Returns and Exchanges With an AI Agent: AfterShip Returns and Richpanel Returns

Can Richpanel's AI agent handle returns?

The short answer

Yes, in AfterShip Returns and Richpanel Returns. With AfterShip, the AI sends a prefilled return link or opens a return directly. With Richpanel Returns, the customer starts the return in the portal. The AI works it from there: window, fees, approval, label, reminders and the exchange order. Before an order ships, it swaps the item instead.

What starts a return conversation

The customer says	What the AI does
I want to return this	Checks the window, then sends a return link or opens a return
Can I exchange for a different size?	Checks that your policy allows exchange, then works it
Where is my return?	Reads the return's timeline, from label to refund
My label expired	Voids it and issues a fresh one
Actually, I'll keep it	Cancels the return and voids the label

What the AI checks before it acts

The customer. The return must belong to the verified customer.
The window. How many days your policy allows, and what the window counts from.
The outcomes allowed. Refund, exchange or store credit, as your policy lists them.
The fees. Restocking, shipping and label costs, and what the customer gets back after them.
The reason. Your reason list per store, and the outcome each reason maps to.

An exchange before a refund

When your policy allows exchanges, the AI offers one before cash back. An approved return can go to an exchange or store credit, not only a refund.

If the order has not shipped yet, there is no return at all. The AI swaps the item on the same order. See editing an order.

What the AI can do in each returns app

Action	Richpanel Returns	AfterShip Returns
Look up a return and its status	Yes	Yes
Send a prefilled return link	No	Yes
Open a new return	No. The customer starts it in the portal	Yes, refund-only, approval on by default
Approve or reject a return	Yes	Yes
Issue or replace a return label	Yes	Attach a shipment
Remind the customer to ship it back	Yes	No
Waive fees as goodwill	Yes	No
Retry a failed exchange order	Yes	No
Mark items received	No	Yes
Cancel the return	Yes	No

As of September 24, 2026. Richpanel Returns is a paid add-on for ecommerce brands, from $99 a month. AfterShip Warranty claims are supported separately.

Who approves a return decision

Approvals, rejections and refunds each carry their own permission: Always allow, or Require approval. Opening an AfterShip return and approving one wait for a person by default.

A return refund moves money, so it follows the same controls as every refund. See AI refunds.

When the AI hands the return to your team

Returns outside the window go to your team. So do damage claims your policy does not cover and exchange orders that fail on retry.

A hand-off takes three steps. The AI saves an internal note with the reason. It sends the customer one reply on what happens next. The conversation stays open for your team.

If your playbook names a hand-off mode, the AI switches the conversation to Manual or Co-Pilot. No further AI reply then goes out on its own.

Every other AI action is on the AI actions overview.

AI returns and exchanges: common questions.

Can an AI agent start a return?

With AfterShip Returns, yes. Richpanel's AI agent sends a return link prefilled with the order and email. It can also open a refund-only return, which waits for approval by default. With Richpanel Returns, the customer starts the return in the portal and the AI works it from there.

Can the AI process exchanges?

Yes, where your policy allows them. An approved Richpanel Return can go to an exchange or store credit. The AI can also retry a failed exchange order. Before an order ships, it swaps the item on the order instead.

Does the AI approve returns on its own?

Only if you allow it. Approve, reject and refund each carry their own permission, and approving an AfterShip return waits for a person by default.

Does Richpanel work with Loop Returns?

Not today. The AI's returns actions run in AfterShip Returns and Richpanel Returns.

Where these facts come from.

Richpanel AI action catalog, as of September 24, 2026. The list of actions the AI agent can call, with each action's inputs, preconditions and default permission. Every capability on this page maps to a named action in it: create_aftership_return_link, create_aftership_return, approve_aftership_return, reject_aftership_return, receive_aftership_return_items, attach_aftership_return_shipments, get_richpanel_return_policies, get_richpanel_estimated_refund, approve_richpanel_return, reject_richpanel_return, generate_richpanel_return_label, regenerate_richpanel_return_label, send_richpanel_return_reminder, waive_richpanel_return_fees, retry_richpanel_exchange_order and cancel_richpanel_return.
Richpanel AI safety. The five safety layers, including sensitive-action guardrails, tool permissions and QA AI review of every conversation. richpanel.com/ai-safety

Version history. v1.0 (2026-09-24): initial publication. Every action on this page is checked against the Richpanel AI action catalog as it stood on the publication date.

Returns and exchanges with an AI agent