YundaDeskAI answers logistics and returns. Humans approve every refund.
AI answers logistics and return-policy questions instantly. Refunds, compensation, and price changes always route to a human for approval — split speed from risk, and after-sales stays fast without losing control.
After-sales support is stuck between ‘fast’ and ‘in control’
Speed matters, but the questions repeat
Where's my package, can I return this, is it under warranty — the same questions repeat dozens of times a day, and agents lose hours to order lookups and copy-pasted policy.
Refunds need control, and one bad call becomes a complaint or a loss
Approve refunds too loosely and the books stop matching or the policy gets gamed. Lock it down too hard and slow cases turn into marketplace complaints.
Right after a promotion, after-sales volume spikes at once
WISMO and return questions cluster in the 3-7 days after a shipping wave. Agents can't keep up one by one, and AI still can't approve refunds on its own.
Split after-sales into two tiers: what AI answers, and what a human must approve
WISMO / logistics: AI answers instantly
Where's my package, when will it arrive, can the address change — AI answers directly from shipment status and order data, no queue required.
Return policy: AI answers first
Return conditions, timelines, and warranty coverage come straight from the knowledge base, so agents stop copy-pasting policy by hand.
Refunds / compensation / price changes: human approval required
Any action that touches money stops with AI and routes to a human — a product-level boundary that no configuration or prompt can bypass.
AI hands off with a summary, not a raw transcript
Order number, issue type, customer ask, and AI's read on it are packaged into a summary, so the human approver sees the conclusion, not a full chat log to re-read.
From policy setup to AI answering tickets, in 3 steps
Write the after-sales policy into a knowledge base
Return conditions, warranty rules, and shipping-exception handling get documented so AI can reference them directly.
Connect the channels your customers actually use
Website widget, email, WhatsApp, Instagram DM, and more all land in one inbox, so AI answers wherever the customer asks.
Set the approval line, then go live with human backup
Confirm which refund, compensation, and price-change actions must route to a human. AI is blocked from acting past that line, then goes live while follow-ups keep building new skills.
Common capabilities for after-sales teams
Go deeper on each after-sales workflow
Cross-border e-commerce after-sales support questions
Will AI ever approve a refund on its own?
Never. Refunds, compensation, and price changes always route to a human — this is a product-level boundary that no configuration or prompt can bypass. AI only flags the risk, prepares a summary, and suggests next steps; it has no authority to approve on its own.
Can AI automatically answer repetitive ‘where is my package’ questions?
Yes. AI reads order and shipment status to answer shipping, in-transit, and expected-delivery questions directly, without an agent looking up each tracking number by hand. It only hands off when the information isn't in the system.
A customer asks on WhatsApp, then follows up by email — do they have to explain everything again?
No. Customer identity is automatically merged across channels, so agents and AI see one unified profile and the full conversation history. The customer never repeats the background, and they're never treated as two different people.
Can the after-sales replies agents type every day turn into AI capability?
Yes. Human follow-up answers first become learning suggestions that are traceable, testable, and revertible. AI only learns them after a human confirms — nothing takes effect silently, and a wrong suggestion can always be rolled back.
Can the after-sales team handle the post-promotion surge?
Yes. AI answers high-frequency questions like WISMO and return policy first, so agents only handle complex conversations and refunds that need approval. You don't need temporary hires for the surge, and a unified inbox keeps messages from getting lost across channels.
Let AI answer the first batch of after-sales questions
Connect your channels and after-sales policy, let AI handle logistics questions, and keep refund approval with your team.