Returns and exchanges
Customer Service Rep · Live Chat Support
“Returns and exchanges” (Customer Service Rep) is being replaced by AI: it entered in 2023 and is projected to be largely replaced by 2028.
What this task is
Processing return and exchange requests: checking the order against the return policy, deciding eligibility, creating return and shipping labels, and arranging a refund or replacement.
How AI replaces it
From 2023, tool-using AI agents could read orders, apply policy rules, create return labels and trigger refunds on their own. As links to warehouse and payment systems mature, most returns are expected to be machine-handled by 2028.
What stays human
People handle disputed items, suspected fraud and requests outside the stated policy, and they set the limits on what AI agents are allowed to approve without human review.