Salla · Returns & refunds

What it does

With Salla · Returns & refunds, your assistant handles the first part of a return: it finds the order, checks your return policy, collects the reason and the items, and records the request for your team to review. Your team gets a complete request instead of a long back-and-forth, and the decision stays with you.

Good for

Any Salla store that accepts returns or exchanges.

Works automatically

There is nothing to install or turn on. This skill is set up for your store automatically when you install tkana from the Salla app store, and it does not appear on the Skills tab, which only lists optional skills.

It does need one thing from you: your return policy written in the knowledge base, meaning the return window, what can be returned, and the condition items must be in. Add it on the Knowledge tab, under Content or FAQs. See What your assistant knows: Content and Add FAQs.

What your customers experience

Customer: I want to return the shoes I bought, they’re too small.

Assistant: Sorry about that. I found order #219004 with the Runner sneakers, size 42. Is that the item you’d like to return?

Customer: Yes.

Assistant: Thank you. Our policy allows returns within 7 days of delivery for unworn items. I’ve logged your request with the reason “too small”, and our team will review it and get back to you.

What happens behind the scenes

• Finds the order from the customer’s phone number or the order number they give.
• Checks your return policy in your knowledge base. If the request is outside a written rule, it explains the rule politely and still logs the request.
• Collects the reason and the items, and offers to take photos if the item arrived damaged.
• Records the request for your team with the order reference, items, and reason, then tells the customer your team will follow up.

Your assistant never approves a return, promises a refund amount, or gives a refund date. If your policy isn’t written down, it doesn’t make one up.

Follow up on returns

You’ll find the full return request in the conversation itself in the Inbox: the item, the reason, and any photos the customer sent. The Salla store panel beside the conversation shows the customer’s Recent orders, so you can open the order in Salla directly. See Open a conversation and see the customer’s orders.

To talk to the customer yourself, take the conversation over from the assistant. See Reply and take over from the assistant.

Tip

Use labels to group return conversations, for example a “Return” label, so you can find them quickly with the Labels filter. See Change a conversation’s status and organize with labels.

Settings

This skill has no settings.

Tips and limits

• The refund itself happens in Salla. With Salla notifications, the customer can get a WhatsApp message when the refund is processed.
• The clearer your return policy is in the knowledge base, the more accurate your assistant’s answers.