E-commerce support
Support built around orders, not tickets.
Online stores get the same questions about orders, deliveries and returns, and the hard ones involve money or a broken product. AI Active Support is designed for exactly that.
Order context
The order is in front of whoever answers.
Payment, fulfilment and tracking come from your store for every conversation. The AI only answers order questions with verified order data; without it, an agent takes over.
#3842
2 items · €64.00
- Payment
- Paid
- Fulfilment
- Shipped
- Carrier
- In transit
- Expected
- Thursday
Read-only access
read_orders
Refunds and order changes are made by a person in your Shopify admin, never by AI Active Support.
Illustration with sample data.
Store-specific rules
20 topics, each with its own rule.
- Order status and delays
- Answered from live order data when you allow it. A delayed parcel never gets an invented date.
- Returns and exchanges
- Policy questions can be automatic; actual requests always go to an agent who applies your policy.
- Refunds and cancellations
- Agents act within their limit; above it, your approver decides in the portal before anything is promised.
- Damaged, wrong, missing
- Always a person, with the order and your procedure in front of them.
- Payment and discounts
- Always a person: these touch money and your margins.
- Upset customers
- Frustration and legal language are detected and sent to a person, escalated to you if your rules say so.
Beyond support
Find the products and carriers behind your tickets.
Support conversations are linked to orders, so problems can be traced to products and carriers. Counts only: no customer is identifiable in these views.
Rising problems
- Damaged item
- Shipping delay
- Wrong item
Products behind problems
Glass candle, 300 g Damaged item
Delivery problems by carrier
Carrier A Shipping delay
Illustration with sample data. Real dashboards show your own counts; no customer is identifiable in them.
Do you work with WooCommerce?
Yes, with your knowledge base and our agents. Automatic order lookups are available for Shopify only today.
How do you handle peak season?
Plan it with us ahead of time. Agent resolutions cost 20% more from 20 November to 31 December; AI resolutions do not change.
Can the AI promise a refund?
No. Promises only a person may make, like refunds or compensation, are blocked before a reply is sent, and refund conversations always go to an agent.
Book a free demo
Let’s look at your real tickets.
In 30 minutes we go through a sample of your conversations, show which ones the AI could answer and which need a person, and give you a price.