Reveni’s value proposition requires a fast, frictionless post-purchase experience with transparent information. However, recurring customer questions—refund status, failed pickups, return instructions, and more—were generating a large volume of repetitive support tickets.

Problem

Support teams were receiving thousands of recurring questions such as “Where is my refund?”, “My label isn’t working”, “The courier didn’t come to pick up my package” or “When will the driver arrive?”.
These tickets consumed valuable operational time and pulled the team away from higher-priority tasks. In addition:

• Instructions varied by store, country, and 3PL, creating inconsistencies.

• Legal education around potential fraud attempts required time and precise wording.

• Communicating timelines based on logistic SLAs and return stages was manual and error-prone.

  Result: team overload, inconsistent customer experience, and high ticket repetition.

Solution with GS

GS deploys specialized post-purchase AI agents, integrated with Reveni’s API and logistics systems, capable of:

• Automating label generation, instructions, failed pickup rescheduling, refund-status communication, and legal education in cases of misuse or suspected fraud.

• Executing real-time actions: validating the order, generating and sending the correct label, rescheduling the pickup, checking logistic milestones, and communicating the estimated refund date according to SLA.

• Maintaining full consistency with the policies and particularities of every brand using Reveni.

• Escalating only cases involving fraud indicators, conflicts with 3PLs, or major discrepancies.