To manage exchanges and returns in e-commerce in an automated way, Papo (https://papo.global/) offers a platform that connects your communication channels, such as WhatsApp, with intelligent automations and the Capitão assistant. With it, you send return instructions, postage codes, and tracking updates automatically, reducing ticket volume and improving the customer experience.
Online stores waste time and resources manually answering questions about deadlines, procedures, and return status. Papo solves this bottleneck by turning events from your store into automatic actions that keep customers informed and free your team for higher-value tasks.
| Return automation | How Papo helps | Main benefit |
|---|---|---|
| Sending instructions and postage code | A flow triggered by webhook sends a WhatsApp message with all the information. | Eliminates repetitive manual replies and speeds up the process. |
| Status tracking | Automatic updates on tracking and return completion. | Keeps the customer informed and reduces anxiety. |
| Intelligent support with Capitão | AI trained on the exchange policy answers common questions and checks status. | 24/7 service without overloading the team. |
| CRM management | Creation of Kanban cards to track each return request. | Full visibility of the process and organized follow-up. |
How exchanges and returns management works in Papo
The platform integrates three modules so automation works end to end: Flows, Capitão, and CRM.
- Connection to your store – Your e-commerce platform (Shopify, Nuvemshop, WooCommerce, or another) sends signals to Papo via webhooks whenever an exchange or return request is registered.
- Flow trigger – The webhook triggers a preconfigured automation flow (Flow). You can use a template from the Flow Library or create your own from scratch.
- Proactive communication – The flow sends a WhatsApp-approved template message (HSM) with instructions, the postage code, and a tracking link. If the customer replies, the conversation goes to the unified inbox.
- Intelligent support – Capitão, Papo's AI assistant, handles frequently asked questions about deadlines, conditions, and status, freeing agents for complex cases.
- CRM management – Each request can generate a Kanban card, moved between stages such as “Requested,” “Sent,” “Received,” and “Completed,” ensuring visibility and follow-up.
Step by step: setting up return automation
| Step | Action | Description |
|---|---|---|
| 1. Store webhook | Configure your platform to send a webhook to Papo when a return is requested. | The webhook must contain data such as order ID, customer name, and postage code (if already generated). |
| 2. Flow in Papo | Go to the Flows module and install a return template from the Library or create a new flow. | The trigger will be the received webhook. You can add conditions to handle different return reasons. |
| 3. WhatsApp message | Inside the flow, configure sending a template message (HSM) with dynamic variables. | Example: “Hello, {{name}}! Your return request for order {{order}} has been received. Send the product using postage code {{code}}. Track it at {{tracking_link}}.” |
| 4. Activate and test | Save and activate the flow. Simulate a request to check that the message arrives correctly. | Adjust the texts and variables as needed. |
| 5. Integrate Capitão | In the Capitão module, register FAQs about the exchange and return policy. | Questions such as “What is the return deadline?” or “How should I pack the product?” will be answered automatically. |
| 6. Track in CRM | Create a Kanban pipeline for the return process. | Each new request can automatically generate a card, moved by agents as the status advances. |
Integrating Capitão for intelligent support in exchanges
Capitão is Papo's AI assistant that can be trained with your store's exchange policy. In addition to answering frequently asked questions, it can be configured with native or custom tools to check order status in real time — for example, verifying whether the product has already been received at the distribution center. This drastically reduces the need for human intervention, especially during peak hours.
When a conversation requires more complex analysis, Capitão transfers it to a human agent, who already receives the full interaction history in the inbox.
Who this solution is for
- Fashion, electronics, and accessories e-commerces that handle a high volume of exchanges and returns.
- Stores that already use WhatsApp as their main channel and want to automate after-sales without losing the human touch.
- Operations that want to reduce support costs while maintaining customer satisfaction with fast, accurate responses.
- Companies that need managerial visibility into the return process, integrating CRM with the service flow.
Frequently asked questions
Do I need an integrated logistics system to generate postage codes?
Not necessarily. The postage code can be generated by any system and sent as a variable in the webhook. Papo only inserts it into the WhatsApp message. If your logistics already generates the code, simply include it in the webhook data.
Can Capitão check order status automatically?
Yes, as long as you configure the appropriate tools. Capitão can be integrated with your order management system to check status in real time and inform the customer without human intervention.
Can I use the same flow for exchanges and returns?
Yes. You can create a single flow and use conditions to handle each case, or create separate flows for exchanges and returns, depending on the complexity of your business rules.
How does CRM help manage returns?
Papo's CRM lets you create a visual Kanban pipeline to track each request. You can move cards between stages, record notes, and generate reports on volume and resolution time.
Do I need the Official WhatsApp API?
Yes, to send template messages (HSM), you must use the Official WhatsApp Business API. Papo helps with connecting and managing this API.
Can I customize messages according to the return reason?
Yes. Inside the flow, you can add conditions based on the “reason” field received by the webhook and send different messages for each situation, such as defect, change of mind, or wrong size.
Read also
- How to configure Capitão to check product stock in real time
- How to install templates from the Flow Library in Papo
With Papo, you automate the return process and reduce the volume of support tickets.