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The PostCo integration lets your AI Agents answer “where is my return, and has my refund gone through?” without handing the ticket to your team. The agent looks up the return in PostCo and replies with its status, how the customer is sending the items back, where the return parcel is, the returned items, and the refund status.

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When to use it

Use PostCo to automate return questions such as:
  • “Did you receive my return?”
  • “Where is my return parcel?”
  • “Has my refund been issued?”
  • “Who pays for the return shipping?”
  • “Did I already start a return for this order?”
The integration is read-only. It does not create, approve, receive, or change returns in PostCo.

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Set up PostCo

You need a PostCo API key from your PostCo retailer account.
1

Create an API key in PostCo

Log in to PostCo. In the bottom left of the sidebar, click the Account Settings icon and choose Manage API Keys. Click Create API Key, give it a name such as “Chatarmin CX”, and copy the key.PostCo shows the key only once. Each key belongs to one shop and can only read that shop’s returns.
2

Open integrations

Open integrations in your workspace settings and choose PostCo.If PostCo is not listed, contact your Chatarmin CX account team to check availability for your workspace.
3

Connect the account

Click Connect, paste the API Key, and click Connect to save. cx checks the key against PostCo before saving it. A successful connection shows Connected.cx stores the key encrypted.
4

Enable the actions on an agent

Open AI Agents, choose your agent, and enable the PostCo actions you want in its actions. Select the connected PostCo account the agent may use.

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AI Agent actions

All four actions are read-only. None of them need human approval. Customers write order numbers with or without the #, for example 1001 or #1001. The actions try both.

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Get PostCo return and Find PostCo returns by email

The agent gets back:
  • the return status, such as pending, reviewed, received, completed, rejected, or archived
  • the return method, including the courier
  • the returned items with the customer’s return reasons
  • a refund status and the refund gateways
Results are newest first, up to 25 returns. If PostCo has more, the agent is told the list is partial and should not claim it has seen every return.

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Get PostCo return shipment

This action finds a return by order number or PostCo return ID. The agent gets back:
  • the shipment status, such as label created, in transit, delivered, or delivery failed
  • the courier and the tracking number
  • the shipping fee
  • who pays for the return shipping
Some returns have no parcel, for example returns handed in at a store. The agent is told that there is no parcel instead of getting an error.

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Check PostCo return eligibility

This action finds out whether a return already exists for an order number and which items are in it. Use it to avoid starting a second return for the same items.
This action only reports existing returns. PostCo does not share your return policy or return window, so it cannot tell a customer whether they are allowed to return something. The agent is told not to say a customer is eligible or not eligible. Put your return rules in the agent’s instructions.
An order with no return is a valid answer: the agent hears that no return has been started.

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Who can see which return

On a ticket, the agent only gets returns whose customer email matches an email address on the ticket’s contact. If the order number belongs to someone else, the action answers “not found”. This stops a customer from reading another customer’s return by guessing an order number. If an order has many returns, cx keeps looking through older ones for the ticket contact’s return. If it still cannot tell, the agent is told the answer is not conclusive and should not tell the customer they have no return. Test runs without a ticket have no customer to compare with, so the email check does not apply there. Use a test return when you try it.

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What the agent never sees

The agent never gets the return label link, any address, the customer’s phone number or name, or the customer’s notes.

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What the refund status means

PostCo has no single refund status for a whole return. cx works it out from the items, so the agent is told to say money went back only when the status is processed and the item is a refund. Items can also be store credit or an exchange. The agent is told that store credit is credit, not money back. When the status is unknown, the agent should not promise a refund. Tell it to hand the ticket to your team.

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Best practices

  • Tell the agent when to look up a return and what to say for each state, such as “label created but not shipped” or “received, refund pending”.
  • Tell the agent to ask for the order number or email if the customer does not give one.
  • Write your return policy into the agent’s instructions. PostCo does not provide it.
  • Keep an escalation rule for unknown, for delivery failures, and for returns that cannot be found.
  • Use a test return from your own order for the first check. Do not use a real customer’s order.

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Safe test

1

Pick a known return

Choose a return you can see in PostCo. Note its order number, status, and tracking number.
2

Run the agent in a test

Ask the agent in a test run, for example “Where is my return parcel for order #1001?” Then ask again with only the customer’s email.
3

Compare

Check that the status, courier, tracking number, items, and refund status match PostCo. Nothing is changed in PostCo.

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Disconnect PostCo

In integrations, open the account’s Connected menu, choose Disconnect, and confirm Delete. cx removes the stored key. Agents that used the account can no longer look up returns. To stop access on the PostCo side too, open Account Settings → Manage API Keys in PostCo, find the key by its last four characters, and click Revoke. PostCo stops accepting a revoked key immediately.

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Troubleshooting

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Connection fails with “check your API key”

cx shows “We couldn’t connect to PostCo. Please check your API key.” when PostCo rejects the key. Check that you pasted the full key (it starts with sk_) and that it was not revoked in PostCo.

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”We couldn’t reach PostCo”

PostCo did not answer. The key may be fine. Wait a moment and try again.

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The agent says it cannot find a return

Check that:
  • the order number is the shop order number, for example 1001
  • the return exists in PostCo
  • the customer’s email on the return matches an email on the ticket’s contact
  • the agent has the PostCo account selected on the action

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The agent says the result is not conclusive

The order has many returns and none of the ones checked belong to this customer. Look the return up in PostCo by hand, or search by the customer’s email instead.

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The shipment is empty

Some returns have no parcel, for example in-store returns. Check the return method in PostCo. If the connection or an action still fails, contact your Chatarmin CX account team with the error message and the step that failed. Do not include your API key.