Return Eligibility Check Agent

Returns follow rules about receipts, time windows and item condition, and getting them wrong costs money or upsets customers. When a customer starts a return, this agent looks up the purchase. If there is no receipt, it searches by card or loyalty number and checks again. Once the purchase is found, it checks the return window, the item's category rules, its condition and the customer's return history. It then tells the associate whether the return is allowed and which refund type applies, such as original payment or store credit. Without any proof of purchase, the rule is store credit. When a case falls outside policy, it drafts the exception with the reason for a manager, who decides. The associate processes the return. Edge case: items bought on sale are refunded at the price actually paid, not the current shelf price.