← All industries
E-commerce & Retail
Customer support, returns, and chargeback operations
Every DTC brand eventually drowns in the same three things: support tickets, return logistics, and chargeback disputes. Agents handle the volume so your team stays focused on product and brand.
What's broken today
- Support inbox explodes every time you run a promo
- Returns take days to process — customers stay frustrated the whole time
- Chargeback disputes pile up and you lose them all by default
- Review responses get written by whoever has a free minute — or nobody
- Suspicious orders slip through fraud checks or get over-flagged
What automates
- Tier-1 support agent — resolves 70%+ of routine tickets autonomously (order status, shipping, simple returns, product questions) using order history and catalog; hands off to humans with full context when it can't
- Returns-approval agent — evaluates return reason against policy, auto-approves valid returns, generates the shipping label, issues refund upon receipt
- Chargeback-dispute agent — assembles order confirmation, tracking, delivery proof, and customer comms; files the rebuttal with all evidence before the carrier deadline (usually 7–10 days)
- Review-response agent — drafts on-brand responses for every review (positive and negative), surfaces recurring themes for product and ops teams
- Lifecycle-marketing agent — abandoned cart, post-purchase, win-back sequences personalized from browse + buy history — not generic blasts
- Fraud-screening agent — flags suspicious orders (mismatched bill/ship, velocity, device fingerprint) for human review before payment capture, not after
- Inventory-aware recommender — personalized recs that consider real-time inventory so you don't push things that are about to stock out
What you get back
- Support cost per ticket down 60–80%
- Chargeback recovery rate from near-zero to 40–55%
- Return cycle from days to same-day
- NPS up 10–15 points from faster, cleaner experiences
- Margin preserved via fraud catches and smarter reordering
In practice
A mid-size DTC apparel brand recovered 44% of disputed chargebacks they previously wrote off entirely.