Intercom RMA Eligibility Triage Bot

Turns the open-ended "I want to return this" Intercom conversation into an instant, rules-based eligibility decision. It pulls the order, checks how long ago it was bought and whether it was already refunded, and replies in the same chat thread with a clear yes/no plus the reason.

Use it when support agents spend their day manually looking up order dates to decide if a return falls inside your window. It deflects the easy cases automatically and only escalates the genuine edge cases to a human.

1. 1An Intercom conversation is tagged or routed with a "return request" intent, firing the trigger.
2. 2The order id is looked up in your Postgres orders table to get the purchase date and item category.
3. 3The matching Stripe charge is fetched to confirm payment cleared and was not already refunded.
4. 4A logic step applies your window rules: within 30 days, unrefunded, and a returnable category equals eligible.
5. 5Eligible conversations get an automated Intercom reply confirming the customer qualifies and inviting them to continue; ineligible ones get a polite decline with the reason.