Return / exchange request flow template

How the conversation runs

1. Bot sends

   No problem, {{name}} — we'll sort it out. Is this a return or an exchange?

   ReturnExchange
2. Bot asks & saves the answer as {{order_no}}

   What's your order number?
3. Bot asks & saves the answer as {{order_no}}

   What's your order number?
4. Bot asks & saves the answer as {{return_reason}}

   And the reason for the return?
5. Bot asks & saves the answer as {{exchange_for}}

   What would you like instead (size/colour/item)?
6. Tags the contact returns for future campaigns
7. Tags the contact exchange for future campaigns
8. Hands the chat to your team

   Thanks! Return for order {{order_no}} is being processed — we'll confirm the pickup shortly. ✅
9. Hands the chat to your team

   Thanks! Exchange for order {{order_no}} noted — we'll confirm availability right away. 🔄

Answers marked {{like_this}} are saved on the contact and reusable in campaigns. Unrecognised replies re-prompt the menu instead of dead-ending.

More E-commerce & Retail flows