Returns and exchanges
Runs your actual returns policy as a rules engine and can start a return — without ever touching a refund.
Returns are where generic bots do the most damage, because getting the policy wrong has a cost. AskRoo runs your real returns policy as a rules engine: it checks the item, the window and the condition, tells the shopper plainly whether they're eligible, and can initiate the return there and then. The language is written to sit correctly alongside Australian Consumer Law, so a shopper's statutory rights are never talked over.
What you get
- Eligible returns started in the conversation, not a follow-up email
- Consistent policy answers that match what you actually wrote
- Refund decisions stay with you
What’s included
- Your returns policy encoded as checkable rules
- Return initiation from inside the chat
- Returns language aligned with Australian Consumer Law
I bought these boots two weeks ago, can I return them?
Yes — they're inside your 30-day window and unworn items qualify. I've started the return and emailed you the label.
Grounded in
Your published returns policy plus the live order's items, dates and fulfilment state.
What it won’t do
- Initiates returns only — never executes refunds.
- Never edits orders autonomously.
- Auto-approval stays off until you turn it on.
More capabilities
Order tracking
Where's my order, answered.
Verifies the shopper, then reads live fulfilment and tracking status straight from your store. No guessed dates.
Learn moreProduct answers
Catalogue-grounded product Q&A.
Retrieval over your full live catalogue, with price and stock fetched fresh at answer time — never recalled.
Learn moreEscalation
A handoff that doesn't restart the conversation.
When a human is needed, they get the full transcript, order context and a ticket reference. The shopper never repeats themselves.
Learn moreAnswers your shoppers can check.
Join the Australian beta and put a grounded support agent in front of your shoppers — one that shows its source, or escalates instead of guessing.