Refunds & returns for WooCommerce
Handle WooCommerce refund and return requests automatically
Refund and return questions are stressful for customers and repetitive for you. CognitCXT explains your actual return policy, checks whether an order is eligible, and handles the refund or cancellation in WooCommerce — in one conversation.
Example conversation
The jacket from order 3310 doesn't fit. Can I send it back?
Sorry about that! Our policy: unworn items can be returned within 30 days for a full refund. Order #3310 was placed 9 days ago, so it's eligible. Would you like me to start the refund?
Yes please, it's too small.
Done — a refund for order #3310 has been created with the reason “too small”. Is there anything else I can help with?
Returns are where customers decide whether to buy again
A customer asking about a return is already unhappy. Making them wait a day for a reply — or dig through a policy page — makes it worse.
At the same time, every refund request means checking the order date, the status and your policy before doing anything. The assistant does those checks for you, consistently, every time.
How it works
- 01
Explains your policy
The assistant reads the return policy page you choose in the plugin settings (or your standard returns page) and answers from it.
- 02
Checks eligibility
For a logged-in customer's own order, it checks the order status and that it was placed within the last 30 days.
- 03
Records the refund
If the order is eligible, it creates the refund in WooCommerce with the customer's reason, so it's on the order for your records.
Why store owners use it
Answers from your real policy
No invented rules — the assistant quotes the policy page on your own store.
Consistent eligibility checks
Every request gets the same order-status and 30-day checks before anything happens.
Cancellations before shipping
Customers can cancel orders that are still Pending, Processing or On hold, without emailing you.
Complaints captured
If a customer is unhappy, the assistant can log the complaint against the order for you to review.
Frequently asked questions
Which return policy does the assistant use?
The page you select in the plugin settings. If none is selected, it looks for a standard returns or refund policy page on your site, then your WooCommerce terms page.
Which orders are eligible for a refund?
Orders that belong to the logged-in customer, are Completed, Processing or On hold, and were placed within the last 30 days. Anything else is declined with an explanation.
Does the refund send money back through my payment gateway?
The assistant creates the refund record in WooCommerce. Returning the money to the customer is done through your payment gateway as you normally would.
Can guests request refunds?
No. Refunds and cancellations only work for customers logged in to your store, for their own orders.
Try it on your WooCommerce store
Install the WordPress plugin, paste your license key, and start answering customers in minutes.