Industry
All your post-purchase support, in one place
Vistral helps e-commerce merchants resolve product issues, validate returns, reduce unnecessary replacements, and manage Tier 0/Tier 1 support through one branded visual AI platform.
Problem: Returns are often approved before anyone verifies what actually happened.
Solution: Vistral resolves Tier 0 and Tier 1 issues first, then validates the return only if the problem remains.
Result: Fewer avoidable returns. Lower replacement and scrap costs. Less call-center pressure. Faster support under your brand.
Outcomes
What you can achieve
45%
Fewer avoidable returns
Tier 0 and Tier 1 issues are resolved on camera before the case ever becomes a return request.
55%
Fewer no-fault-found returns
The product is checked live, so working items stop coming back through reverse logistics.
30%
Lower replacement and scrap cost
Nothing is replaced or written off without visual proof that the original product actually failed.
40%
Faster post-purchase resolution
Customers reach an outcome in one branded session instead of a multi-day email thread.
25%
Higher post-purchase satisfaction
A guided fix in minutes turns a would-be refund into a customer who keeps the product.
Indicative figures — actual results vary by company and product.
The Challenge
Not every return should become a return
Post-purchase support today can't see the product, so merchants often approve returns, refunds, replacements, or scrap claims without real evidence.
Support can't see the product
Challenge: Chat and phone support cannot verify what the customer is seeing.
How Vistral helps: Vistral opens a live visual AI session that sees the product, diagnoses the issue, and guides the customer step by step.
Returns happen before troubleshooting
Challenge: Customers often request a return before trying setup, reset, installation, or basic troubleshooting.
How Vistral helps: Vistral resolves Tier 0 and Tier 1 issues first, before the case becomes a return, refund, or replacement.
Replacements are sent too easily
Challenge: Merchants often send a new product without knowing if the original product is actually defective.
How Vistral helps: Vistral is trained on each product's official procedures and warranty policy, and validates the issue against them to confirm the right outcome: fix, replace, return, repair, or scrap.
Scrap claims lack proof
Challenge: Low-value products are sometimes scrapped or replaced without proper visual evidence.
How Vistral helps: Vistral captures proof of damage, destruction, or disposal before a replacement or refund is approved.
Support costs keep growing
Challenge: Call centers and technical support teams spend too much time on repetitive post-purchase issues.
How Vistral helps: Vistral automates the first support layer and escalates only real issues with full context.
What It Looks Like In Practice
Use cases
Resolve product issues before they become returns
Customers often request a return when the product only needs setup, installation, reset, or usage guidance.
How Vistral helps
Vistral sees the product live and guides the customer step by step. When the issue is resolved, the customer keeps the product and the return never starts.
Turn real issues into validated return decisions
When troubleshooting does not solve the issue, merchants still need proof before approving a return, replacement, refund, or scrap.
How Vistral helps
Vistral verifies the product, serial number, return eligibility, visual evidence, and package contents, then routes the case to the correct outcome.
You're probably wondering...
Fair questions — here's what we tell every team we talk to.
VistralEvery hour of downtime matters
See how Vistral helps e-commerce resolve more remotely, dispatch smarter, and validate every claim.
Book a Demo