Supportify
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AI agents

An AI agent that does what the customer asks, not only answers

Where is my parcel. Send it somewhere else. Cancel it. Return it. A bigger size. Supportify’s AI agent does these in your store, your warehouse and your carrier’s systems: in your storefront chat while the customer is still there, and in the email replies it sends on its own. Where your team approves email drafts first, the person who sends the reply makes the change. Each action is a switch you control.

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What it does

Five things customers ask for, done in the chat

A chatbot tells the customer how to do it. An agent calls the systems that do it, checks the result, and says what happened. These run in the chat and in replies the agent sends on its own; on an email draft, a person approves first.

  1. 01

    Find the order and say where the parcel is

    It looks the order up, reads what was sent and the tracking, and answers in a sentence. With Bring connected, Bring’s latest scan, place and expected delivery are read during the lookup. PostNord, Helthjem and AfterShip can be connected for tracking as well.

    Where it stops
    It shows an order only to a customer who has proved it is theirs.
    Works on
    Shopify, WooCommerce and Centra
  2. 02

    Change the delivery address before it ships

    The new address goes to the order in your store, and to your warehouse first when one is connected; a change the warehouse cannot take is not made. If the parcel is booked to a pickup point or a parcel locker, it says the carrier holds that destination instead of promising a change.

    Where it stops
    Never on an order that has shipped. On one being packed, only if your warehouse system confirms it still can.
    Works on
    Shopify and WooCommerce
  3. 03

    Cancel an order that has not shipped

    It checks the order can still be cancelled, tells the customer what will happen to the payment, and cancels only after they say yes. With a warehouse connected, the order is cancelled there before the store.

    Where it stops
    A cancellation the warehouse refuses is not made in the store either. The case goes to your team.
    Works on
    Shopify, WooCommerce, Centra and MyStore. Only Shopify refunds as it cancels: on WooCommerce a paid order’s refund goes to your team as a case, and on Centra and MyStore the cancellation does not refund the payment by itself.
  4. 04

    Create a return with a return label

    It checks the request against your return policy, creates the return in Shopify, makes the label on the shipping account you connected, such as Shipmondo or Profrakt, and emails the customer. It can register the return with your warehouse too.

    Where it stops
    You can require your approval first, for every return or only some. Then nothing is booked until you approve.
    Works on
    Shopify. On other platforms it gives the customer your own return page, or opens a case for your team.
  5. 05

    Swap a size on the order

    A swap at the same price goes straight through, and a discount on the order stays on the new size. A swap that changes the price is put to the customer with the exact amount your store calculates.

    Where it stops
    Nothing that changes what the order costs happens until the customer agrees to that amount.
    Works on
    Shopify and WooCommerce. On WooCommerce the agent works out the price and says it is an estimate.

In the conversation

What it does at once, and what it waits for

Two requests where the agent stops before the last step: one for the customer’s yes, one for yours.

Cancellation

Waits for the customer’s yes.

The first check changes nothing. The order is cancelled only once the customer confirms.

Can you cancel #10855? I ordered the wrong one.
  • Warehouse checkednot picked yet · can be cancelled
  • Waiting for a yesnothing cancelled yet
I can still cancel #10855. Shall I go ahead? I will tell you what happens to your payment once it is done.

Return, with approval on

Waits for yours.

The request is in Shopify for you to approve. The customer is never told it is approved before you have.

The jacket on #10731 is too small. Can I send it back?
  • Inside your return windowreason: too small
  • Return requested in Shopifywaiting for your approval
I have sent your return request to the store. If they approve it, you will get an email with the return label.

Automatic or approved

You decide what happens on its own

The limits below are enforced by the tools themselves, not left to what the model decides to say.

Each action is a switch
Looking up orders, changing them, cancelling them and creating returns are separate switches. Switch on the ones you want; the rest stay with your team.
In the chat, it acts while the customer is there
On your storefront chat the actions you have switched on happen in the conversation. A cancellation, and any change to what an order costs, wait for the customer to confirm.
On email, a person can read first
Set an inbox to drafts and someone on your team reads and sends every reply. Order changes are held on those drafts: the person who sends the reply makes the change, unless you let drafts run them.
Returns can wait for your approval
For every return, or only for some, such as one outside the return window. No label is made and nothing goes to the warehouse until you approve.
It stops once an order is being packed
A shipped or partly shipped order is never changed or cancelled. One that is being packed is changed only if your warehouse system says it still can be. Otherwise the case goes to your team.
Proof before anything is shown or changed
The customer confirms their email with a code, or writes from the address on the order, before the agent shows or touches it.
Locked orders are left alone
Pick the tags that lock an order, and the agent leaves those orders alone.

Questions

What merchants ask about AI agents

  • A chatbot answers. An agent also acts: it looks the order up in your store, changes it, cancels it or creates the return, checks that it worked, and tells the customer what happened. Supportify does both, from the same conversation.

  • On Shopify it can take all five actions on this page. On WooCommerce it tracks, changes addresses and items, and cancels. On Centra it tracks and cancels, and on MyStore it cancels. Returns with a label are Shopify only. On every platform the actions run in the chat and in replies it sends on its own; on an email inbox set to drafts, the person who sends the reply makes the change.

  • It says so, and hands the case to your team with what it found, so nobody has to ask the customer again. A shipped order, a warehouse that refuses a change, or a return outside your rules all end that way.

  • Not on its own. An edit that changes the price is refused until the customer has agreed to the exact amount your store calculates.

  • No. You pay per conversation the AI answers, not per action it takes. The price per conversation is on the pricing page. See pricing

Keep reading

Where to next

Put up to 90% of your support on autopilot.

Connect your store in minutes, decide what the agent may do, and watch the queue empty the same day.

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Every store gets 50 conversations free to start with. No card, no contract, cancel from the Shopify admin.