Returns have always been one of the most challenging parts of ecommerce operations, especially for Shopify merchants. Managing exchanges, refund requests, and customer communication across multiple systems wastes time, reduces margins, and weakens the customer experience.

In 2025, that is beginning to change. With AI in ecommerce improving every stage of the customer journey, brands are transforming returns from a cost center into a driver of profit and retention. At the center of this shift is Redo, the leading Shopify app for returns, exchanges, and AI-powered post-purchase experiences.

In a recent conversation, Aaron Evett, Head of Revenue at Redo, shared how the company evolved from a simple returns tool into a complete post-purchase infrastructure for modern DTC brands. His insights show where ecommerce is heading and why Shopify merchants are turning to AI to scale more efficiently.

From Return Tool to Unified Post-Purchase Platform

When Redo launched, the company focused on making returns and exchanges easier for Shopify stores. As the team worked with hundreds of DTC brands, it became clear that merchants faced a much bigger challenge. Brands were juggling several different post-purchase apps for returns, order tracking, warranties, and support. The result was fragmented data and a disjointed customer experience.

Aaron explained how the vision for Redo evolved:

“We always knew there was this opportunity for consolidation. When we started evaluating Redo, there were lots of apps to control it. It was a big, painful thing to manage all the apps.”

By unifying post-purchase systems, Redo allows brands to manage the entire customer journey in one place. This creates operational efficiency and unlocks valuable insights across touchpoints.

According to Aaron, “As AI starts to get bigger, you can use AI to do a lot of the things that were in our vision.” The mission stayed the same, but AI gave Redo the ability to execute that mission faster and at greater scale.

Redo: The Leading AI-Powered Shopify App for Returns and Post-Purchase Experience

Redo has become one of the top Shopify apps helping ecommerce brands transform how they handle returns and customer experience after checkout.

Built specifically for Shopify, Redo brings together everything that happens after a customer makes a purchase. This includes returns, exchanges, warranties, order tracking, customer support, and post-purchase marketing.

Aaron summed up the impact of this approach:

“If you can bring these tools together, you can create a customer journey that is different and more seamless.”

Redo’s AI learns from every customer interaction to improve personalization and automation. Whether it is optimizing return recommendations, automating support tickets, or driving smarter product suggestions, Redo enables what Aaron calls “a personalized experience at scale.”

Proven Results from Shopify Merchants

Brands using Redo are already seeing measurable results:

• 17% average increase in exchanges after moving from legacy return platforms
  
  
• 80% higher cart abandonment recovery using AI-powered SMS flows
  
  
• Up to 60% of customer tickets resolved automatically by AI agents
  
  

Aaron explained, “You just can’t hire enough people or have enough hours in the day to do all this manually. With AI, technology can deliver the personalized experience every brand wants to provide.”

For Shopify merchants, Redo is not just a return solution. It is an intelligent post-purchase infrastructure that connects every part of the customer experience. Explore more at getredo.com.

Why Shopify Returns Need AI

Returns data holds valuable insights about customers, products, and operations. Traditionally, this data stayed trapped inside separate tools. AI changes that by turning returns into opportunities for retention and better decision-making.

Here are some of the biggest ways AI is improving Shopify returns:

1. Instant Decisioning
   AI can instantly approve low-risk returns, flag exceptions for review, and suggest exchanges. This reduces manual workload and speeds up processing for customers.
   
   
2. Personalized Recommendations
   Redo connects order, product, and customer data so brands can recommend better alternatives when a return occurs. Aaron explained, “When a shopper makes a return, maybe I can recommend that product instead. That kind of personalization keeps the sale.”
   
   
3. Higher Exchange Rates
   Redo merchants report double-digit increases in exchange rates because of AI-powered product recommendations. “We’ve seen exchange rates increase by an average of 17 percent,” Aaron shared.
   
   
4. Smarter Support Automation
   AI agents can now resolve the majority of support tickets automatically. Many Shopify merchants using Redo report that up to 60 percent of customer questions are handled instantly.
   
   
5. Return Prevention Insights
   AI reviews return reasons across all orders and identifies trends such as sizing issues or product quality concerns. Merchants can use those insights to prevent future returns and improve merchandising.
   
   

Shopify itself is betting heavily on AI, recently acquiring Vantage Discovery, an AI search and personalization company, to improve the platform’s native capabilities. The future of ecommerce is clearly built on intelligent automation and connected data.

Best Practices for AI-Powered Returns on Shopify

To make the most of AI in post-purchase operations, Shopify merchants should focus on these best practices:

1. Unify data before adding automation
   Connect your returns, order tracking, and support systems first. As Aaron noted, “You can’t personalize intelligently if your data is spread across silos.”
   
   
2. Start with one or two high-impact automations
   Begin with the areas that will deliver the fastest return on effort, such as automated return approvals or exchange recommendations.
   
   
3. Measure and improve continuously
   Track metrics such as exchange rate, refund rate, and resolution time. AI becomes more effective when trained and refined over time.
   
   
4. Keep humans in the loop
   “You have to make sure it has the right amount of power to influence what’s happening, and not go crazy,” Aaron said. Maintain a balance between automation and oversight.
   
   
5. Choose tools that align with Shopify’s roadmap
   Shopify is integrating AI into more of its features, from content creation to personalization. Select tools that are built to evolve with those updates.
   
   

The Future of AI in Ecommerce

Looking ahead, Aaron predicts that personalization and automation will merge even more deeply into brand strategy.

“What I’m most excited for is helping brands have full autonomy and control. They can train it up so it’s like an extension of that founder.”

That future will rely on AI that adapts to each brand’s tone, preferences, and customer behavior. As customer acquisition costs rise, brands that build smarter post-purchase systems will have a significant advantage.

Final Thoughts

Managing returns with multiple disconnected apps is quickly becoming outdated. Redo offers Shopify merchants a unified, AI-powered solution that transforms returns into opportunities for profit and customer loyalty.

From faster resolutions to personalized exchanges, Redo helps ecommerce brands build stronger relationships with their customers while running more efficient operations.

If you are a Shopify merchant looking to modernize your post-purchase experience, start by consolidating with Redo. It is not just a returns app. It is the foundation for the next generation of AI in ecommerce.

Check out the full Interview here.