AI for ecommerce that clears the “where is my order?” tickets.
We build agents that read each order in Shopify, WooCommerce or PrestaShop, check the carrier’s tracking and answer the customer with the real status. They open the claim with the carrier when a parcel stalls, and prepare returns and refunds within your policy. Your team handles the cases that need judgment.
- Order tracking
- Returns
- Product sheets
What AI for ecommerce does behind the checkout
AI for ecommerce is most useful after the sale: answering order and delivery questions from live shop and carrier data, handling returns within your stated policy, drafting product sheets from supplier files, and replying to reviews for a person to approve. The agent works inside your shop and helpdesk, and anything that costs money waits for your approval.
Most support tickets in a shop ask the same few things: where the parcel is, how to return an item, when a product is back in stock. The answers already sit in your shop, your carrier accounts and your terms. An agent that can read all three answers most of them the first time.
On the catalog side, the same agent turns a supplier spreadsheet into product sheets in your tone, with the specifications checked against the source file before anything is published.
What your support inbox looks like on Monday
- Our tickets are mostly “where is my parcel?”, all weekend long.
- We copy the tracking number from the shop to the carrier site and back, one ticket at a time.
- A lost parcel means chasing the carrier by email for days.
- Returns get handled differently depending on who answers.
- New products wait for someone to write their sheets.
Four jobs to hand over in an online shop
Each one runs in the tools you already use, from the shop back office to the helpdesk and the carrier portals.
01
“Where is my order?” answered end to end
The agent finds the order, reads the carrier status and replies with the real situation. When a parcel stalls, it opens the inquiry with the carrier and tells the customer what happens next.
Customer service02
Returns and refunds within your policy
It checks the order date, the product and your return rules, issues the label and prepares the refund. Refunds above the amount you set wait for a person.
AI agents03
Product answers on your site
Size, compatibility, delivery times, care instructions: answered on your product pages from your own sheets and policies, with a person one click away.
AI chatbots04
Product sheets from supplier files
A supplier spreadsheet becomes product sheets in your tone, with specifications checked against the source and left in draft until someone publishes them.
AI automation
AI for ecommerce after the sale: what the agent does, and when money moves
Most post-sale requests need data from the shop and the carrier, and some of them cost you money. Which ones the agent closes alone, and which wait for you.
| Customer request | Data the agent reads | What it does | Money involved |
|---|---|---|---|
| “Where is my order?” | The order in the shop and the carrier tracking | Replies with the real status | None, so the agent answers alone |
| Parcel not moving | The tracking history and the carrier’s delivery promise | Opens an inquiry with the carrier and tells the customer what happens next | None yet |
| Parcel declared lost | The carrier’s answer, the order value and your policy | Prepares a reshipment or a refund | A person approves above the amount you set |
| Return within the EU 14-day withdrawal period | The order date, the product and your return policy | Issues the return label and prepares the refund | Refund within your rules, a person above your threshold |
| Damaged item | The order and the customer’s photos | Asks for the photos if they are missing, then prepares a replacement or a refund | Always approved by a person |
| Question before buying | Your product sheets and policies | Answers on the product page | None |
| A new customer review | The review and the order behind it | Drafts a reply | None, and a person approves the reply before it is posted |
Illustrative scenario
Nadia comes back on Monday to the cases that need her
An online home goods shop, a busy weekend, and a support inbox that used to fill up with tracking questions. This scenario follows one ticket from the customer’s message to its resolution, and shows where Nadia decides. It describes no real shop.
The live knowledge assistant answers from a fictional company’s returns and delivery policies. Ask it whether an opened product can be returned, and check its source.
- A customer asks on Saturday where her parcel is.
- The agent finds the order in the shop and reads the carrier status: the parcel has not moved for several days.
- It replies with the real status and opens an inquiry with the carrier.
- When the carrier declares the parcel lost, the agent prepares a reshipment within the shop’s policy.
- On Monday, Nadia approves the reshipment in one click and spends her morning on the complaints that need a person.
Accessibility, reviews and honesty with customers
- Accessible to every customer in the EU.The European Accessibility Act covers e-commerce services, and its rules apply since June 28, 2025; microenterprises providing services are exempt. Any chat window or form we add to your shop is built to that standard.
- The agent replies to reviews, and never writes them.The FTC’s rule announced on August 14, 2024 bans fake reviews, including AI-generated ones. Our agents draft replies to real reviews for a person to approve, and write no review of any kind.
- Customers know they are talking to an AI.In the EU, Article 50 of the AI Act requires telling people they interact with an AI system unless it is obvious. The agent says so, and passes the conversation to a person on request.
- Money moves only with your rules.Refunds, vouchers and reshipments follow the thresholds you set. Above them, a person approves, and every action is logged with the order it concerns.
E-commerce: your questions
Does the agent talk to both the carrier and the shop?
Yes. It reads orders in your shop, tracking through the carrier accounts or APIs you use, and your helpdesk history. When a carrier has no API, it works from tracking emails and the carrier portal.
Which platforms do you work with?
Shopify, WooCommerce and PrestaShop most often, and custom shops through their API. Helpdesks such as Zendesk, Gorgias or Freshdesk, or a plain shared inbox. We check your exact setup during the free assessment.
Can it issue refunds by itself?
Only within the rules you set, for example up to a given amount on an undelivered order. Everything else waits for a person, with the case summarized. Every refund it issues is logged with the order.
What happens when it does not know?
It says so to the customer and hands the conversation to your team, with the order, the tracking and the exchange attached, so nobody has to ask the customer again.
How long before it answers customers?
A first agent usually runs in four to eight weeks, on a scope and a price fixed before we start. The free 30-minute assessment looks at your real ticket mix and tells you what to hand over first.
Keep exploring
- All industries What AI does in each sector we serve
- AI use cases Every use case, by function and industry
- Customer service Tickets, chats and calls handled around the clock
- Live demo: knowledge assistant Ask about a fictional returns policy
- Wholesale and distribution Order intake and customer service at scale
- Logistics and transport Bookings, tracking and documents
Spend your Mondays on the customers who need you.
Tell us your platform, your carriers and the tickets that come back most. We reply within one business day to set up your free 30-minute assessment, and show you which of them an agent could answer end to end.