Smarter Week

How to automate it

How to automate “process refunds, returns and account changes by hand”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

30 min
typically, every day
60%
of the time can be automated
Some setup
to set up

Fix 1 of 2

AutomationBest fix

Do refunds and changes from inside the ticket, or let the AI agent do them

Gorgias and Shopify actions, Stripe in Intercom, and AI agent actions in Zendesk or Intercom can issue refunds, cancel orders or update addresses without opening another system.

Typically saves about 50% of the time2 h to set up
  1. 1List the account changes you make most (refund, cancel, address change, plan change).
  2. 2Install the commerce or billing app in your helpdesk that supports actions.
  3. 3Set limits (for example refunds under a set amount) for agents or the AI agent to do without approval.
  4. 4Log every action automatically on the ticket.

Tools: Gorgias Shopify actions · Intercom with Stripe · Zendesk AI agent actions · Salesforce Agentforce actions

Fix 2 of 2

Software feature

Let customers start returns and changes themselves

Return portals like Loop, AfterShip Returns and Shopify self-serve returns, or an account settings page, take routine requests out of the inbox.

Typically saves about 45% of the time3 h to set up
  1. 1Find the most common requests that follow a fixed policy.
  2. 2Set up a self-serve portal or account settings that handle them.
  3. 3Link it in your auto-reply, help center and order emails.
  4. 4Keep a person for exceptions only.

Tools: Loop Returns · AfterShip Returns · Shopify self-serve returns · Customer account portals

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Customer Support Agent

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Other common tasks for Customer Support Agents