How ecommerce teams should handle refund questions with AI

Refund questions can be automated when the policy is clear and the customer is asking a routine question. The assistant should explain eligibility, timelines, and next steps from approved policy language.

Exceptions should hand off. Angry customers, damaged items, VIP buyers, unclear eligibility, and requests outside policy need a human who can make a judgment call.

Review refund conversations weekly. If the same confusion repeats, the issue may be unclear policy copy on product pages, checkout pages, confirmation emails, or the help center.