Cancellation & return intake

Go to Apps → Caro → Actions → Support → Cancellation & return intake. Requires the Growth plan.

What it does

Flags a cancel or return request for your team. Rather than Caro trying to process a cancellation or return itself (which usually involves policy judgment calls you'd want a human to make), this action captures the request — order details, reason, customer contact info — and routes it to your team to action, so nothing gets lost in a chat transcript.

Why this is intake, not full automation

Cancellations and returns often involve exceptions (past the return window, damaged item, partial refund) that benefit from a person's judgment. This action is deliberately designed to capture the request accurately rather than approve or process it automatically — keeping your team in control of the actual decision while removing the manual work of finding and logging the request in the first place.

Pairing with a Home screen quick action

If you've enabled Return or exchange as a Home screen quick action (also Growth plan and up), that's the customer-facing entry point that leads into this same intake flow.