It gathers the signals about purchase date, reason, photos, policy exceptions, and compensation requests from across your channels, removes duplicates, and sets priorities.
Velros AI pulls the return details together, the purchase date, the reason, photos, any policy exception, and compensation requests, and leaves you to decide instead of dig.
Eightx's 2026 reference points put online returns at about 20 to 21%, in-store returns at about 5 to 8.9%, and DTC returns at about 14.2%. In a small business refunds and exchanges come in emotionally charged, and the hard part is that in the US there is no single legal return deadline to lean on, so unless your own return policy is written down and applied the same way every time, a person re-decides each case from scratch.
We gather the work as it actually arrives, and record what each step is judged against.
Classify exchange versus refund, and whether the reason is change of mind or a defect, wrong item, or not-as-described, from photos and description.
Calculate where the request falls against your posted return window from the delivery or purchase date, and flag it.
Draft the guidance that the customer pays return shipping for change of mind, and the seller pays for a defect, wrong item, or not-as-described.
Confirm damage, signs of use, and included parts from photos and description, and lay out the return method.
Build a handling card with the reason, window, return shipping, return, and refund amount, and hand it to a person.
We settle the exceptions that actually come up before they do. When a rule doesn't fit, we don't force it through. It goes to a person, with the evidence.
Do not auto-reject. First check whether there is a defect, warranty, or not-as-described claim that stands apart from the window, then let a person decide an exception.
Trace the order by name and contact, but do not confirm a refund before the same person is confirmed.
Damage the customer caused may allow refusing the return, but opening the package to inspect the contents is not treated as damage, so separate them by photo and ask a person to judge.
Anything touching money, contracts, personal data, or the brand is drafted and no further. It sends only after a person approves.
Money goes out, so a person always approves it.
It is discretion outside the stated policy, so a person judges it.
Defect versus change of mind can be disputed, so a person confirms it.
There is a real customer-dispute risk, so a person reviews the basis.
It is a concession that sets a precedent, so it is a person's call.
How you know it worked
Online about 20 to 21%, in-store about 5 to 8.9%, DTC about 14.2% (Eightx, 2026 reference points)
Building up reason tags lets you catch recurring causes (size, color mismatch) and cut the requests themselves.
US refund timing is set by your posted policy and card-network rules, not a federal deadline. A clear timer keeps refunds from dragging and heads off a chargeback.
Measure complaint first-response time and abandonment in customer data. The more emotional the inquiry, the more a fast receipt confirmation keeps it from escalating.
The US has no federal right of return. The FTC Cooling-Off Rule gives a three-day cancellation right only for door-to-door and similar off-premises sales, not for ordinary online or in-store orders. What actually governs an online return is your own posted return policy, plus any applicable state law (several states require that policy to be disclosed clearly, and a few give limited return rights) and the card networks' chargeback rules if the customer disputes the charge. So there is no fixed statutory withdrawal window or refund deadline to import. Set your return window, your refund timing, and who pays return shipping in a written policy, apply it consistently, and refund to the original payment method within the timeframe your policy and the card-network rules require.
Once the scattered checks and repeat replies are drafted and sorted, your staff can spend the day on review and exceptions, and you look only at the decisions that matter.
Get an assessmentExchange and refund inquiries come in heated, and the person in charge pieces the situation together from scratch every time.
It organizes the reason, the order, and the request and sends them up, and leaves the sensitive calls in the approval queue.
The things people actually check first about Sorting exchange and refund inquiries.
For a change of mind the customer pays return shipping, and for a defect, wrong item, or not-as-described the seller pays, per your posted policy. The system classifies the reason and lays out who pays in advance.
No. In the US there is no single legal return deadline, so your policy sets the window, and a defect or warranty claim stands apart from it. We do not auto-reject on the window, we check the reason first and a person decides.
There is no federal refund deadline, but a slow refund invites a card chargeback, and your policy timer on the card prevents that.
First response time
Drafting proposals can be joined up the same way, on the channels you already use, from intake through to the approval queue.
Send rate
Review request campaign can be joined up the same way, on the channels you already use, from intake through to the approval queue.
Send rate
Repeat-visit and repeat-purchase outreach can be joined up the same way, on the channels you already use, from intake through to the approval queue.
Inquiries, bookings, quotes, order updates. You can compare the work that keeps a person busy, side by side.
