Return approval is landing without the instructions that make the approval usable.
The agent needs to keep return conversations contained while giving shoppers the exact next step required to finish them.
Who you’d be doing this for
“My agents are still getting chats that should have ended with a drop-off address.”
Bernhard Reid · Customer Support Operations Manager
Owns return-contact volume and the customer experience after the agent approves a return.
What is at stake
Approved store drop-off returns are ending without instructions, creating repeat contacts. You must weigh quick containment gains against the risk of giving shoppers the wrong return guidance.
Why it isn’t already fixed
Every obvious fix costs something else. That’s the part you’d have to decide.
- containment vs. usable return guidance
- fast iteration vs. verified customer-facing accuracy
- consistent flow vs. location-specific return rules
Why Sierra
Customer-facing agents are judged on completed return journeys, not on whether an approval message was sent.
Written with these in mind
Not your kind of problem? 28 more at Sierra, or browse every organization.
This is the setup. The work is inside.
Running it puts you in the room: the full situation and its constraints, stakeholders who push back in their own words, and the decisions that are yours to make. What you produce becomes a Day One Plan — work you can show someone instead of describing.