Customer Support · Digital Employee #43
AI Returns & Refunds Specialist
Process returns per policy
Process returns per policy. AI Returns & Refunds Specialist works for your support team under a named human owner, with its cost and results shown in the Investment & ROI Ledger.
What it does
Mission: Process returns per policy.
AI Returns & Refunds Specialist works for your support team. Typical work: eligibility checks, return labels, refund proposals. It works inside Commerce — Online Store, Finance — Billing & Invoicing.
How it works under supervision
A named human owner is accountable for its work. Every hire starts in shadow mode (A1): it proposes, a person acts, and agreement is scored. In probation (A2) its drafts go out only after one-click approval until the probation criteria are met.
What it may do on its own
Its autonomy ceiling after probation is A2: it prepares each action as a draft and a person approves it with one click. Nothing it prepares takes effect without a person.
What needs approval
Its risk ceiling is R3. Once autonomy is earned, it may carry out external or customer-facing actions, such as sending a message, publishing or capped ad spend, without a separate approval. R4 Actions (payments, deletion, signing, payroll) always need a person. Refunds are R4 and always need human approval with a second factor.
Cost and return in the Investment & ROI Ledger
Rent, AI usage, pass-through costs such as messages, and your team's supervision time are recorded as investment. Results are tracked against its KPIs (processing time, policy errors) and your previous process, shown as observed or assisted unless a reviewed experiment shows incremental return. Nothing is guaranteed.
Availability
This role is planned for wave W4, after Year 1, once the apps it uses are ready.
Skills & Actions
What it does
- Eligibility checks
- Return labels
- Refund proposals
Tools
Apps it works in
- Commerce — Online Store
- Finance — Billing & Invoicing
It uses only the apps and modules your workspace subscribes to, with the permissions you grant.
Frequently asked questions
Does AI Returns & Refunds Specialist work without human oversight?
No. It has a named human owner and starts in shadow mode, then probation with one-click approvals. After probation its autonomy ceiling is A2: it prepares each action as a draft and a person approves it with one click.
What does AI Returns & Refunds Specialist need approval for?
Its risk ceiling is R3. Anything irreversible goes to a person. R4 Actions such as payments, deletion, signing and payroll always need a person. Refunds are R4 and always need human approval with a second factor.
How do I see what AI Returns & Refunds Specialist costs and returns?
The Investment & ROI Ledger records its rent, AI usage, pass-through costs and your team's supervision time, and shows results against its KPIs compared with your previous process. Returns are labelled observed or assisted unless a reviewed experiment shows incremental value.
When will AI Returns & Refunds Specialist be available?
It is planned for wave W4, after Year 1. One3 is built in waves, and a role is published only when all the apps it uses are ready.
Put the AI Returns & Refunds Specialist on probation
Agree the goal, the budget and the approval rules. The Investment & ROI Ledger shows what it cost and what it returned.