Question
Answer
It answers from the returns policy: deadline, conditions, address, cost. It explains the 14-day right of withdrawal if the policy contains it.
For returns, the assistant answers based on the returns terms and the FAQ: about the deadline, the conditions, the address and the cost. It also talks about the right of withdrawal if the policy contains it.
If the customer writes about a specific product, the assistant asks for the product name and whether the package has been opened, because the conditions for opened goods may differ.
For a damaged or incomplete parcel, the assistant asks for contact details and hands the question to a colleague. The next steps are described on the handoff to a human page.
Sample conversation
Customer: Can I return the product?
AI assistant: According to our returns policy, yes, within the withdrawal period. You will find the conditions and the cost in the same place.
Customer: It arrived damaged, what can I do?
AI assistant: For damaged goods, please give me your contact details, and I will hand the question to our colleague.
Sample conversation
Customer: I would like to send the shoes back this morning, the size is wrong.
AI assistant: The conditions for returns because of the wrong size are described in our policy. Which model is it, and has the box been opened?
Customer: The box has been opened, but I only tried the shoes on at home.
AI assistant: For opened products the conditions may differ. Please give me your email address or phone number, and our colleague will be in touch.
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