Retail and e-commerce
The reason is somewhere in the system.
Return, service request, supplier spreadsheet or store report: the agents read merchandise management, ticketing system, product information management (PIM), POS and other systems together and submit a draft, correction or report for approval.
neuland.ai HUB · Returns
- and more systems
The Lina down jacket, item 51-88230, has had a 38% return rate since the start of the season. Why?
Tools chosen automatically
- Merchandise management · Returns item 51-88230read
- Ticketing system · Keyword fit since Sep 1read
- PIM · Size chart item 51-88230read
- SharePoint · Supplier specification FW26read
- PIM · Change proposalDraft
The jacket mostly comes back because of size: 1,140 returns, mainly with return code 03 “too small” [1]. Since September 1, 212 tickets say the same thing: it runs small [2]. The PIM still holds the size chart from the previous season, FW25 [3]. The FW26 specification lists 2 cm less chest width per size [4]. The change proposal is in the PIM as a draft.
- [1]Returns item 51-88230 · 1,140 returns
- [2]Keyword fit · 212 tickets since Sep 1
- [3]Size chart · Version FW25
- [4]Supplier specification FW26 · Chest width
Please prepare the feedback to the supplier as well.
- Outlook · Feedback to supplier 30882Draft
The draft to supplier 30882 is in Outlook: FW26 measurement chart against FW25, with the 212 tickets as evidence [1]. Whether this leads to rework or a credit note is for your purchasing team to settle with the supplier.
- [1]Draft to supplier 30882 · Measurement chart and tickets
- done: Return rate 38%, return code 03
- done: 212 tickets: runs small
- done: Measurement chart FW26 compared with FW25
- open: Size note for shop, marketplaces and store app
- question: Approval by product data management
A customer is writing for the second time: order 5109-77340, the return went out ten days ago, the refund hasn't arrived. Where is the parcel?
- Ticketing system · Ticket and history
- Shop system · Order 5109-77340
- Returns portal · Return for the order
- Shipping carrier · Shipment status
- CRM · The customer's previous contacts
- Ticketing system · Draft reply
The return was shipped on Sep 18, within the return period [1] [2]. The last scan is from Sep 20 at the distribution center; no goods receipt has been booked at the warehouse yet [3]. The refund only follows the goods receipt. The customer has written twice [4]. The draft reply states the status and the next step.
- Shop system · Order 5109-77340 · Return period
- Returns portal · Return · Shipped Sep 18
- Shipping carrier · Shipment status · Last scan Sep 20
- CRM · Contact history · 2 messages
She wants the refund in advance. Is that possible?
- CRM · Returns in the last 12 months
I don't decide that; an advance refund is a goodwill gesture. The draft states the deadline, the scan and the customer's two returns in the last 12 months [1]. The service agent decides according to company rules.
- CRM · The customer's returns · 2 in 12 months
- Ticketing system · Draft reply
- To: Customer, order 5109-77340
- Subject: Your return
- Status: last scan Sep 20, distribution center
- Refund: after goods receipt
- Awaiting the service agent
- Approve
Supplier 30882 sent 600 items for FW26 as a spreadsheet. What's missing before they can go into the shop?
- SharePoint · Supplier spreadsheet FW26
- PIM · Schema with 28 mandatory attributes
- Merchandise management · Weight, dimensions, customs tariff number
- PIM · Categories and value lists
- PIM · Item drafts with description
Of 600 items, 558 are complete as drafts [1] [2]. I filled the 1,142 missing fields from merchandise management; every value carries its source [3]. For 42 items, one value is uncertain and flagged. No record leaves draft status without approval.
- SharePoint · Supplier spreadsheet FW26 · 600 rows
- PIM · Schema · 28 mandatory attributes
- Merchandise management · Item master · Weight, dimensions, customs tariff
What's uncertain about the 42?
- PIM · Flagged drafts
For 31 items, the material is free text in the spreadsheet; for 11, the dimensions differ from the data sheet [1]. I don't verify the supplier's material information. Your PIM specialist reviews the 42 items before the run is approved.
- PIM · Flagged drafts · 42 items
- Delivery run FW26 · Supplier 30882 · Excel
- Finding · Items
- Complete as draft · 558
- Material as free text · 31
- Dimensions differ from data sheet · 11
- Awaiting approval by the PIM specialist
Where is the deviation in September across our six stores in Region West? Please prepare it for the regional meeting on Oct 2.
- POS system · Revenue and transaction count 09/2026
- POS system · Returns and write-offs
- Workforce scheduling · Staff hours 09/2026
- POS system · Same month last year
- SharePoint · Regional meeting report
All six stores are calculated with the same definition, with returns deducted everywhere [1] [2]. Store 112 stands out: revenue per staff hour is 14% below the regional average [3] and 9% below the same month last year [4]. The other five are within the threshold. The report is ready for the regional meeting.
- POS system · Revenue and transaction count · Region West, 6 stores
- POS system · Returns and write-offs · Deducted consistently
- Workforce scheduling · Staff hours · As of Sep 30
- POS system · Same month last year 09/2025
Is it the construction work at the entrance?
- POS system · Transaction count store 112 per week
Store 112's transaction count drops from CW 36 [1]. The timing fits a disruption on site, but doesn't prove it. Whether construction, sick leave or the assortment is behind it is for the store manager to clarify.
- POS system · Transaction count store 112 · CW 32 to 35 vs. CW 36 to 39
- Store_report_Region_West_09-2026.xlsx · Excel · 6 stores, 14 KPIs, 1 deviation flagged
Example · A change proposal with sources
The case from the chat above, as a document: customer service, the returns warehouse, product data and purchasing each have a clue about the Lina down jacket. The Returns Management Agent puts all four into one change proposal, every statement with its source.
PIM change proposal · Item 51‑88230 · Lina down jacket · FW26
Finding: return rate 38% since the start of the season, return code 03 “too small” [1]. 212 tickets since September 1 with the same statement: runs small [2].
Cause: the size chart in the PIM dates from FW25 [3]. The FW26 supplier specification lists 2 cm less chest width per size [4].
New size note: runs one size small.
Proposal: adopt the FW26 measurement chart, add the note in shop, marketplaces and store app, send feedback to supplier 30882.
Stays a draft until product data management gives its OK.
Beyond returns, too
Sell-through, margin, competitor prices and on-time delivery sit ready in systems such as merchandise management, POS or purchasing. Agents bring them together before category management, pricing and store management decide.
Ready in the Agent Library
From service requests to store management: eight of the ready-made retail agents.
Retail Customer Service Agent
60%
faster processing
Automates service requests in e-commerce.
Retail
Service center, e-commerce
Product Data Agent
50%
less maintenance effort
Structures and optimizes product information in the PIM.
Retail
PIM, e-commerce
Branch Management Agent
60%
less reporting effort
Aggregates store data for transparent performance management.
Retail
Store management, management
Returns Management Agent
15%
lower return rate
Analyzes return reasons and optimizes return processes.
Retail
E-commerce, Customer Service
Inventory Optimisation Agent
20%
less overstock
Optimizes inventory levels and reduces tied-up capital.
Retail
Logistics, purchasing
Assortment Analysis Agent
5 to 15%
higher margin
Analyzes sales, margin and inventory data to optimize the assortment.
Retail
Category management, controlling
Campaign Analytics Agent
25%
better campaign performance
Optimizes marketing campaigns based on data.
Retail
Marketing, e-commerce
Executive Commerce Agent
60%
less preparation time
Consolidates sales, store and financial data for strategic decisions.
Retail
Executive board, management
Figures are based on comparable projects and are not a guarantee.
What the agent sees and what it doesn't
The Returns Management Agent reads return reasons, tickets and product data; it has no access to payment data or customer accounts.
Deployment
Tickets, returns data and product data stay in EU data centers or in your own infrastructure, your choice.
Training
Customer data from service and returns, purchasing terms and sales figures are never used to train language models.
Permissions
Tools, data rooms and recipients are defined per agent; every company and every sales channel works in its own tenant.
Log
Every access to tickets and product data is logged traceably, including for your data protection team.
The ISO 27001 certificate, the data processing agreement (DPA) and the technical and organizational measures (TOMs) are in the Trust Center.
Shop, PIM and merchandise management stay
Reading happens from merchandise management, ticket system and SharePoint, for example; writing to the PIM only happens after product data management gives its OK. There are ready-made connectors for Outlook, Teams, SharePoint, SQL databases and more; we connect PIM, ticket system, shop and your own systems via API and MCP as an additional service.
Data from Merchandise management, PIM, Ticketing system, SharePoint, Outlook etc. flows through neuland.ai HUB to PIM, Outlook, Microsoft Teams etc.
What IT and compliance ask first
Name the item with the most returns.
We'll show you where the reason is.
Ideally with your own returns data: tickets, return codes and product data for one item then come together in one picture.
Talk to us
After your request
01
You name an item and the systems that hold its returns
02
We show the Returns Management Agent on an item like yours
03
We clarify which interface connects PIM and ticketing system