Tracking
Finds the parcel.
Where is my order, #10811?
Found order #10811sent Monday · one parcel
Out for deliveryOslo · today before 5 pm
It is out for delivery and should reach you before 5 pm today.
Capabilities
50+ actions, not just answers
Each capability is a tool that works in your own systems: the store, the warehouse, the carrier, the subscription app. They are grouped below by what the customer came for, and each one is a switch you control.
- Needs …
- Works once you connect it.
- Off until you switch it on
- It moves money or stock, so you decide.
- On request
- Being switched on store by store. Ask us.
01
Where is my order?
The question that fills every support queue, answered from the order and the parcel rather than by sending the tracking link again.
Find the order
Status, items, delivery method and tracking, once the customer has confirmed their email.
Follow the parcel
The latest scan, where the parcel is and when it should arrive, read from the carrier.
Needs a connected carrierAsk the warehouse
Whether the order has been picked, packed or sent, from the warehouse system itself.
Needs Ongoing, Mintsoft or ShelflessStop a parcel on its way
Off until you switch it onAsks Bring to send a shipped parcel back once the customer confirms, then hands the refund to your team. Bring charges you for each stop.
Needs Bring
02
Change or cancel an order
Wrong address, wrong size, one more item, or no order at all. Changed in your store and your warehouse before the parcel is packed, and never at a price the customer has not agreed to.
Change the delivery address
On an order that has not shipped, in the warehouse as well as the store.
Swap a size, add or remove an item
Several changes in one go, so the customer pays or gets back only the difference, and is asked first when there is one.
Change the shipping method
Off until you switch it onExpress instead of standard, or another carrier. It can move money on the shipping line, so it stays off until you turn it on.
Needs ShopifyCancel the order
Checked first, confirmed by the customer, and cancelled in the warehouse before the store. The customer is told what happens to the payment.
Prepare a replacement
On requestFor an item that arrived wrong or broken, or a parcel lost on the way. Prepared for your approval, and nothing ships until you say yes.
Place an order for them
Builds the order from the conversation and sends the customer a link to pay for it.
Order editing
Changes the order itself.
Can you send #10842 to my work address instead? Storgata 12.
Warehouse checked firstnot picked yet · address changed- Shopify order updated#10842 · Storgata 12, Oslo
Already being packed? It stops and hands it to your team.
03
Return something
Booked inside your return policy, with a label on the carrier account you connect, or handed to the return portal you already run.
Book the return inside your policy
Return window, eligible products and accepted reasons are checked before anything is created. A request outside them is explained, not booked.
Email the return label
Drawn on your own Shipmondo, Profrakt, Bring, nShift or other carrier account, with the nearest drop-off point.
Needs a connected carrierWait for your approval
If you approve returns yourself, the request waits for you. The customer is told it is being reviewed, never that it is approved.
Needs ShopifyPoint to your own return portal
If returns run somewhere else, the customer gets your portal link wherever the agent cannot make the return itself.
Has my return arrived?
Read from the warehouse or the carrier that received it.
Needs a warehouse, nShift or Webshipper
Returns
Books it on your carrier.
Return · Trail runner, size 42
Booked- Inside the 30-day window
- Reason accepted: too small
- Label on your Shipmondo account
- Nearest drop-off point, 400 m away
return-label-10731.pdf04
Find the right product
Questions before a purchase, answered from your own catalogue: what fits, what is in stock and what it costs to ship.
Search and recommend
Finds what matches the question, then reads the full detail on the few it puts forward.
Tell the truth about stock
In stock, sold out, or on a shelf in your shop but not orderable online, as your web shop sees it.
See the page they are on
So “does this come in blue?” needs no product name.
Quote shipping and pickup points
From the same carrier agreement the parcel will go out on.
Needs a connected carrierCheck a discount code
The codes you have chosen to share, and whether the one a customer was sent still works.
Put it in their cart
Off until you switch it onA card in the chat that adds the product, in the size agreed, to the customer’s own cart.
Needs Shopify or WooCommerceAsk you when it is back
Off until you switch it onAsks you once per sold-out product, then emails your answer to every customer who wanted it.
Start a subscription
Off until you switch it onA checkout link for the plan the customer chose. They pay, and your subscription app takes it from there.
Needs Shopify
Before they buy
Answers from your catalogue.
Do you have the wool coat in L?
- Wool coat, MIn stock
- Wool coat, LIn the shop only
- Wool coat, XLSold out online
05
Manage a subscription
Pause, skip and a new date are usually what the customer wanted when they wrote “cancel”, and a paused subscriber is still a subscriber.
Pause, skip or move a delivery
And resume or unskip when they change their mind.
Needs Seal or AppstleChange how often, how many and where to
“It arrives faster than I use it” is a frequency change, not a cancellation.
Needs AppstleUpdate the card
Emails a secure link from the subscription app. The agent never asks for card details.
Needs Seal or AppstleApply a discount, or open their portal
A retention offer you have set up, or the link to manage everything themselves.
Needs Seal or AppstleCancel, when that is the answer
Without a maze. You decide whether the agent may do it at all.
Needs Seal or AppstleRead their loyalty points
Points, tier and active reward codes. It reads the balance and never moves it.
Needs Appstle Loyalty
Subscriptions
Pause, skip or slow it down.
It arrives faster than I can drink it. I want to cancel.
Coffee beans · every 2 weeks- Skip the next delivery
- Every 4 weeks instead of 2
- Pause for a month
06
Their account and your emails
The corrections a customer makes once and expects to hold, and the questions about your newsletter that otherwise land in the inbox.
Correct name, phone and address
On the customer account, after they have confirmed their email.
Sign up, sign off, check the list
For your newsletter, in the conversation where they asked.
Needs Klaviyo or MailchimpFind the code they were sent
The discount code your emails gave them, and whether the email reached them at all.
Needs Klaviyo or MailchimpKeep their measurements
Off until you switch it onReads and saves the fields you choose on the customer account, such as measurements, and shows them before saving.
Needs Shopify or WooCommerce
Account and email
Checks the list for them.
Am I still on your newsletter? I never got the welcome code.
On the newslettersince 12 March- Found the welcome codeWELCOME10 · not used yet
07
Answers, and a person when needed
Answers come from your own documents. When they run out, the case goes to your team written up, and escalating never adds a charge.
Answer from your documents
Policies, size guides, help pages and the PDFs you upload, searched for the passage that answers the question.
Hand over with the case written up
The order, the history and what was already tried go with it, so nobody asks the customer twice.
Let them follow their case
Customers look up their own cases and add to them.
Write to the carrier or supplier
Drafts the message about the order for a person on your team to check and send.
Needs a saved carrier or supplier contactAsk how it went
A rating at the end of the conversation.
Handover
Knows when to stop.
TKT-10412Needs you
Wholesale price for 40 units
- Customer and order history attached
- Full transcript linked
- Checked: no wholesale rule in your policies
- Stopped here rather than quote a price
Not on the list
Missing the one you need? Tell us.
Every store’s stack is a little different. We build integrations on request, without a fee.
Questions
What merchants ask about the list
No. Which ones you have depends on your platform, with the most on Shopify, and on what you connect: a carrier for labels and tracking, a warehouse system, a subscription app. Within that, each action is a switch, and a few that move money, such as changing the shipping method, start switched off.
From the tools the agent can call, counting an action once however many providers offer it: eight carriers quoting shipping is one action, not eight. That comes to more than 60 today. The list on this page is shorter because related tools share a line.
No. A conversation is charged once, when the AI first answers in it, however many actions it takes. Handing it to your team adds nothing.
No. Before it shows or changes an order, the customer confirms their email with a code, or writes to you from the address on the order.
Tell us. We build integrations on request, at no cost.
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