Use case: returns
Returns questions, answered from your own policy
neb answers return windows, refund times and exchange questions from your returns page, and sends shoppers to your team for anything it won't do, like changing an order.
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What shoppers ask
- Can I return this if it doesn't fit?
- How long do I have to send it back?
- When will I get my refund?
- Can I exchange for another size?
What your pages need to say
- The return window, counted from what (delivery or purchase).
- Which items can't be returned.
- Who pays return shipping.
- How long refunds take, and to which payment method.
- Whether you offer exchanges, and how to start one.
How neb handles it
- Answers from your pages: it drafts each answer from what your pages say. With the AI on, every price and number in a reply is checked against your pages, your settings and the shopper's message before it answers.
- Says “I don't know” when your pages are silent, offers to take the shopper's email, and puts the question in your morning report.
- Won't edit orders or speak for other shops: it points the shopper to your team.
Example, fictional shop
Shopper: I bought the wrong size. Can I send it back?
neb: Yes. Our returns page says you can return unworn items within 30 days of delivery. To start a return, use the contact page.
Before you start
Read the guide: How to write a returns page shoppers understand. Or run the free FAQ generator on your store to see which of these questions your pages already answer.
Put neb on your store
neb answers your shoppers from your own pages, in their language, at any hour, and tells you every morning what your pages couldn't answer.
More use cases: Answer shipping questions automatically · Answer “what size am I?” from your size chart · Answer product questions from your product pages · Answer shoppers at night and in their own language