> If it's something direct like "return something" then what benefit is there over using the website's interface?

There's no "benefit" exactly, the item gets returned the same way regardless, but it's kind of nice that it's consolidated. The chatbot works as a bit of a "one stop shop" for a lot of administrative stuff like "where's my order" or "return something" or "my order didn't go through", stuff like that.

AFAIK we don't support doing anything through Whatsapp, just our site.