Overview

The Returnless integration brings your returns portal directly into Bugalou. When a customer adds a message to a return request in Returnless, it automatically appears as a conversation in your Bugalou inbox. You can reply from Bugalou, and the reply is posted back into the Returnless portal. Navigate to Channels → Integrations and click "Connect" on the Returnless card.

What You'll Need

• A Returnless account
• A Bugalou Pro plan or higher

Step 1: Connect Returnless

1. In Bugalou, go to Channels → Integrations → Returnless
2. Enter your Returnless API key (find it in Returnless under Settings → API)
3. Click "Connect"

Bugalou will verify the connection and register a webhook with Returnless automatically.

How It Works

Once connected, Bugalou listens for new messages in your Returnless portal:

• When a customer adds a note to their return, it appears as a new inbound message in your inbox (left side, blue)
• When an employee or automated reply posts a note in Returnless, it appears as an outbound message (right side, grey)
• When you reply from Bugalou, the message is posted as a note in the Returnless portal (right side, yellow)

Message Direction Reference

Sender	Direction in Bugalou	Side
Customer	Inbound	Left
Employee (in Returnless)	Outbound	Right
Automated reply (Returnless)	Outbound	Right
Reply from Bugalou	Outbound	Right

Replying to a Customer

Open the Returnless conversation in your Bugalou inbox and type your reply in the message box. Click Send — the message is automatically posted as a note in the customer's return in Returnless.

Note: Returnless does not send an email notification to the customer when a note is added via the API. The customer can read your reply by opening their return in the Returnless portal.

Return Details in the Sidebar

When viewing a Returnless conversation, the contact sidebar shows a Return Details panel with:

• Status — current return status (e.g. Pending, Approved, Completed)
• Customer name
• Track & Trace — link to shipment tracking (if available)
• Carrier — shipping carrier name
• Portal link — direct link to the return in Returnless

AI Agent for Returnless

Your AI agent can automatically reply to return conversations in Returnless — without any manual intervention. The agent reads the customer's message, looks up the return details, and posts a reply directly in the Returnless portal.

Enabling the AI Agent on Returnless

1. Go to AI Agents and open your agent (or create a new one dedicated to returns).
2. Click Channels in the agent sidebar.
3. Toggle Returnless on.

The agent will now automatically reply to every new inbound Returnless message, as long as no team member has taken over the conversation.

Tips for a Return-Specific Agent

• Add your return policy to the agent's Knowledge feed so it can answer policy questions accurately.
• Use Instructions to define the agent's tone — e.g. "Always be concise and empathetic. Do not make promises about refund timelines."
• If a customer's question is outside the agent's scope, the handoff trigger will forward the conversation to your team.

Notification Settings

Inbound Returnless messages trigger the same desktop notifications and toast popups as other channels. You can configure Returnless notification preferences under Account → Notifications → Toast notifications → Channels.

Frequently Asked Questions

Can I use automations with Returnless?
Yes. You can create automations that trigger on inbound Returnless messages — for example, to auto-assign conversations or send an acknowledgement.

Will old return conversations appear in Bugalou?
No. Only new messages added after the integration is connected will appear in Bugalou.

Does the customer get an email when I reply?
No. Returnless does not send a notification email when a note is added via the API. The customer can see the reply in their Returnless portal.