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Automate Returns for Your Webshop: Fewer Questions, More Trust [2026]
![Automate Returns for Your Webshop: Fewer Questions, More Trust [2026]](/_next/image?url=%2Fautomate-returns-webshop.png&w=3840&q=75&dpl=dpl_BYYygpNgwkCnPf4DGZ815Hg98aLY)
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Everything you need for great customer service — in one platform
Every webshop deals with it: customers who submit a return and then ask questions like "Did you receive my return?", "When will I get my money back?" or "How does your return process work?".
These are repetitive questions that cost your customer service team a lot of time — time better spent on complex issues and real customer relationships.
In this article, you'll learn how to automate your return process so customers are automatically kept informed and your team receives fewer questions.
Returns are unavoidable in e-commerce. On average, 20 to 40% of online purchases are returned — for clothing and shoes, this number is even higher. And with every return come questions:
All these questions land in your inbox and cost your team an average of 3 to 5 minutes per ticket. With 50 returns per week, that's already 4 hours per week just on return questions.
Just like with WooCommerce order notifications, proactive communication prevents reactive questions.
Research shows that customers during a return want one thing above all: certainty. They want to know their return has arrived, that the money is coming back, and when. If you communicate this proactively — without the customer having to ask — customer satisfaction increases significantly.
The three moments when customers want information:
Customers who automatically receive a message at each of these moments ask fewer questions, leave better reviews, and return sooner for a new purchase.
With the Returnless integration in Bugalou, you automatically send messages at each of these three moments — via WhatsApp, email or chatbot.
In your Bugalou dashboard, go to Settings → Integrations → Returnless and enter your Returnless API key. Once connected, Bugalou automatically receives events whenever the status of a return changes.
Set up an automatic message for each return moment via Bugalou automations:
Return request received:
"Hi [Name], we've received your return request for [Product]! You'll receive a return label by email shortly. Any questions? Feel free to message us."
Package received at warehouse:
"Good news [Name]! We've received your return of [Product] and are processing it as quickly as possible. You'll get a confirmation once the refund is arranged."
Refund processed:
"Your refund of €[Amount] for [Product] has been processed. This will appear in your account within 3–5 business days. Thanks for your patience, [Name]!"
Via Bugalou, you choose which channel to use for each automatic message:
Webshops that automate return communication see on average:
Want to automate other customer touchpoints too? See how Shopify customer service automation with WhatsApp works, or read how AI chatbots transform your customer service.
Does this work with my own return portal? Yes, via the Returnless integration or via webhooks you can connect Bugalou to virtually any return solution.
Can I also automatically send a return label? That's done through Returnless itself. Bugalou sends the accompanying message and refers the customer to the label in their email.
What if a customer replies to the automatic message? The reply comes straight into your Bugalou inbox, where a team member can personally pick up the conversation. This way you combine automation with personal service — exactly as described in outsource customer service or DIY.
Returns are part of e-commerce, but return questions don't have to be. By automatically communicating at the right moments, you keep customers satisfied and your inbox clean. With the Returnless integration in Bugalou, this is set up within an hour.
Ready to automate your return process? Start your free trial and connect Returnless to Bugalou today.
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Founder of Bugalou and e-commerce entrepreneur. As a business owner, I noticed that customer service tools were either unaffordable or so complex you needed an IT department. That frustration led to Bugalou.