SMS CX Shouldn't Be NoReply
E-commerce made returns frictionless by eliminating the moment to help. Proactive SMS gives that moment back, and customers don't experience it as friction. They experience it as care.
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Proactive CX for E-commerce
Text post-delivery to provide support, preempt returns, and improve retention.
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9:41 
251 
Brand 
Hi Emma! Quick check-in—how's the new green wrap dress fitting so far?
Haven't tried it on yet.
All good. I'll follow up in a few days so we can make sure it's perfect before you wear it.
Checking back in—did you get a chance to try it on?
I tried it but I wish it was a little smaller and lighter green.
Can you send a quick photo so I can see what you have?
Got it! I found the same style in a lighter sage, size 6 instead of 8. Would you like to exchange?
Yes!
Delivered
Great! I'm setting up the exchange now. You'll get a return label for the current dress.
Scrollable •
Click to replay Proven results
Real results from our customers.
A proactive text that feels like a real associate.
If they haven't tried it yet, no problem. We'll reach out again later.
Support that saves the sale: fit & styling guidance, plus tailored exchange recommendations.
If a return is needed, use photos to decide: restock, rework, or keep‑it.
60% reply rate
Customers happy with their order still engaged with our check-ins.
78% reply rate
Customers with issues engaged, letting us offer exchanges.
71% exchange rate
Of return requests were converted into exchanges.
A good return experience leads to 3x more repeat purchases.
Calculate your ROIReduce returns by fixing the problem
9:41
251 Brand
Scrollable •
Click to replay 
Jacky buys a wrap dress and gets a friendly fit check-in. She hasn’t tried it yet, so Return Signals schedules a follow-up. When the neckline gaps, we suggest a quick adjustment and a simple fix, avoiding a return.
Not “just checking in”, we diagnose common pre-return moments and convert them into the best outcome (keep, exchange, credit) while protecting margin and CX.
Make the right return decision
9:41
251 Brand
Hey Bob, how’s that gym shirt feeling on workouts and runs?
Just did a 5-mile run and it left a painful mark under my arm.
Ouch—that shouldn’t happen. Can you snap a quick photo of the underarm seam/edge where it rubbed?
Thanks! This looks like a seam defect. Want me to set up a fast exchange so you get a better one?
Yes.
Delivered
Done. You’ll get the exchange confirmation, and you’ll be back on the road without the rub.
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Bob’s gym shirt looks great, until a run leaves a painful rub. Return Signals requests a quick photo, confirms a seam defect, and routes him straight to an exchange.
At-customer visual triage that turns “maybe return” into the right disposition decision in minutes.
Turn 'not quite right' into perfect
9:41
251 Brand
Hi Priya! How are the new leggings fitting?
The fit is perfect but the color is way too dark. Not what I expected.
Can you send a quick photo so I can see the color?
Got it. What kind of shade were you hoping for? I can help find the right match.
Same shape and fit, but a lighter purple. Something softer.
Perfect! How about our lavender option? Sending you a photo:
Yes! That's exactly what I wanted.
Delivered
Great! I'm setting up an exchange now. You'll get the lavender pair with a return label and box for the darker ones.
Scrollable •
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Priya's leggings fit perfectly, but the color is darker than expected. Return Signals helps her articulate what she wants, sends a photo of a lighter option, and sets up an exchange.
Visual product discovery turns vague 'not what I expected' into confident exchanges.
From Our Blog
Learn about proactive customer experience, reducing returns, and building customer loyalty in e-commerce.
The End of Reactive Support
How proactive post-purchase engagement can prevent returns, convert refunds to exchanges, and build customer loyalty in e-commerce.
Turn customer signals into actionable insights
Our analytics dashboard surfaces patterns in returns, complaints, and customer behavior, helping you reduce costs and improve products.
Tap ☰ to explore different sections
Returns Prevented
847
+12% vs last month
Cost Saved
$31.2K
+8% vs last month
Active Check-ins
1,247
Awaiting response
Response Rate
73%
+5% vs last month
Recent Activity
Return prevented • Classic Tee • Fit advice
2 minutes ago
Exchange initiated • Wrap Dress • Photo confirmed
15 minutes ago
At-customer disposal • Leggings • Damaged
1 hour ago
30-Day Impact
Total Savings: $31,247
Program Cost: $7,450
Net Impact: $23,513
ROI: 4.2x
Savings Breakdown
Returns Prevented
847 items @ $27 each
At-Customer Disposal
412 items @ $12 saved
Inspection Avoided
630 items @ $5 each
Prevention Methods
Fit Advice 412
Sizing, styling tips
Saved: $11,124
Usage Guidance 278
Care instructions
Saved: $7,506
Photo Confirmed 157
No defect found
Saved: $4,239
Check-ins Sent
2,847
Last 30 days
Response Rate
73%
+5% vs last month
Avg Resolution Time
2.1 days
-0.4 days improvement
Outcomes (Last 30 Days)
Prevented (Kept) 847 (42%)
Exchanged at Source 523 (26%)
At-Customer Disposal 412 (21%)
Returned 218 (11%)
Recent Check-ins
Jacky R. • Classic Tee
Fit advice provided • Kept item
Resolved 2m ago
Bob M. • Gym Shirt
Photo confirmed defect • Exchange initiated
Exchange 15m ago
Priya K. • Athletic Leggings
Damage confirmed • Disposed at customer
Disposal 1h ago
Sarah L. • Wrap Dress
Usage guidance provided • Kept item
Resolved 2h ago
Mike T. • Running Shorts
Awaiting customer response
Pending 4h ago
Top fit issues customers report:
Neckline gapping — 38% of complaints
Usually fixable with styling tips • Click to see examples
Waist tie too short — 24% of complaints
Size up recommendation • Click to see examples
Hem length concerns — 18% of complaints
Expectation mismatch • Click to see examples
Recent conversations about neckline gapping
Jacky R. • 2 days ago
Resolved "Neckline gaps more than expected" → Provided styling tip with fashion tape
Tap to see full chat log →
Emma S. • 5 days ago
Resolved "Worried about neckline fit" → Demonstrated proper tying technique
Tap to see full chat log →
Lisa M. • 1 week ago
Exchange "Won't stay in place" → Size issue, exchanged for smaller
Tap to see full chat log →
Ana P. • 1 week ago
Resolved "Gaps when I move" → Inner tie adjustment worked
Tap to see full chat log →
Top Problem Products
Wrap Dress
Women's • Apparel
187 complaints • Neckline gapping (38%)
Classic Tee
Men's • Basic
156 complaints • Shrinkage (42%)
Athletic Leggings
Women's • Activewear
143 complaints • Seam quality (29%)
| Product | Complaints | Top Issue | Return Rate |
|---|---|---|---|
| Wrap Dress Women's • Apparel | 187 | Neckline gapping (38%) | 24% |
| Classic Tee Men's • Basic | 156 | Shrinkage (42%) | 31% |
| Athletic Leggings Women's • Activewear | 143 | Seam quality (29%) | 19% |
| Gym Shirt Men's • Activewear | 98 | Fit issues (35%) | 12% |
| Running Shorts Unisex • Activewear | 87 | Length concerns (41%) | 15% |
Issues by Category
Fit & Sizing 342 (38%)
Quality & Defects 287 (32%)
Expectations Mismatch 178 (20%)
Trending This Week
↑
Shrinkage complaints
+23% for Classic Tee
↑
Seam quality issues
+18% for Athletic Leggings
↓
Neckline gapping
-12% for Wrap Dress (guidance working!)
Voice & Tone
⭐ Start hereResponse Procedures
Define how the agent handles common scenarios
Fit & Sizing Issues
- Provide troubleshooting & styling tips
- If unresolved → offer size exchange
- If still unsatisfied → process return
Defect Complaints
- Request photo for verification
- If confirmed → offer exchange or refund
- If not visible → ask for clarification
At-Customer Disposal
Recommend when:
- • Item value < $25 AND severe damage
- • Reverse logistics cost > 40% of value
Escalation to Human
Hand off when:
- • Customer requests human agent
- • 3+ exchanges without resolution
- • Sentiment analysis shows frustration
Response Templates
Initial Check-in
"Hi [Name]! Quick check-in—how's the new [Product] fitting so far?"
Photo Request
"Can you snap a quick photo of [issue area] so I can confirm this?"
Exchange Offer
"Want me to set up a fast exchange so you get a better one?"
Live Preview
See how your settings affect customer interactions
9:41
251 Brand
Scrollable •
Click to replay Tone Impact
Current: Friendly & Helpful — Warm, proactive,
solves problems while building trust
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