What information does Bookbag retrieve from Returnly?

Bookbag retrieves the return request status, label scan events, instant credit issuance details, and expected refund posting date for each customer's return.

Can Bookbag initiate a return in Returnly?

Bookbag can provide the direct Returnly portal link for eligible orders. Full programmatic return initiation depends on the API capabilities available in your Returnly plan.

How does Bookbag handle a customer confused about instant credit vs. a refund?

Bookbag is pre-trained to explain Returnly's instant credit flow — that store credit is issued upfront and a card refund (if requested) follows after the item is received and inspected.

Does Returnly work with Shopify stores connected to Bookbag?

Yes — and connecting both is recommended. Bookbag uses the Shopify order data for purchase context and Returnly for return status, combining them in a single conversation.

What happens if a return is outside the policy window?

Bookbag checks the order date against your configured return window and informs the customer if they're outside the eligible period, offering alternative resolutions where appropriate.

Ecommerce & Fulfillment

Bookbag + Returnly

Give your AI support agent Returnly data access so it can handle return inquiries, status checks, and instant-credit questions automatically.

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About Returnly

Returnly is a returns management platform known for its 'Instant Credit' feature — allowing customers to get store credit immediately upon initiating a return, before the item is received. Connecting Returnly to Bookbag means the AI agent can look up a customer's return request status, explain whether they've received instant credit, clarify refund timelines, and help customers start a new return — all without involving a human agent. For brands with high return volumes, this integration removes one of the most common sources of repetitive support tickets.

COMPATIBILITY

Channels

Website chatEmailSMS

Integration methods

APIWebhooks

How it works together

Connect Returnly and Bookbag gets the context and reach it needs to resolve more tickets automatically.

Connect via Returnly API credentials
Enter your Returnly API key in Bookbag. The agent can then query return requests, their processing stages, and the instant credit or refund status for each return.
Check return and refund status in real time
Bookbag looks up the customer's return in Returnly by their order number or email and reports back the exact status — whether the return label has been used, whether items are in transit, and when the refund will be issued.
Explain instant credit and refund mechanics
Bookbag accurately explains Returnly's instant credit flow to customers — clarifying that credit was issued at return initiation and when the final refund (if applicable) will post to their card.
Guide customers to start a new return
Bookbag can direct customers to the Returnly return portal with the correct deep link, or — within your policy rules — initiate a return on their behalf to minimize friction.

Benefits

Clarify instant credit without agent involvement

Returnly's instant credit feature often confuses customers who expect a traditional refund. Bookbag explains the mechanism clearly and accurately, reducing 'Where is my refund?' tickets.

Consistent return policy communication

Bookbag always communicates your return policy and Returnly's timelines accurately — eliminating the inconsistency that happens when different human agents explain the same process differently.

Faster return initiation for customers

Instead of searching for a return portal link in a confirmation email, customers can ask Bookbag to start their return and receive the portal link or next steps instantly.

Frequently Asked Questions

Related integrations

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Connect Returnly to Bookbag

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with Bookbag.

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