"Where's my order?" answered instantly, every time — with live tracking, proactive updates, and returns handled before frustration sets in.
The Order Support Agent handles the flood of post-purchase questions that overwhelm e-commerce support. It answers "where is my order" with live tracking, sends proactive updates when something changes, handles returns and refund status, and answers product and policy questions — resolving the vast majority instantly and only escalating the genuinely complex cases.
WhatsApp, website chat, email, social, SMS
Your e-commerce platform (Shopify, WooCommerce or similar), order management, and shipping and carrier systems
It connects to your order management and shipping systems — Shopify, WooCommerce, Shiprocket, Delhivery, or similar — and pulls live shipment status at the moment a customer asks. It does not give estimated information; it reads actual current tracking data.
It informs the customer proactively once a delay or delivery failure is detected — before they have to ask. For lost or undelivered orders, it escalates to your operations team with the full order details and customer communication attached.
It initiates the return or refund process according to your configured policy and communicates the status to the customer. The actual payment reversal happens through your payment gateway — Razorpay, Stripe, or similar — based on the integration setup.
It detects emotional cues in messages — frustration, all-caps, repeated messages, direct complaints — and adjusts its response accordingly. High-frustration cases are handled with extra care and escalated faster than routine queries. It does not respond defensively or dismiss concerns.
Two to four weeks depending on the number of integrations — your e-commerce platform, order management system, and shipping carriers all need to be connected and tested before go-live.
Stop your team answering the same order questions all day. Tell us your fulfilment stack and we'll build this agent around it.
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