Products/Returns agent
Returns agent · WhatsApp & SMS

The returns desk your customers already have open.

Customers message your number. The agent finds the order, asks the right question, and sorts a refund, store credit or exchange, even for a different product, then sends the label. Every step inside your rules and on the Shopify order.

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RefundsStore creditSame-product exchangesDifferent-product exchangesLabels & QR codes

Free 14-day trial · no card needed · Pro plan · included in every 14-day trial

VELA AthleticReturns agent · online
SMS
Hi, I’d like to return the trail shorts, they arrived with a split seam
Sorry about that. I’ve got order #1039. Could you send a quick photo of the seam so I can sort this straight away?
Thanks. That’s a fault on us, so you don’t need to send it back. Would you prefer a full refund of £38 to your card, or £38 + 10% as store credit to use now?
Refund please
Done. £38 is on its way back to your card and usually shows within 3–5 working days. Sorry again, and thanks for the photo.
What it handles

Every outcome your portal offers, now in a conversation.

Refunds, store credit, size swaps and swaps for something else entirely, with the label dropped straight into the chat.

Refunds

To the original payment, within your limits

To the original payment, within the limits you set. Above your threshold, it asks you first.

  • ✓Refunds go back to the original payment method
  • ✓Asks for a photo when your rules need one, attaches it to the return
  • ✓Above your limit it flags the return to you and tells the customer you'll be in touch
Live demo

Talk to it. Right now.

The real agent, on our demo store VELA Athletic. Pick an order, type like a customer, and watch the admin update underneath.

Demo orders
Try saying

Coming soon: text VELA from your own phone.

VELA Athletic returnsAgent · replying in about 2s
Order #1056
Sample
It’s too small
Sorry to hear that. I can see the Summit Jacket in S on order #1042. Would you like it in M, or would you prefer a refund or store credit?
M please
M is in stock. Your exchange is set up and the return label is below. Drop the S at any Royal Mail branch within 14 days and the M ships as soon as it’s scanned.
Return label · QR
AdminReturn in progress · finding the order
How it decides

It doesn't make policy. It applies yours.

The same return rules that power your portal and auto-approve are the only things the agent can act on. When a message falls outside them, it hands over to you with the transcript.

The decision

Message, read, decide, record

Every conversation runs the same four steps, and only a rule can take it past step three.

  • ✓Store credit only on autopilot. Cash refunds above your limit always wait for a human.
  • ✓Never invents an exception. Outside the window means outside the window, unless a rule says otherwise.
  • ✓Your voice, your number. Set the tone once. Customers see your brand, never ours.
Your side of it

Switch it on. Watch every conversation.

One settings card decides what the agent may do alone. Everything it does lands in the same queue as portal and helpdesk returns.

  • ✓Same queue, same decision card: agent returns sit beside the rest with a "Via" column
  • ✓Gorgias and Klaviyo stay in sync: conversations attach to the ticket, return events fire your flows
  • ✓One switch to pause: customers get a polite message pointing them at the portal

Returns by email thread vs. returns by agent

The old way

  • ✗Customer emails, waits a day, emails again
  • ✗Someone digs out the order and checks the policy by hand
  • ✗Label sent as an attachment they have to print
  • ✗The thread lives in a shared inbox nobody can search

With the agent

  • ✓Customer texts; the agent answers in seconds, inside your rules
  • ✓Order, window and stock checked before it replies
  • ✓Label or QR dropped into the chat, no printer
  • ✓Transcript and every action logged on the return and the Shopify order
The short version

Why merchants pick Yoyo.

Not just better than doing returns by hand. Better than the apps you're comparing us to.

Flat plans with 5,000 returns a year included. Per-return apps meter every single one.
Exchange-first by default, so the revenue conversation happens before any refund.
Order editing lives in the same app. Mistakes get fixed instead of returned.
Every carrier and integration included, with no per-connector fees.

See the pricing math vs AfterShip and ReturnGO →

3
channels: WhatsApp, SMS, portal
4
outcomes it can complete: refund, store credit, same-product and different-product exchanges
0
cash refunds above your limit it can approve alone

What Yoyo’s built to deliver. Your store writes the real numbers.

FAQ

The bits people ask about.

Do I need a WhatsApp Business account?

Yes, the agent replies from your own WhatsApp Business number, so customers see your brand. SMS uses the same number. Setup takes about ten minutes and we walk you through it.

Can it refund money without me?

Only up to the limit you set. Above that, and for anything outside your rules, it flags the return to you and tells the customer you'll be in touch.

What if a customer asks something it can't handle?

It says so plainly, hands the conversation to you with the transcript, and never guesses at policy.

Does it replace the portal?

No. The portal stays live on your domain. The agent is another door into the same returns, rules and queue.

Which plan is it on?

Pro, and it's unlocked during every 14-day trial so you can test it on real orders before you decide.

The rest of the Yoyo kit

Self-serve returns portalOrder editingExchange upsellsRules & automationProduct insightsRetention offers

Try it on your own orders, free for 14 days.

Included in every Pro trial. Portal and admin live from day one.

Add to ShopifyBook a demo

Free 14-day trial · no card needed