AI Policy

Last updated: July 2, 2026

This AI Policy explains, specifically, where and how Returner uses AI (large language models) as part of the Service, what data reaches the AI provider, and how it is controlled. It supplements — and does not replace — our full Privacy Policy, which lists Anthropic, PBC (maker of Claude) as a Sub-Processor.

AI features are off by default

None of the AI surfaces described below run for a store until its owner explicitly accepts this AI Policy in Settings > Return Policy > AI concierge. Until accepted, these features are structurally disabled — the app falls back to non-AI, deterministic behaviour instead of silently degrading or queuing the request. Acceptance can be reviewed (who accepted, and when) from the same settings page.

Where AI is used

Surface	Who sees it	What's sent to Claude	Merchant control
Sidekick (in-app assistant)	Merchant / store staff, in the dashboard	The staff member's typed question, plus store-scoped analytics figures (return rate, reasons, products) needed to answer it. If the staff member asks about a specific order, return, or customer, the matching records — which can include that customer's name, email, and order number — are shared with the model to answer that question. Simple navigation and common analytics questions are answered without any AI call at all.	Requires AI Policy acceptance (Settings)
Insight briefings & enriched insight cards	Merchant / store staff, in the dashboard	Aggregated store metrics (return rate, top reasons/products, refund SLA, financial summary) — no individual customer data.	Requires AI Policy acceptance (Settings)
AI concierge (return tracking chat)	Shoppers, on the return tracking page	The shopper's typed messages, plus the details of their own single return/order (including the name and contact details on that order) and the store's return policy. Nothing about other customers or other returns is ever accessible.	Off by default; requires both AI Policy acceptance AND a separate "Enable AI concierge" toggle (Settings)
Support-ticket triage (internal)	Returner's own engineers, in our internal support queue	When store staff submit an in-app bug report, the report text and its captured page context (page URL, browser info, recent console lines) may be AI-summarised to speed up our response. No store analytics or customer records are included beyond what the reporter typed or what appeared on their screen's console.	Requires AI Policy acceptance; without it, reports are triaged by a human only

The shopper-facing concierge additionally asks each shopper to acknowledge a short in-chat notice before their first message is sent — separate from, and in addition to, the merchant's Settings acceptance.

The AI provider

AI-assisted features are powered by Anthropic's Claude API. Under Anthropic's standard commercial API terms, data submitted through the API is not used to train Anthropic's models. Anthropic retains API inputs/outputs only as needed to operate and secure the service, per their own data retention terms.

What AI does not do

It cannot access data outside the current store (Sidekick, insights) or outside the current return (concierge) — every tool call is scoped server-side to the authenticated tenant or verified shopper, not something the AI model can override.
It never executes refunds, approvals, or other money/state-changing actions on its own — it can only surface a suggested action for a human to click.
Figures shown by the AI (return rate, financial totals, etc.) are always computed deterministically by the app and handed to the model as fact; the model narrates, it does not calculate.

Questions

For questions about this AI Policy, contact us via the details in our Privacy Policy.