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Agents Returns Eligibility Intelligence Agent
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Returns Eligibility Intelligence Agent

Automatically evaluates return requests across policies and fraud indicators, routing complex cases to human specialists.

About the Agent

Returns handling is often resource-intensive due to fragmented data, inconsistent application of approval rules, and manual assessment of edge cases. These challenges can create process delays and contribute to inconsistent customer experiences, especially as returns volume scales. Manual review bottlenecks consume significant employee time and can increase operational costs.

The Returns Eligibility Intelligence Agent seamlessly unifies data from sources including Return Requests, Product Catalogs, Warranty Records, Purchase History, Industry Fraud Blacklists, external Warranty Data, and unstructured supporting documents. It aggregates and standardizes this data to enable precise evaluations. Leveraging business rules, the agent assesses policy compliance, warranty validity, and fraud indicators to determine eligibility for automatic approvals or rejections. Requests falling outside standard parameters are flagged by the agent, which then routes these exceptions to designated specialists with an AI-generated summary and recommended actions, significantly streamlining exception management.

Automating standard return request evaluation and exception routing delivers tangible gains in process productivity and cost efficiency. The agent minimizes manual effort, accelerates resolution times, and reduces operational risk by ensuring consistent, policy-aligned decisions. Integration of internal and external data sources, along with decision support for human reviewers, drives higher employee productivity and supports scalable, resilient fulfillment operations.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Returns Eligibility Intelligence Agent:

Return Request ID: RR-2024-95843
Order ID: ORD-789123
Customer ID: CUST-4567-B
Customer Name: John Sterling
Product SKU: QD-SRX1-2023
Product Name: Quantum Dynamics SkyReaper X1 Drone
Purchase Date: 2024-04-15
Request Date: 2024-05-30
Return Reason (Structured): Defective Item


Customer Message:
To whom it may concern,


I am requesting a return for the SkyReaper X1 drone from my order ORD-789123. I've only used it a handful of times, and yesterday it just stopped responding to the controller. The batteries are fully charged, and I've followed all the troubleshooting steps in the manual, but it seems like there is an internal electronics failure. For a product at this price point, this is unacceptable. I have attached a video showing the issue. Please process a full refund.


Attached Files:


    

  • video_of_defect.mp4
    •

Deliverable Example

Sample output delivered by the Returns Eligibility Intelligence Agent:

Return Request Exception Report: RR-2024-95843


Status: EXCEPTION - MANUAL REVIEW REQUIRED


1. Executive Summary


This return request for a Quantum Dynamics SkyReaper X1 drone has been flagged for manual review. The request falls outside the standard 30-day return policy window but is within the 1-year manufacturer warranty period. The customer profile indicates a medium risk due to a high frequency of returns. Automated processing is halted; routing to a Tier 2 Returns Specialist is recommended.


2. Request Details


    

  • Customer: John Sterling (CUST-4567-B)
    • 

  • Product: Quantum Dynamics SkyReaper X1 Drone (QD-SRX1-2023)
    • 

  • Order ID: ORD-789123
    • 

  • Purchase Date: 2024-04-15
    • 

  • Request Date: 2024-05-30
    • 

  • Reason: Item is defective (claims electronic failure).
    • 



3. Automated Policy Analysis






Policy Check
Status
Details






Return Window
FLAGGED
45 days post-purchase. Exceeds standard 30-day policy for refunds.




Warranty Status
VALID
Within 1-year manufacturer warranty for defects.




Product Condition
Claimed Defective
Customer claims internal electronic failure and provided video evidence.




Proof of Purchase
VERIFIED
Order ORD-789123 is confirmed in the purchase history database.






4. Fraud and Risk Assessment


    

  • Customer History: MEDIUM RISK
      

    • The customer has initiated 4 returns in the past 12 months.
      • 

    • Two previous returns were for high-value electronics.
      • 

    

    • 

  • Industry Blacklist Check: CLEAR
      

    • No matches found for the customer's name, address, or payment details on industry fraud blacklists.
      • 

    

    • 



5. Summary of Exception


Manual intervention is required due to the following conflicting factors:


    

  1. Policy Mismatch: The request is for a refund but is outside the eligible time frame.
    2. 

  2. Valid Warranty Claim: The claimed defect falls under the product's active warranty, which typically covers repair or replacement, not a refund.
    3. 

  3. Customer Risk Profile: The customer's high return frequency necessitates a careful review of the evidence to ensure claim legitimacy.
    4. 



6. AI Recommendation


    

  • Recommended Action: Route to Tier 2 Specialist for Warranty Review.
    • 

  • Justification: The primary path for resolution is through the manufacturer's warranty, not a standard return. A specialist should review the provided video evidence to validate the defect claim and initiate the warranty process with the supplier, Quantum Dynamics.
    • 

  • Suggested Communication Draft: "Dear John Sterling, Thank you for contacting us about your SkyReaper X1 Drone. While your purchase is outside our standard 30-day return window for a refund, it is covered by the manufacturer's 1-year warranty. Your case has been escalated to a specialist who will review the details and contact you within 24-48 hours with the next steps for a warranty claim."
    •

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