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Agents Complaints and Returns Validation Agent
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Complaints and Returns Validation Agent

Automates inspection, verification, and validation of product returns to ensure accurate, efficient complaint and return management.

About the Agent

Manual handling of complaints and product returns can be resource-intensive, prone to data errors, and cause delays throughout the service execution process. Handling returned items typically requires physical inspection, data cross-referencing, and claim validation, leading to operational inefficiencies and inconsistent customer experiences during returns management.

The Complaints and Returns Validation Agent streamlines returns management by automating end-to-end inspection and validation. It ingests structured data such as return requests, product master data, customer records, claims information, and third-party warranty data, alongside unstructured inputs like inspection images and customer-submitted photos. Upon item receipt, the agent logs essential return and customer details, verifies product identity and serial numbers across internal and external databases, and applies OCR to assess item conditions. It then compares customer claims with inspection outcomes, automates digital inspection report creation, and ensures synchronized updates with case and inventory management systems. The agent also intelligently flags anomalies or discrepancies for human review to maintain accuracy and compliance.

By automating each stage of the complaints and returns process, the agent significantly raises process productivity and employee efficiency, driving high cost savings by eliminating manual bottlenecks. With integrated validation and anomaly detection, the solution reduces operational errors and accelerates resolution times, resulting in measurable improvements in workflow quality and downstream data accuracy.

Accuracy
TBD

Speed
TBD

Input Data Set

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

Product Return Intake Log - RMA-789123


Date of Receipt: 2023-10-26
Processing Warehouse: West-Coast Distribution Center (WC-DC-04)
Receiving Clerk ID: E5892




1. Return Authorization Details


    

  • RMA Number: 789123
    • 

  • Customer ID: CUST-45609
    • 

  • Original Order ID: ORD-2023-551982
    • 

  • Customer Name: Johnathan Miller
    • 



2. Product Information (from package)


    

  • Product Name: QuantumPro X1 Laptop
    • 

  • Model Number: QX1-2023-PRO
    • 

  • Serial Number: QPSN2023A884B1C9
    • 



3. Customer Claim Details (from RMA submission)


    

  • Reason for Return: Item Damaged on Arrival
    • 

  • Customer Comments: "Unboxed the laptop and discovered the screen was severely cracked. It does not turn on. The shipping box had a dent on the corner. Requesting a full refund."
    • 



4. Attached Media for Processing


    

  • Source: Automated Intake Scanning Bay
    • 

  • Files for Analysis:
      

    • img_top_casing_789123.jpg (Image of the laptop's top exterior)
      • 

    • img_keyboard_deck_789123.jpg (Image of the keyboard and trackpad area)
      • 

    • img_screen_damage_close_up_789123.jpg (Close-up image of the screen)
      • 

    • img_port_side_left_789123.jpg (Image of the left-side connection ports)
      • 

    • img_port_side_right_789123.jpg (Image of the right-side connection ports)
      • 

    • doc_customer_photo_1.png (Customer-submitted photo of cracked screen)
      • 

    • doc_customer_photo_2.png (Customer-submitted photo showing box damage)
      • 

    

    •

Deliverable Example

Sample output delivered by the Complaints and Returns Validation Agent:

Automated Returns Inspection Report


Report ID: RIR-20231026-9451
Generated: 2023-10-26 11:45:02 UTC
Status: ANOMALY DETECTED - HUMAN REVIEW REQUIRED




1. Summary


The validation process for RMA-789123 is complete. Product identity and warranty status have been successfully verified. However, condition analysis revealed significant damage inconsistent with the customer's claim, specifically evidence of liquid contact. This case has been automatically flagged for manual review by the Returns Resolution Team.


2. Return and Product Verification






Item
Identifier
Status
Notes






RMA Number
789123
Verified
Matched against active return authorizations.




Customer ID
CUST-45609
Verified
Matched against customer database.




Serial Number
QPSN2023A884B1C9
Verified
Confirmed against Product Master Data.




Warranty Status
QX1-WARR-Active-2025
Verified
Active warranty found in external partner database.






3. Condition Analysis (from Vision AI)


Analysis of the provided intake images (img_*.jpg) has identified the following conditions:


    

  • Screen Damage: Confirmed presence of multiple hairline fractures and a primary impact point on the upper-right quadrant of the display, consistent with the customer's claim.
    • 

  • Casing Condition: Minor scuffs on the top casing; no significant structural damage.
    • 

  • Keyboard/Deck: No visible damage.
    • 

  • Anomaly - Liquid Corrosion: High-confidence detection of corrosion on the USB-C port contacts (img_port_side_left_789123.jpg). This indicates exposure to liquid, which is not covered under the standard "Damaged on Arrival" warranty claim.
    • 



4. Claim Validation


    

  • Customer Claim: "Screen was severely cracked... damaged during shipping."
    • 

  • Agent Finding: The agent confirms the screen damage claim.
    • 

  • Discrepancy: The agent has also identified liquid damage, a condition not mentioned by the customer and not typically associated with shipping damage.
    • 



5. Recommended Actions & System Updates


    

  1. Escalation: The case has been escalated to the Tier 2 Returns Resolution queue for manual intervention.
    2. 

  2. Case Management System: Case notes for RMA-789123 have been updated with this report and the status changed to On Hold - Review Required.
    3. 

  3. Inventory System: The item with serial number QPSN2023A884B1C9 has been logged in inventory with the status Returned - Damaged (Awaiting Assessment).
    4.

Related Agents

Complaints and Returns Validation Agent

Automates inspection, verification, and validation of product returns to ensure accurate, efficient complaint and return management.

Complaints and Returns Resolution Agent

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

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.