The Request a return action allows Seth to create a return request directly in Shopify when customers call in. This feature is currently in beta.
How to set it up
In the navigation menu, go to Seth AI Support.
On the Train tab (default), find the section called Taking Action.
Click Add Action and select Request a Return.
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 after the order date customers can request a return.
Important: the return window is measured from the order date, not the delivery date.
Example: If you want a 30-day return period and average delivery takes 5 days, set the return window to 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.
Note: Seth does not process charges, he can only inform the customers 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 action 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.