---
title: "Returns and exchanges with an AI agent"
description: "Richpanel's AI agent works returns in AfterShip Returns and Richpanel Returns: it checks the window and fees, sends a prefilled return link or opens a return, approves or rejects under your policy, issues labels and follows the exchange. Before an order ships, it swaps the item instead."
url: https://www.richpanel.com/learn/ai-actions-returns-exchanges
datePublished: 2026-09-24
dateModified: 2026-09-24
author: "Amit RG"
source: richpanel.com
---

# Returns and exchanges with an *AI agent*

The AI checks the return window, sends the label, follows the exchange and answers where the return is. Approvals and refunds follow your policy.

## 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](https://www.richpanel.com/learn/ai-actions-edit-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](https://www.richpanel.com/learn/ai-actions-refund-order).

## 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](https://www.richpanel.com/learn/ai-actions).

## 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.

1. **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.
2. **Richpanel AI safety.** The five safety layers, including sensitive-action guardrails, tool permissions and QA AI review of every conversation. [richpanel.com/ai-safety](https://www.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.