What does it take to run a billion-dollar brand with just a handful of employees? Zack Peng, co-founder and CEO of Seel, joins our General Partner Rodolfo to talk about what he’s learned from using AI to automate the operational work behind e-commerce. In 2026, Seel expects to service close to $10B in e-commerce GMV with fewer than ten operations reps, maintaining a 99%+ resolution rate. The company is an example of what becomes possible when AI starts delivering previously unimaginable experiences at scale.
Seel started with a simple but powerful insight: if you could predict returns and refunds, you could offer shoppers the option to make otherwise final-sale purchases refundable. That initial financial product became a wedge into a bigger problem: after realizing that more than 70% of the support requests Seel received had nothing to do with returns or refunds, the startup began taking on more of the work that happens post-purchase. Zack explains how today AI handles tasks human teams structurally can’t do in real time, like updating an address across disconnected systems or issuing instant refunds before a return even ships back.
Zack and Rodolfo also dig into why “insurance-like” options perform so well at checkout and what it actually takes to build agentic systems that operate at scale. They close with a candid look at Zack’s own founder journey, including a moment where the company deliberately walked back a million dollars in revenue to bet on a completely different path.
Seel: https://www.seel.com