Pair Every Problem with a Personalized Resolution

Refund or replace a damaged, mis-shipped or lost item in a single agent action, and refund expedited shipping after a late delivery, with approval. The replacement is sourced from live inventory, so the fix is one the network can actually deliver. 

Manhattan Active Maven answers order questions, changes addresses, cancels items, starts returns and replaces damaged or missing items across chat and email, acting on the live order and handing off to agents when needed. Run it full stack with a white-label front end, or headless behind the chat or AI front end you already use.

Reorder a cancelled item as soon as inventory is available, add items and edit orders with visible actions, and let discounts recalculate automatically after a change. A service contact becomes a kept order instead of a refund. 

Two-level return reasons, photos and comments, shipping refunds based on the reason, and item-variance resolution keep refunds accurate and fair. Agents can see when a Refund by Link was sent, and recover stock when a lost package turns up after an appeasement.

Agents add items, suggest products and apply eligible promotions while they help, drawing on the same inventory Order Management promises, so every suggestion can actually ship. 

Proactive customer insights show orders in flight, items now on sale, buying patterns and return history, so agents personalize every conversation. Return analysis shows which products and reasons drive returns.

GenAI groups cases and conversations into trending topics, so leaders spot product, website or carrier issues early. CSAT appears on each case and in dashboards, and Customer Service Insights shows how self-service is changing contact volume. 

Contact-center goals and leaderboards track AOV, units per transaction, first-contact resolution and cases per hour, so teams focus on growth as well as service, and managers coach with real numbers.