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Generative AI > Google Gemini API > Reverse Logistics / Return Pickup Agent

Reverse Logistics / Return Pickup Agent

Author: Venkata Sudhakar

Handling product returns efficiently is critical for customer satisfaction and cost control. ShopMax India receives hundreds of return requests daily. An intelligent agent can validate return eligibility, check the return window, and schedule the nearest available pickup executive automatically.

This tutorial builds a Gemini ADK agent that checks return eligibility based on order date and product category, then assigns a pickup slot from the available fleet in the customer's city.

The below example shows a reverse logistics scheduling agent for ShopMax India in a business context.

import asyncio
from datetime import date, timedelta
from google.adk.agents import LlmAgent
from google.adk.tools import FunctionTool
from google.adk.runners import Runner
from google.adk.sessions import InMemorySessionService
from google.genai import types

# Return policy: max return window in days by category
RETURN_POLICY = {
    "electronics": 10,
    "appliances": 7,
    "accessories": 15,
    "cables": 30,
}

# Simulated orders database
ORDERS = {
    "ORD-501": {"customer": "Ravi Kumar", "city": "Mumbai", "category": "electronics",
                "delivered_date": "2026-04-01", "product": "Samsung TV 55-inch"},
    "ORD-502": {"customer": "Priya Sharma", "city": "Bangalore", "category": "accessories",
                "delivered_date": "2026-03-20", "product": "Laptop Bag"},
    "ORD-503": {"customer": "Anil Desai", "city": "Delhi", "category": "appliances",
                "delivered_date": "2026-04-03", "product": "Air Purifier"},
}

# Available pickup slots by city
PICKUP_SLOTS = {
    "Mumbai":    ["2026-04-08 10:00", "2026-04-08 14:00", "2026-04-09 10:00"],
    "Bangalore": ["2026-04-08 11:00", "2026-04-09 11:00"],
    "Delhi":     ["2026-04-08 09:00", "2026-04-08 15:00"],
}

def schedule_return_pickup(order_id: str, reason: str) -> dict:
    order = ORDERS.get(order_id)
    if not order:
        return {"error": f"Order {order_id} not found"}
    delivered = date.fromisoformat(order["delivered_date"])
    today = date(2026, 4, 7)  # simulated today
    days_since = (today - delivered).days
    window = RETURN_POLICY.get(order["category"], 7)
    if days_since > window:
        return {
            "eligible": False,
            "order_id": order_id,
            "reason": f"Return window of {window} days expired ({days_since} days since delivery)",
        }
    city = order["city"]
    slots = PICKUP_SLOTS.get(city, [])
    assigned_slot = slots[0] if slots else "No slots available"
    return {
        "eligible": True,
        "order_id": order_id,
        "customer": order["customer"],
        "product": order["product"],
        "city": city,
        "return_reason": reason,
        "pickup_slot": assigned_slot,
        "days_remaining_in_window": window - days_since,
    }

return_tool = FunctionTool(func=schedule_return_pickup)

agent = LlmAgent(
    name="return_pickup_agent",
    model="gemini-2.0-flash",
    description="Validates return eligibility and schedules pickup for ShopMax India returns.",
    instruction=(
        "You are a returns agent for ShopMax India. "
        "When a customer requests a return, call schedule_return_pickup with the order ID and reason. "
        "If eligible, confirm the pickup slot and remaining window days. "
        "If ineligible, explain the return policy politely."
    ),
    tools=[return_tool],
)

async def main():
    session_service = InMemorySessionService()
    runner = Runner(agent=agent, app_name="return_app", session_service=session_service)
    session = await session_service.create_session(app_name="return_app", user_id="customer1")
    msg = types.Content(role="user", parts=[types.Part(
        text="I want to return ORD-501. The TV screen has a dead pixel."
    )])
    async for event in runner.run_async(user_id="customer1", session_id=session.id, new_message=msg):
        if event.is_final_response() and event.content:
            print(event.content.parts[0].text)

asyncio.run(main())

It gives the following output,

Return Request Confirmed - ShopMax India

Order ID  : ORD-501
Product   : Samsung TV 55-inch
Customer  : Ravi Kumar, Mumbai
Reason    : Dead pixel on screen

Status    : ELIGIBLE (6 days remaining in return window)
Pickup Slot: 2026-04-08 at 10:00 AM

Our pickup executive will collect the item at your registered address.
Refund will be initiated within 3-5 business days after inspection.

ShopMax India can extend this agent to de-allocate the assigned pickup slot from the available pool after booking, send SMS confirmations via Twilio, and feed inspection outcomes back into inventory to decide between restocking, refurbishment, or liquidation.

Send your comments, suggestions or queries regarding this site to [email protected].