ecommerce-d2c
DTC e-commerce: AI support, refund-save, and lifecycle retention
AI customer support, refund-save recovery, returns intelligence, and lifecycle retention built for a direct-to-consumer brand's post-purchase operations.
A direct-to-consumer brand's support queue was growing faster than the team could hire for it - and most of the volume was the same handful of questions on repeat: where's my order, I want a refund, I want to exchange this.
The fix wasn't one system, it was four working together: an AI agent resolving tickets in the brand's own voice across every channel; a refund-save sequence that offers an exchange or store credit before defaulting to a full refund; a returns reason-loop that turns "why customers send things back" into signal for merchandising instead of a support-ticket dead end; and lifecycle messaging triggered by what a customer actually does, not a fixed calendar.