Busy operators
You run the store and don't have time to build a returns workflow. Install, import your policy, walk away. The agent handles the rest while you pack orders.
Shopify returns, automated end-to-end
Returns that answer themselves — in 90 seconds, not two business days.
Eturns replaces your returns form with a storefront agent that verifies the order, checks your policy, offers an exchange or store credit before a cash refund, and files the return — while your team sleeps. Built Shopify-native on API 2026-01.
Free plan included · 5-minute install · no credit card
- 90s
- median time to resolve a return request
- 40-70%
- fewer cash refunds in the first 60 days
- 70-85%
- of requests auto-approved, zero human touch
- <5 min
- from Shopify install to first live conversation
Who it's for
Built for the merchants who can't afford dedicated returns ops.
Multi-store brands
You run a portfolio — DTC flagship, regional splits, sub-brands. One install per store, shared policy templates, one audit log. Consistent customer experience, zero headcount added.
Scaling startups
You're growing faster than you can hire support. Ship from 20 orders a day to 2000 without adding a single CX hire. Auto-approval scales with you.
Resolve requests
Answer every return in 90 seconds, 24/7, without hiring.
The storefront widget handles return, exchange, and refund requests end-to-end. It verifies orders against Shopify, checks eligibility, proposes the right resolution, and files the return — all inside one conversation. No tickets. No forms. No waiting.
- Real Shopify data, in the conversationPulls order, fulfillment, and tracking straight from Shopify API 2026-01. The agent knows the customer's actual unit price, discounts applied, and shipment status.
- Exchange-first, refund-lastEvery request checks live inventory for a same-item exchange, then same-brand alternatives, then store credit with a bonus — before ever offering a cash refund.
- Escalates with full contextWhen a request needs a human (high-risk, out-of-policy, ambiguous), it lands in your queue with the transcript, risk factors, and suggested next step already written.
- Native return creationApproved returns file through Shopify's native Returns API so refunds, restock, and customer emails all flow through your existing Shopify workflows.
90smedian resolution time
E
Returns assistantOnlineHi — the jacket I ordered is too big. Can I return it?
I found order #48201. The Stormline Jacket is eligible to return through April 24. Want me to send you a size Medium instead? It's in stock and ships today.
Yes, please exchange it.
Done. Return label sent to your email and your Medium ships today. Total time: 94 seconds.
Retain revenue
Keep the money in your store when customers ask for it back.
Every cash refund is a sale reversed. Eturns systematically offers alternatives that feel generous to the customer and keep the revenue on your books: a better-fitting exchange, store credit with a bonus percentage, or a product they'll actually love.
- Store credit bonuses you controlOffer +5%, +10%, or +20% on top of the refund value for customers who take store credit. Configurable per category and per order tier.
- Smart exchange suggestionsThe agent recommends alternatives from live inventory — right size, right color, right price band. No dead-stock suggestions, no out-of-stock embarrassment.
- Per-conversation retention trackingSee exactly how much revenue each conversation saved, which offer converted, and which categories retain best. Aggregated in your dashboard.
- Category-level incentive rulesHigher bonus on your hero SKUs, lower on clearance — tune incentives where they matter. Changes take effect on the next conversation.
40-70%fewer cash refunds
This monthLive
Retained$42,180+18% MoM
Refund rate3.1%-58% vs pre-Eturns
Auto-approved78%847 of 1,086
Avg. resolution88sP50 across all
Auto-approve safely
Approve the easy returns instantly. Review only what's risky.
Every request gets a risk score from 0-100. Low and medium risk returns clear automatically the moment the customer confirms. High risk cases — unusual patterns, chargeback history, out-of-window claims — queue up for you with the evidence pre-assembled.
- Risk score, shown in the openFactors: order age, customer lifetime return rate, item value, reason code, chargeback history, first-order flag. You see every factor, not a black box.
- Three-tier routingLow (0-30): auto-approved. Medium (31-60): auto-approved with logging. High (61-100): manual review queue. You set the thresholds.
- Audit trail on every decisionEvery approval, override, and escalation is logged with timestamp, reason, and the exact policy or risk factor that triggered it. Export for compliance.
- Fraud patterns surfacedRepeat offenders, return-ratio outliers, and suspicious reason-code patterns get flagged in the dashboard before they become losses.
70-85%requests auto-approved
Risk scoreLow · Auto-approved
12/ 100
Order age9 days (in window)
Customer return rate8% (healthy)
ReasonWrong size · valid
Chargeback historyNone
Enforce policy
Write the rules once. They apply on every conversation, forever.
Most returns apps let rules drift — new agents interpret them differently, legacy exceptions pile up, your policy page says one thing while support does another. Eturns enforces your written policy literally, on every request, with zero variance.
- Return windows30-day, 60-day, custom per-product, or seasonal (extended holiday windows). Counts from fulfillment, delivery, or purchase — your choice.
- Final-sale & category exclusionsMark categories (intimates, clearance, custom orders) or tags ('final-sale', 'made-to-order') as non-returnable. Enforced automatically.
- Custom rule engineBeyond toggles: tag-based rules, price thresholds, SKU patterns, customer-segment rules. Complex logic expressed in plain language, enforced deterministically.
- Policy import from ShopifyOn install we parse your existing Shopify policy pages and pre-configure rules. Update your policy page later; one click re-imports.
100%policy compliance rate
Active rules
Return window30 days from delivery
Final-sale tag exclusion'final-sale' → non-returnable
Intimates categoryNon-returnable (hygiene)
Extended holiday windowNov 15 – Jan 10: 60 days
High-value flagOrders over $500: manual review
Scale globally
Ship worldwide. Answer in every language. Keep one policy.
You don't need a separate returns stack per market. The agent detects the customer's language and replies natively, with your rules applied identically across every locale. One install, one policy, global coverage.
- Multi-language conversationsEnglish, Spanish, French, German, Italian, Dutch, Portuguese, Japanese, Mandarin — and the list is expanding. Detected automatically from the customer's message.
- Currency-aware refundsReads the customer's actual paid amount (including discounts and promo codes) from Shopify. Refunds and store credit resolve in the original purchase currency.
- Multi-store roll-outRunning a portfolio of Shopify stores? Install per-store with shared policy templates. Common on multi-brand and regional-split setups.
- GDPR & data residency readyCustomer data and conversation transcripts are scoped per-store with full audit trail. GDPR webhook handlers ship in every install.
9+languages supported
Last 24h · by language
EN
English204
ES
Spanish59
FR
French30
DE
German20
JA
Japanese10
+4
Other7
Operate & measure
See every request. Ship changes without a deploy.
One dashboard inside Shopify admin shows every conversation, every approval, every dollar retained. Tune bonuses, adjust rules, toggle categories — changes apply on the next request. No redeploys, no tickets to engineering.
- Unified request feedEvery conversation, filterable by status, risk tier, language, category, and revenue retained. Transcripts open in a click for full context.
- Revenue retention analyticsCash refunds avoided, store credit issued, exchanges converted — tracked daily, weekly, monthly. Cohort breakdowns by category and customer segment.
- Usage & cost transparencyConversations used, half-credit refunds (for abandoned chats), and projected monthly cost — visible live. Never a surprise bill.
- Custom AI instructionsOn Pro plans, add tone and priority overrides: 'always offer free return shipping on orders over $150', 'mention the loyalty program on every exchange'. Applied instantly.
0deploys needed to change policy
This monthLive
Retained$42,180+18% MoM
Refund rate3.1%-58% vs pre-Eturns
Auto-approved78%847 of 1,086
Avg. resolution88sP50 across all
Subscription lifecycle
Cancel, skip, or partially adjust subscriptions in chat — without losing the relationship.
Subscription customers don't want a form; they want to skip the next box, drop one item from a multi-product subscription, or pause for a trip. The agent handles every variant of the conversation, computes prorated refunds when due, and routes anything it can't fully resolve to your AR/CS team with the math already done.
- Full contract cancellationOne-click cancel against Shopify's subscriptionContractCancel mutation. If Shopify returns userErrors, the AI tells the customer plainly — no silent fail, no false 'all set'.
- Skip the next shipment (or pause N cycles)Single-cycle skip via subscriptionBillingCycleSkip; falls back to a full pause if Shopify rejects. Multi-cycle pauses ("I'm traveling 3 weeks") escalate to your team with the exact resume date pre-filled.
- Partial cancellation (per-line)Customer wants to keep the dog food but cancel the cat food? Shopify's native API can't do per-item cancels — the agent escalates to your subscription team with the specific line IDs ready to remove. No back-and-forth.
- Prorated refunds, auto-routedWhen a refund is owed (cancelled mid-cycle), the AI computes the prorated amount from billing interval + days remaining and auto-escalates to ar_finance with the exact dollar figure. Stops refunds quietly disappearing into a queue.
3subscription tools (cancel · skip · partial)
E
Returns assistantOnlineHi — the jacket I ordered is too big. Can I return it?
I found order #48201. The Stormline Jacket is eligible to return through April 24. Want me to send you a size Medium instead? It's in stock and ships today.
Yes, please exchange it.
Done. Return label sent to your email and your Medium ships today. Total time: 94 seconds.
Vertical coverage
Built for what you actually sell — wine, watches, eyewear, instruments, modest wear, and 25+ more.
Generic returns apps don't know the difference between a fret-buzz claim that needs a luthier setup and a real tonewood crack. The AI does — across 50+ defect categories, with vertical-specific photo flows and the right escalation department for each. Configure your industry once; the AI applies the matching playbook on every chat.
- 50+ defect categories — vertical-specificFrom cork_taint (wine TCA) to optical_rx_mismatch (eyewear lab error) to setup_adjustable (guitar truss-rod fix → routes to luthier reimbursement, not return) to gem_cert_mismatch (jewelry) to sneaker_authentication_mismatch. Each routes to the correct resolution path.
- Disclosure profiles — gift, luxury, pharmacy, modest wearGift recipients never see prices. Pharmacy patients never see medication names. Luxury claims require a serial-number gate before the AI confirms authenticity. Modest-wear stores get extended return windows. Set the profile once; the AI adapts every conversation.
- Industry-aware escalation routing14 destinations beyond CS — warranty, authentication desk, atelier, vet, pharmacy, optical lab, luthier, fulfillment, carrier_claim, concierge, ar_finance, legal, tech_support. Each carries an SLA the AI tells the customer truthfully.
- Photo evidence — 30 canonical scenariosDamage shipping, embroidery defect, age-verification failure, cold-chain damage, hygiene-liner intact, eyewear Rx evidence, instrument defect, gem macro, supplement tamper, sealed-collectible, and more — each with merchant-approved instructions the customer relays verbatim.
50+defect categories across 30+ verticals
Active rules
Return window30 days from delivery
Final-sale tag exclusion'final-sale' → non-returnable
Intimates categoryNon-returnable (hygiene)
Extended holiday windowNov 15 – Jan 10: 60 days
High-value flagOrders over $500: manual review
Plan matrix
Everything on every plan. Higher tiers unlock more volume and depth.
The agent, the widget, and policy enforcement are included from the free plan up. Auto-approval, advanced analytics, and custom AI instructions unlock as you scale.
| Capability | Free | Starter | Growth | Pro | Pro+ |
|---|---|---|---|---|---|
| Conversations included | 50 lifetime | 200/mo | 1,000/mo | 10,000/mo | Unlimited |
| Storefront return agent | ✓ | ✓ | ✓ | ✓ | ✓ |
| Policy engine & enforcement | ✓ | ✓ | ✓ | ✓ | ✓ |
| Store credit bonuses | ✓ | ✓ | ✓ | ✓ | ✓ |
| Exchange-first flow | ✓ | ✓ | ✓ | ✓ | ✓ |
| Multi-language support | ✓ | ✓ | ✓ | ✓ | ✓ |
| Full widget customization | — | ✓ | ✓ | ✓ | ✓ |
| Advanced analytics & cohorts | — | — | ✓ | ✓ | ✓ |
| Risk scoring & auto-approval | — | — | ✓ | ✓ | ✓ |
| Custom AI instructions | — | — | — | ✓ | ✓ |
| Priority support | — | — | — | ✓ | ✓ |
| Dedicated account manager | — | — | — | — | ✓ |
| Monthly price | $0 | $19 | $49 | $139 | $999 |
| Annual price | $0 | $15/mo | $39/mo | $111/mo | $799/mo |
Scroll horizontally to see all plans →
FAQ
Questions merchants ask before installing.
How is Eturns different from Loop, Returnly, or AfterShip Returns?
Traditional returns apps give your customer a form. Eturns gives them a conversation. A customer types 'I need to return my order' in the storefront widget and the agent verifies the order, checks eligibility against your policies, offers the right alternative (exchange, store credit, or refund), and files the return — in about 90 seconds. You set the rules once; we enforce them on every interaction.
Does the return agent actually reduce refund rate, or just deflect requests?
It retains revenue. When a customer asks for a refund, the agent offers a store credit bonus (you choose 5-20%) or suggests an in-stock exchange pulled from live Shopify inventory. Stores running our exchange-first flow typically see 40-70% fewer cash refunds in the first 60 days — that revenue stays in your store instead of going back to the customer's card.
How does risk scoring and auto-approval work?
Every return request gets a 0-100 risk score based on order age, account history, return reason, prior return rate, and item value. Low and medium risk returns auto-approve the moment the customer confirms — no human needed. High risk cases land in your queue with the full transcript, risk factors, and a recommended action. Most stores auto-approve 70-85% of requests.
Can the agent handle customers in other languages?
Yes. The agent replies in the customer's language automatically — we've tested English, Spanish, French, German, Italian, Dutch, Portuguese, Japanese, and Mandarin. Your configured policies apply identically across languages. Great for brands shipping internationally from one store.
What about the rules we can't express as a checkbox?
The policy engine supports custom conditions beyond the standard toggles: tag-based eligibility (e.g. 'final-sale' tag is non-returnable), price thresholds, seasonal return windows, SKU patterns, and category-specific rules. You write the rule in plain language, the engine enforces it deterministically — not 'sometimes' like a black-box AI.
How fast is setup, really?
Install from the Shopify App Store, click through OAuth, and the agent is live in about 5 minutes. On install we read your products, inventory, and policy pages and pre-configure the agent. No training data, no prompt engineering, no theme edits. You can be taking real return conversations before the next coffee break.
How does billing work for conversations?
You're charged per completed conversation. If a customer abandons a chat partway through (30+ minutes idle), we charge half a credit — not a full one. And if you hit your plan's monthly limit, we let one extra customer through free as a goodwill buffer so nobody gets a broken widget. Included on every plan.
Ready when you are
Start keeping refunds on your books this week.
Install free, import your policy, and watch the first conversations resolve in the dashboard. You can always upgrade — or uninstall — in a click.