Customer says
“I just got the Tele and it buzzes really bad on the 7th and 9th frets when I bend.”
Guitars · stringed instruments · vintage
Knows the difference between a fret-buzz that needs a $40 setup and a tonewood crack that needs a return.
Most 'my guitar has a problem' messages aren't returns — they're setup adjustments. A truss-rod tweak, a fret level, a nut slot. Generic apps refund both kinds. Eturns reimburses the customer for a local luthier setup and keeps the guitar in their hands.
Fret buzz / truss-rodTonewood crackElectronic faultFinish checkIntonation offVintage authentication
Free plan included · 5-minute install · no credit card
The problem
Why generic returns apps cost guitar shops real money
A guitar arrives. It buzzes on the 7th fret. The customer messages support. A generic returns app refunds the guitar — your most expensive SKU, your most fragile shipment, your most labor-intensive return. But a 7th-fret buzz is almost always a 5-minute truss-rod adjustment a local luthier does for $30-60. Eturns offers the customer a luthier-reimbursement instead: pay for a local setup, send us the receipt, we cover up to $X. Real defects (cracked tonewood, dead pickup, broken neck) still route to a return. The same conversation handles both — and the cheap fixes stay cheap.
How a real claim flows
One conversation, three roles played: customer, AI, your team.
AI handles
Recognizes 'buzz on bends' as a classic high-fret action issue, explains that a setup is the standard fix, offers up to $75 reimbursement for a local luthier setup with a receipt, opens an ar_finance escalation tagged 'setup_adjustable — high-fret buzz,' and tells the customer how to submit the receipt.
Outcome
Customer keeps the guitar. Local luthier earns $50 for a 15-minute setup. Merchant pays $50 instead of accepting a $1,200 return on a played instrument that now ships used.
$1,150average margin saved per setup-reimbursement vs accepting the return
What the AI knows
6 defect categories tuned for instruments.
Each category controls which photo the AI requests, which department the case routes to, and which SLA the customer hears. Turn any of them off in your merchant dashboard.
Setup-adjustable issue
setup_adjustableFret buzz, action too high/low, intonation off, nut slot too tight, neck bow. AI offers a luthier-reimbursement (you set the cap, e.g. $75) so the instrument stays in the customer's hands. Reimbursement opens an ar_finance escalation, not a return.
Tonewood / structural crack
tonewood_crackTop, back, side, or neck cracks visible under inspection. AI requests a photo under raking light to distinguish a real crack from a finish check, then routes to warranty or return based on your policy.
Pickup / preamp / electronic fault
electronic_faultDead pickup, intermittent jack, microphonic feedback, preamp battery drain. AI asks for a short audio clip if the customer can record one, then routes to tech_support with the symptom and the SKU's known-issue history.
Finish check / nitro crack
finish_checkNitrocellulose finishes naturally check with humidity changes — most are cosmetic, not defects. AI explains the difference, asks for a photo, and routes only the cases that are out-of-spec.
Intonation issue
intonation_offOpen string tunes correct, fretted notes don't. Almost always a saddle adjustment. AI offers luthier reimbursement first; routes to return only if the issue persists after a documented setup.
Vintage authentication challenge
vintage_authenticationFor vintage instruments above your high-value threshold, AI runs a serial-number + headstock-photo + neck-stamp authentication before any return is opened. Counterfeit detection at first contact.
Where it routes
Specialist destinations, not a generic CS queue.
Eturns ships with 14 routing destinations beyond CS. The instruments disclosure profile uses these:
| Department | Triggered when | SLA the customer hears |
|---|---|---|
ar_finance | Luthier reimbursement approved (setup_adjustable, intonation, nut slot) | Customer paid back within 5 business days of submitting the receipt |
warranty | Real structural defect: tonewood crack, broken neck, severe finish damage | Replacement or repair authorization within 2 business days |
tech_support | Electronics: dead pickup, intermittent jack, preamp fault | Diagnosis within 24h; repair-or-replace decision within 48h |
atelier | Vintage / luthier-built / high-value custom instruments | Hand-off to the original maker or your atelier desk within 24h |
Disclosure profile
Standard for production · Luxury for vintage
Production instruments use the standard disclosure profile. Vintage and luthier-built instruments above your high-value threshold flip into the luxury profile: never quote price, never offer store-credit bonuses, always run the serial / headstock / neck-stamp authentication step before opening any return path. The setting is per-SKU via Shopify product tags.
Who this is for
If your store sells any of these, the instruments profile fits you.
- Boutique guitar shops (electric, acoustic, bass)
- Vintage instrument dealers
- Luthier-built / custom-shop brands
- Drum, ukulele, mandolin, and bowed-instrument retailers
Questions instruments merchants actually ask
Frequently asked.
Will the AI ever refund a guitar that should have been reimbursed?
Only if you set the policy that way. By default, setup-adjustable issues are offered the reimbursement path first; the customer can decline and proceed to return, but the AI walks them through the cheaper option. You set the cap.
How does it tell tonewood crack from finish check?
By the photo it requests. Raking light shows depth — finish check is at the surface, tonewood crack runs into the wood. AI is conservative: ambiguous cases route to your warranty queue with the photos attached.
What happens if the customer's local luthier isn't trustworthy?
You set the reimbursement cap and require the receipt. The AI tells the customer up front. You can also restrict to a list of approved repair shops; the AI references your list in the conversation.
Does this work for electronics like amps and pedals?
Partially — electronic_fault routing is ready. We don't currently have audio-clip parsing built in, but we ask for the clip so your tech_support team has it before they reply.
Ready to give instruments the returns flow it deserves?
Install Eturns from the Shopify App Store. Free plan included. Setup takes 5 minutes — the AI auto-detects instruments from your products and policies.