Returns and exchanges: replies by your own rules
Every shop has its own rules for returns and exchanges. You write them in plain language in the category's skill, and Nemma replies by them. A refund always needs your yes.
- 1The customer wants to return or exchange
- 2Nemma looks up the order and follows your rules
- 3A draft and a proposal for a refund or exchange are ready
- 4You approve before any money moves
Names, order numbers, amounts and addresses in the examples are made up and are there to show what it looks like. The rules are not made up: they are the ones Nemma follows.
The customer wants to return an item and get the money back
The customer's email
Made upHi,
I got my running shoes last week (order #2290), but they do not fit. I would like my money back. How do I send them back?
Regards, Louise
Nemma looks it up
Louise writes from the email the order was placed with, so Nemma can look up the order. The return deadline, the return address and who pays for shipping are not in Shopify but in your skill for Returns.
- Order number, date and items
- Payment status and delivery status
- What the order cost
Nemma follows your rules and promises nothing outside them. If the case is unclear, or the customer threatens to complain, Nemma escalates, and the case gets the Escalated label.
Draft and proposals
Hi Louise
Thank you for your message. You can return the item within 14 days of receiving it. Send it to Nord Supply Returns, Lagervej 1, 8000 Aarhus C, and put order number #2290 in the parcel.
When we have received the parcel, we will process your refund and get back to you.
Kind regards, Nord Supply Customer Service
The deadline and the address are examples. They come from your skill or a reply template. The draft does not promise that the money is already on its way.
- RefundMoneyOrder #2290 · DKK 649.00
A human approves here
The refund is unticked because a money action has to be switched on actively every time. You can send the reply now and wait with the money until the parcel is back. If you switch it on, the button reads Refund DKK 649.00 and send.
A reply with a proposal for a refund is never sent automatically. If Returns is on Auto-send, the reply falls back to Draft and waits for you.
When you approve a refund, Nemma records your yes, and the row changes to Approved - manually in Shopify. You send the money itself in Shopify admin; Nemma does not move money on a proposal. If you want to refund without waiting for a proposal, the owner or a member with permission for money can use Refund amount in the order panel. There your click is the approval itself, and the refund happens in Shopify.
Every category starts on Draft. You switch on Auto-send per category yourself, and only once the category's skill has been filled in.
The customer wants to swap for something cheaper before the order has shipped
The customer's email
Made upHi,
I ordered the Pro running shoes yesterday (order #2301), but I can see that the Basic model is cheaper and just as good for me. Can I swap before you ship?
Regards, Jonas
Nemma looks it up
Nemma looks up the order and the new product and checks that the order has not shipped, that it has exactly one line item with a quantity of 1, and that the new product is cheaper and in stock.
- Order #2301: not shipped, one item
- Running Shoes Basic in your catalogue: price and stock
If the order has shipped, has several items, or the new product is more expensive, Nemma does not propose an exchange. If the customer wants something more expensive, Nemma proposes cancelling the order instead, so the customer can order again.
Draft and proposals
Hi Jonas
Thank you for your message. Your order has not shipped yet, so we have swapped Running Shoes Pro for Running Shoes Basic. The price difference of DKK 200.00 is being refunded to you.
Kind regards, Nord Supply Customer Service
The draft is written as if the swap happens. The reply is only sent if the swap succeeds in Shopify.
- Swap productMoneyOrder #2301 · Running Shoes Pro → Running Shoes Basic · refund DKK 200.00
A human approves here
Swap product is the one money action Nemma carries out itself once you have switched it on. One click changes the order to the new product, sends the price difference back and then sends the reply. If something goes wrong, the reply is not sent. If the order is only reserved and not paid, nothing is refunded; the customer is simply charged the lower amount.
An exchange always needs a human. If Size/exchange is on Auto-send, the reply becomes a draft that waits for your click. Only the owner or a member with permission for money can approve.
Every category starts on Draft. You switch on Auto-send per category yourself, and only once the category's skill has been filled in.
These apply every time
The rules live in the code and not just in an instruction to the AI, so they hold even if an email tries to say something else.
A refund always needs a human
The AI proposes but never refunds on its own initiative. Only the owner or a member with permission for money can approve, the amount is limited to the net amount paid, and a lock prevents double refunds.
Swapping to cheaper exists
Swap product works on an order that has not shipped, has exactly one item with a quantity of 1, and where the new product is cheaper and in stock. It requires the write_order_edits permission in your Shopify app.
Your rules steer the reply
The return deadline, return address and who pays for shipping are in the skill for Returns. Without filled-in rules the AI replies vaguely, which is why Auto-send can only be chosen once the skill is filled in.
What it requires, and what Nemma cannot do
Honest about what has to be in place and where the limit is.
What it requires
- Shopify connected. For swapping to a cheaper item the app must also have the write_order_edits permission.
- The skills for Returns and for Size/exchange filled in with your return deadline, return address and conditions.
- The owner, or a member with permission for money, to approve refunds and exchanges.
The limits
- Nemma does not create return labels and has no returns portal. The return address can be in a reply template, and links to labels or a size guide can be put under Skills and Links for customers.
- An exchange only works on orders that have not shipped. If a shipped item is to be exchanged, the draft follows your return rules.
- Nemma cannot see whether the parcel has come back to your warehouse. You decide that before you approve a refund.
Read more in the Academy
Short, practical guides, written from the system as it works today.
Other emails Nemma takes care of
Try it on your own emails
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