Solutions by industry / ecommerce
AI support for online stores drowning in shipping and returns questions
Store support is dominated by a handful of questions: where is my order, how long does shipping take, what is the return policy, does this fit, is it in stock. The answers are on your policy pages. A grounded agent answers them instantly, at 2 a.m. before a purchase, when a slow reply is an abandoned cart.
The questions that need a person, a damaged item, a wrong address, a chargeback, reach your team with the conversation already summarized.
What ecommerce support teams run into
- The same shipping and returns questions arrive hundreds of times a month, often outside business hours.
- Pre-purchase questions go unanswered and the visitor leaves.
- Peak seasons multiply volume without multiplying the team.
- Answers about policy vary depending on who replies.
Questions the agent answers on its own
From your approved content, in the customer's language, at any hour.
- "How long does shipping to Canada take?"
- "What is your return window?"
- "Do you ship to PO boxes?"
- "Is this jacket true to size?"
- "Can I change my delivery address?"
- "Do you offer gift wrapping?"
- "What payment methods do you accept?"
When it hands off to your team
With its own reason, an urgency, and a summary. Your team is notified by email, Telegram, or SMS.
- A customer reports a damaged or missing item: escalate with order details for a replacement.
- A delivery address change after checkout: a person needs to do it.
- A chargeback or a payment dispute: hand off immediately.
- A wholesale or bulk inquiry: route to sales.
What to load into the knowledge base
- Shipping policy page
- Returns and refunds policy
- Size guides and product FAQs
- Store FAQ page
- Past conversations your team answered, turned into articles
Channels
Website widget on every storefront page (see the Shopify, WordPress, and Wix install guides). Telegram or Discord if you run a customer community or a drop channel.
Setup, in practice
Load your shipping, returns, and size guide pages first. Set an escalation rule for anything mentioning a specific order, damage, or a refund. Install the widget in your theme footer so it appears on product and cart pages. Use required fields to collect an email so handoffs can be followed up.
FAQ
Can it tell a customer where their specific order is?
It explains your order status process and where to find tracking, from your policy pages. It does not look up individual orders in your store platform. For a specific order it collects the order number and hands off to your team with a summary.
Does it work on Shopify?
Yes. Paste the snippet into theme.liquid before the closing body tag. The install guide covers it step by step. Note that the checkout page does not load theme scripts on standard Shopify plans.
Will it answer in my customers' languages?
Yes. It replies in the language the question arrives in, even if your policy pages are in one language.
What happens during a sale when volume spikes?
Plans include 2,000 (Starter) or 3,000 (Growth) conversations per month with no per-resolution fee, so the agent absorbs the spike without the bill spiking with it.