As a customer of State Line Tack online (uses Shopify), I do not want to have to make a phone call to customer service, to return an item. I would like to initiate a return via email or online.
Current State
Currently, as a customer who placed an order and purchased an item online, if I wish to return that item, I must make a phone call to the customer service department, who will give me a Return Authorization (RA) number by phone and make a note in my account* that I am returning an order, and verbally give me instructions about how to return the item.
Currently, customers can return items by doing either of the following:
- (a) paying for and downloading a prepaid return-address postage slip, or
- (b) generating a RA# to mail in the item at their own expense.
Supposedly, I can send an email to their main support email address to indicate that I would like to return an item, but those emails appear to never get answered.
Desired State
As a customer with an online account, I would like to be provided with an online option to return an item that I have purchased. My order history page should contain the items that I have purchased, and from that list, I should be able to select the item for return.
As a guest or user without an online account, I would like to email my request to return an item and, more importantly, receive an email response back which gives me the 2 options listed above.
Alternately, as a guest or user with online account, I would like to initiate the returns process through the website without requiring a login — as demonstrated by the flow for Old Navy, described in this card here: Cant beat the CX for returns at Old Navy
About
Website:
statelinetack.com
Uses Shopify
Sells horse care products as well as equipment, supplies and tack for horses; also sells clothing and accessories for equestrians.
*It is unclear if this merchant is using a CRM as the customer service rep did not appear to have the information that is customary for a CRM, for my account history.
Sample Proposed Solution using AI automation
Documented on this Atlassian Confluence page (requires an Atlassian login to view): https://aiagentw.atlassian.net/wiki/spaces/~gtcx/pages/3637249/Improve+process+for+associating+emails+to+orders
Updates
Update/clarification:
It’s not true that the customer service team “never” replies to one’s email. I did finally get an email response back, 6 days after I sent the first of several emails. If it’s taking 6 days for customer service to respond to emails about orders, then there might be a lot of slippage going on. Process automation using today’s tools can reduce turnaround time and save money by reducing what appears to be slow, manual labor.
