Returns app · by Wassist
Swap Returns for WhatsApp
Return status, refunds and exchanges, answered on WhatsApp
Customers find out where their Swap return is up to without emailing support.
Works with your existing Swap Returns account.
- Customer: Hi, I sent back some trainers last week. Any news on my refund?
- The agent uses Swap Returns: List my returns
- The agent uses Swap Returns: Get return
- Agent: Your return #R-20418 arrived at our warehouse on Tuesday and passed inspection. Your £89 refund was issued today and should reach your card within 3–5 working days.
Tracking a refund
The agent finds the customer's return and explains exactly where the refund is up to.
How Swap Returns works on WhatsApp
Connect Swap and your Wassist agent can look up a customer's returns, see where each one is up to and tell them exactly when their refund, store credit or exchange is coming.
When someone wants to send something back, the agent shares your returns portal and policy in the chat, so the return gets started instead of becoming a ticket.
More conversations Swap Returns handles
- Customer: The jacket's too small. Can I swap it for a large?
- The agent uses Swap Returns: Get returns portal
- Agent: Of course. You've got 30 days to exchange it. Start your return here and pick "Exchange" to choose the large: returns.example.com. Exchanges are free.
Starting a new return
The agent shares the returns portal and the policy that applies.
Why brands add Swap Returns to their WhatsApp agent
Fewer "where's my refund?" tickets
Customers get the live status of their return, refund or exchange in seconds, any time of day.
No order number? No problem
Your agent finds the customer's returns from their store account, or from the RMA or order number they give.
New returns started in the chat
Your agent shares the returns portal and policy at the moment the customer asks, so they can print a label straight away.
What your agent can do with Swap Returns
You choose which of these your agent gets, agent by agent, after installing.
Get return
Full details of one of the customer's returns: status, items, tracking, inspection, and the refund, store credit or exchange. Pass the RMA number, or the order number if that's what they gave. Only works once they've logged in to their store account.
Get returns portal
The store's returns portal link and returns policy. Use it when the customer wants to start a new return, or needs to print a label or change a return.
List my returns
The returns the customer has submitted on the store's returns portal, newest first, with where each one is up to. Use it when they ask about a return or refund without giving an RMA or order number. Only works once they've logged in to their store account.
Swap Returns for WhatsApp: FAQs
What can my WhatsApp agent do with Swap Returns?
It can list a customer's returns, give the full status of one (items, tracking, inspection and the refund, store credit or exchange) and share your returns portal and policy so they can start a new return.
Can the agent create a return itself?
Not yet. It sends the customer to your Swap returns portal, where they start the return, print a label or change an existing one.
Do customers need to log in?
Customers log in to their store account to see their returns, so return details are only shared with the person who made them.
Put Swap Returns to work on WhatsApp
Install it on your Wassist account, choose which agents get it, and it's live in your next conversation.