The Request a return skill allows Seth to create a return request directly in Shopify when customers call in.
How to set it up
In the navigation menu, go to Seth AI Support.
On the Train tab (default), find the section called Using skills.
Under Built in skills, turn on Request a return and click Configure. (Look up an order lives here too.)
A setup popup will appear where you can configure the return rules.
How it works
When a customer calls, Seth follows the rules you configure to create a return request in Shopify:
Eligibility first: Seth always checks whether items are eligible for return before proceeding. If an item is not eligible, the customer will be told immediately.
Customer verification: Return requests can only be created after the customer provides both the order number and the postal code. This ensures requests are always verified.
Human in the loop: All return requests are created as drafts in Shopify. Your team must review and approve (or decline) them.
Refunds vs exchanges: Seth asks whether the customer wants a refund or an exchange. Exchange details (e.g. new size or item) are added to the customer note.
Customer note: Each return request includes:
The reason for return, as explained by the customer.
Whether the customer wants a refund or an exchange.
Any exchange details provided.
A link to the Ringly call history, so your team can replay the call or read the transcript if anything is unclear.
Settings in the setup popup
Return window
Define how long customers can request a return.
Choose whether the window counts from the order date or the delivery date.
Counting from the delivery date works with delivery tracking. Orders without tracking count from the order date instead.
Tip: if you count from the order date and average delivery takes 5 days, add those days to your window (for a 30-day return period, set 35 days).
Return shipping cost
Choose how you want to handle return shipping:
Customer provides return shipping
Free return shipping
Flat rate return shipping (you’ll set the rate in USD)
Restocking fee
Optional: add a restocking fee as a percentage of the order total, or a flat amount per return.
Note: Seth does not process charges, he can only inform the customer about it. Fees are managed in Shopify.
Notifications
When Seth creates a return request:
It will appear in Shopify as a draft.
By default, Shopify sends staff an email notification whenever a return is requested (includes order number).
This means you don’t have to check Ringly call history to keep track — notifications flow through Shopify as usual.
Summary
The Request a return skill helps automate customer returns by letting Seth create return requests in Shopify based on your rules. Customers are always verified by order number and postal code, every request requires human approval, and exchange details are captured in the customer note for clarity. You can also teach custom skills for other automations.