What if you could transform one of the most sensitive moments in the customer journey into a brand differentiator? With Weni by VTEX’s automated returns and exchanges, retailers can deliver speed and satisfaction by instantly processing requests via AI on WhatsApp.
No more long waits, unnecessary bureaucracy, or frustrated customers. Now, shoppers can handle returns and exchanges through a seamless, intuitive conversation on WhatsApp.
It’s real problem-solving technology that enhances loyalty and proves your brand is committed to the best shopping experience.
How It Works
1. Fully Automated Returns & Exchanges
Customers start the process directly on WhatsApp. In just a few taps, they receive clear instructions to return or exchange an item hassle-free.
2. Real-Time Updates
From request submission to refund confirmation or new product shipment, customers receive automated notifications at every step—ensuring full transparency.
3. Seamless Integration with Inventory & Logistics
Connected to your eCommerce and fulfillment systems, the solution syncs inventory updates in real time and enables fast processing of new shipments.
Example:
“Your exchange request has been approved! Click here to download your return label: [link]. Your new product will be shipped as soon as we receive your return.”
The Business Impact
- Scalability & Efficiency: Automating repetitive tasks reduces workload for support teams, ensuring fast service even during peak demand.
- Lower Operational Costs: Fewer manual interactions mean higher efficiency and reduced expenses.
- Strategic Insights & Control: Real-time data helps identify return patterns, optimize product offerings, and minimize return rates.
- Higher Retention & Loyalty: A fast, hassle-free process boosts customer satisfaction and strengthens brand loyalty.
- Proactive Return Prevention: If AI detects a return due to an incorrect size, color, or product spec, it can proactively suggest a free exchange, turning a return into a successful sale.
The Customer Experience
- Effortless & Convenient: No need for calls or navigating a website—WhatsApp makes it simple and fast.
- Full Transparency & Control: Customers get clear updates on every step, building trust and confidence.
- Speed & Personalization: Instant responses ensure a smooth, human-like experience.
Technical Requirements
- Configuration in Weni Platform and activation of the AI agent.
- Integration with your eCommerce platform and order management systems (After Sales & Troque Commerce).
- Connection between Weni Platform and Meta Business Suite (or another messaging platform).
By automating returns & exchanges via WhatsApp, your brand stands out in CX innovation, simplifies critical operations, and builds long-term customer loyalty. 🚀
Ready to bring this functionality to your operation? Get started with Weni by VTEX and scale your customer experience with cutting-edge technology
