Where is my order, and can I return it?
Online and physical retail. The same handful of questions, asked all day, each one small enough to ignore and big enough to lose a customer over.
01 — Why
The same five questions, every day
Retail support is mostly lookups: an order, a policy, a stock level. The agent does the lookup and answers in your voice, so your day is not spent copying tracking numbers.
Answers from your systems
Order status, tracking and returns eligibility read from the store itself, not guessed from a script.
One inbox, every channel
Email, the website chat, Instagram DMs and WhatsApp all get the same answer with the same tone.
Refunds stay with you
It explains the policy and prepares the return. Money leaving the business is still your decision.
What it takes off the counter
Order status is the obvious first job. It is also the one that clears the most inbox.
- Order status
Looks up the order, reads the tracking, and answers with a date instead of a link to a courier site.
- Returns and exchanges
Checks the window and the condition, sends the label, and tells the customer exactly what happens next.
- Stock questions
Sizes, colours, what is in the shop versus the warehouse, and when the next run lands.
- Review requests
A single ask, sent a sensible number of days after delivery, and never sent twice.
- Restock alerts
Customers who asked about a sold-out item are told when it comes back, without you keeping a list.
Quote #1042 · $1,860
sent 9:20
Invoice #0987 · $640
cleared
Reminder · Fri 9:00
queued
03 — How it runs
Support that clears itself out
Most of a retail inbox is answerable from data you already hold. The agent handles those and leaves you the ones that need a decision.
- step 01Reads the order, not a script
Status, tracking and history come from the store, so the answer is right at the moment it is sent.
- step 02Runs the returns flow
Policy checked, label issued, the exchange raised, and the customer told what to expect.
- step 03Escalates the unhappy ones
Damage, a lost parcel, a second complaint on the same order: straight to you with the thread attached.
Simple to set up
One week to learn the workflow, two to three to build, then it is yours.
One week in the inbox
We read a month of tickets and sort them: answerable from data, answerable from policy, needs a human.
Two to three weeks building
We connect the store and the channels, write the answers with you, and test against those real tickets.
Live, one channel at a time
Usually email first. You watch the log for a week, then we open the rest.
Frequently asked questions
4 questions
Which platform does it work with?
Can it issue a refund?
What happens on a busy sale day?
Will customers know it is an agent?
We build the agent. You keep running the business.
Tell us what eats your week. We’ll tell you what an agent can take off it.