Returns and RMA triage

A return request touches more tools than almost any other support task. The customer writes in through Gorgias or Zendesk, the order lives in Shopify, the shipping label and inbound tracking sit in ShipStation, and the refund would run through Stripe. To handle one return well an agent has to confirm the order, check the return policy, decide between a refund, a replacement, or a store credit, and generate a label, all while the customer waits. Because the steps span so many tools, returns often stretch across days and answers vary from agent to agent. The process is repetitive and rule-based, yet it eats support time precisely because nothing connects those tools for the agent.

You describe your return policy in plain language, and Ceven builds a workflow that triages each request the way a trained agent would. It reads the incoming message in Gorgias or Zendesk, pulls the matching order from Shopify, checks it against your policy, and determines the recommended outcome. For an approved path the workflow can draft a return label through ShipStation, prepare a refund in Stripe, and write a clear reply to the customer, all as proposals. It can post the day's return decisions to Slack so a lead sees what is pending in one view rather than scattered across inboxes. Ceven runs around your store, helpdesk, and payment tools rather than becoming any of them, so orders and refunds stay recorded in the systems you already use.

Refunds are never issued automatically. Every refund the workflow prepares in Stripe is a draft that waits at an approval gate, where a person can adjust the amount, choose a replacement or store credit instead, reject it, or approve it. Only after that sign-off does the refund or label actually go through, and the workflow writes the decision to a full audit trail. That exportable record shows what was refunded or replaced, on whose approval, and against which order, which matters when money is moving back to a customer. Holding every refund for human approval is what keeps a fast triage queue from ever paying out on its own.

You can start free with no credit card. Connect Shopify, Gorgias, ShipStation, Zendesk, Stripe, and Slack, describe your return policy in plain language, and Ceven builds the workflow across its library of more than a thousand tools. If your helpdesk or payment setup is different, the same workflow adapts, since Ceven can read from and act in whatever your store already uses. The result is faster, more consistent returns where a person still approves every refund before it is issued.