Answer overnight order questions before the return clock runs out

Directive 2023/2673 took effect on 19 June 2026. If you sell to consumers in the EU, you have to offer a clearly labelled, always-reachable way to withdraw from an order in two clicks, from the same interface where they bought. It applies whether or not you are based in the EU — the test is who you sell to, not where you are. The practical change is not the button itself, it is that withdrawals now arrive as a structured event at any hour rather than as an email someone reads on Monday.

Fourteen days from receiving the goods back, or from proof the customer sent them. The customer's own window is fourteen days from delivery, no reason required. If you never properly informed them of the right, that window extends dramatically — to twelve months and fourteen days in the EU. This is worth checking against your own legal advice rather than a marketing page, ours included.

WISMO is between a fifth and a half of ecommerce support volume, and almost all of it is answerable from data you already hold. The reason canned-answer bots fail at it is that they pattern-match the question instead of looking up the order. An agent with read access to the store and the carrier answers with the actual parcel and the actual date, and hands over anything it cannot evidence.

Around a fifth of online orders, against roughly nine percent in store. Category matters more than the average: apparel runs twenty to forty percent, footwear a little below that, electronics eight to fifteen, beauty lower still. Processing one costs somewhere between ten and sixty-five dollars once shipping, labour, inspection and restocking are counted, which is why the interesting number is not the rate but what each one costs you to handle.

It can, and for most stores it should not — not without a ceiling. Set a threshold and anything above it is held for a person, with the case, the order and the policy line it was reading attached. The agent's job is to make the decision cheap to make, not to make it for you. Anything contested or unusual routes to a human by default.

No. It connects to what you already sell and support on rather than replacing it. The store stays the system of record, the helpdesk stays where your team works, and the agent reads both — which is the only way it can answer about a real order rather than about orders in general.