Reverse pickup confirmation calls, booked by an AI agent
When a customer asks for a return or exchange, an AI agent calls to set up the pickup. It agrees a slot, records the reason for the return and checks the item is packed and ready, so the rider does not make a wasted trip.
Hello Priya, this is a call about the return for your order 5512 - the running shoes. I can arrange a pickup for you. May I take a minute to set that up?
CUSTOMERHaan. Size chhota tha. Kal subah 10 se 12 ke beech aa jaao.
Why reverse pickups go wrong
A return pickup fails for the same reasons a delivery does: nobody is home, the item is not packed, or the customer has changed their mind. Each failed pickup delays the refund or exchange and costs another trip.
A short reverse pickup confirmation call before the rider sets out fixes most of this. It also captures the reason for the return, which your team needs anyway.
An AI agent can make that call for every return request and write the answers down in the same format every time.
How the AI agent confirms a reverse pickup
Start from the ready-made agent template, then change any step in the visual flow builder. Test it by typing, by talking in your browser, or with a real call to your own phone before you publish.
The return request reaches OyeHello
Send it with the REST API or a webhook data stream when a return is raised, or upload a list as a campaign.
The agent checks it has the right customer
It confirms who it is speaking to before discussing the return.
It agrees a pickup slot
It asks when someone will be home and writes down the slot.
It records the reason
Damaged, wrong item, wrong size, changed mind or something else - the reason is saved as a field. The agent never challenges it.
It checks the item is ready
It reminds the customer to have the item packed and ready for the rider.
The pickup goes to your system
The slot and reason can be sent to your warehouse or courier system by webhook, or pushed from a board column.
Pickup details on WhatsApp
The agent can send an approved WhatsApp template with the pickup slot while the customer is on the line, so they have it in writing.
WhatsApp on OyeHello →- Send the pickup slot on WhatsApp mid-call
- Timed WhatsApp reminder from your board before the slot, cancelled if they reply
- Customer questions on WhatsApp go to a WhatsApp AI agent or your team inbox
What you connect
REST API and webhooks
Trigger a call for each return request and get the slot and reason back on a signed webhook.
Custom webhook tool
Let the agent book the pickup in your own system during the call.
Shopify
Look up the order's status during the call and note the outcome on the customer's profile.
Zendesk
Open a ticket from the call when a return needs a person to look at it.
Data streams and CSV
Feed return requests from a webhook, Zapier, Make or a Google Sheet, or upload a CSV.
Google Sheets and Slack
Keep a sheet of booked pickups, or post them to your warehouse channel.
Calling rules are checked before every dial
Your calling rules are checked before every number is dialled, not after. Consent and opt-outs are kept in a tamper-evident record you can export.
Security and compliance →- The agent never pressures a customer to keep the item
- It never asks for card, OTP or payment details on the call
- Numbers on India's DND register, your do-not-call list or opted out are never dialled
- Calls only go out within the pack’s calling hours: 10am to 9pm IST on the India pack, TRAI’s default for promotional calls
- Frequency caps limit how often one person is called and the gap between calls
- Block calling on holidays and festival dates you choose
- "Don't call me" is recorded and blocks that number across your workspace
- Optional opening line that says it is an AI assistant, in the caller's language
- Every skipped call shows which rule stopped it
Book pickups in the customer's language
The agent speaks English, Hindi, Hinglish and nine more Indian languages. It stays in the language you set and switches only when the customer asks.
What a reverse pickup call costs
One price for every call: ₹6/min, paid from a prepaid wallet. No plans, no minimums. Every new workspace gets ₹1,000 of free credit.
See full pricing →Calls are billed per minute, rounded up, so a 40-second call counts as one minute. Calls blocked by your calling rules cost nothing. These amounts come out of your wallet with no GST; GST (18%) is added only when you top up. These figures are arithmetic on call length only; your real call lengths show in your call logs.
Reverse pickup calls: common questions
It is a short call to a customer who asked for a return or exchange. The AI agent agrees a pickup slot, records why the item is coming back and checks it is packed and ready.
Yes, if your system has an API. The agent can call it during the call with the custom webhook tool. Results also go out on a signed webhook after every call.
The ready-made agent records damage, wrong item, changed mind or other. You can change the list of reasons in the flow builder.
Calls are billed per minute at ₹6/min, rounded up. There are no plans or minimums, and new workspaces get ₹1,000 of free credit.
Confirm every return pickup before the rider leaves
Start from the ready-made reverse pickup agent and test it on your own phone before going live.