution is one that minimizes customer effort and downtime. Replacement is favored over repair in such cases.
      • 

    

    • 

  • Approval Requirement: Replacements for items over $500 for warranty claims require Level 1 Manager sign-off.
    • 



4. Recommended Actions (Based on Historical Data)


    

  1. PRIMARY: Approve Full Replacement Unit.
      

    • Justification: Historical data shows a 92% positive CSAT score when immediate replacement is offered for valid defect claims by high-value customers. This aligns with Policy #CS-305 and mitigates further service complaints related to repair delays.
      • 

    

    2. 

  2. SECONDARY: Offer Repair & Service Credit.
      

    • Justification: A lower-cost option that still resolves the hardware issue. Offer a $75 service credit for future purchases to compensate for the inconvenience. This resolution path has an average CSAT score of 78%.
      • 

    

    3. 

  3. NOT RECOMMENDED: Require Diagnostic Inspection.
      

    • Justification: Given the strong evidence of a known product defect, requiring the customer to ship the unit for inspection prior to resolution will likely lead to customer dissatisfaction and violates the spirit of Policy #CS-305.
      • 

    

    4. 



5. Aggregated Data Sources






Data Source
Key Information Pulled






CRM System
Customer Tier: Platinum. Account Age: 3 years. No previous cases.




Order Management
Order #ORD-202308-0154. Price: $799.99. Purchase Date: 2023-08-15.




Product Database
Serial #: SN-PW5K-23A8891C. Warranty Period: 1 Year.




Supplier Comms
Internal Memo (ID: QDS-MEMO-230905): Power supply failure warning.




Case Attachments
Video file reviewed: Confirms no power to the unit. Receipt confirmed.






6. Approval Workflow


    

  • Current Step: Awaiting Specialist action selection.
    • 

  • Next Step (If Replacement Selected): Route to Service Manager (Jessica Lane) for Level 1 approval.
    •

Related Agents

Complaint Resolution Communication Agent

Automatically sends settlement notifications to customers, offering real-time communication on return or complaint outcomes.

Complaint Intake Automation Agent

Orchestrates digital complaint and return intake, guiding customers, validating entries, and coordinating backend system integration.

Case Priority Intelligence Agent

Analyzes sentiment, urgency, and context across customer complaints and return requests to enable intelligent prioritization and escalation.

Technical Brief Intelligence Agent

Aggregates and curates technical case data, diagnostics, and insights into actionable briefs for accelerated technician resolution.

Root Cause Accelerator Agent

Synthesizes context, diagnostics, and historical data to deliver probable root causes, empowering rapid technical problem resolution.

Request Exception Prevention Agent

Proactively detects, predicts, and prescribes actions for potential escalations and SLA breaches in case management.