Order status and tracking
Looks up the order, quotes the courier status and ETA, sends the tracking link.
AI Customer Service · E-commerce
Half your support tickets are "where is my order?" Let the AI answer them — with the tracking link.
The AI support employee looks up the order, quotes the courier's status and expected delivery, explains your return and exchange policy, starts the exchange, updates an address and answers size and material questions from the product page — in the customer's language, at any hour. Refunds and disputes go to a person.
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D
Saturday, 8:47 AM
My order 51902 hasn't arrived and I moved house. Can you change the address to Al Khobar, Al Rakah, building 12?
08:47
Good morning, Abdullah. Order 51902 is with SMSA and currently at the Dammam hub, scheduled for delivery Sunday. I've updated the delivery address to Al Khobar, Al Rakah, building 12 and notified the courier — you'll get a new tracking update within the hour. Would you like me to add a delivery note, such as a preferred time?
08:47
After 4 pm please. If it doesn't fit can I return it?
08:48
Noted: after 4 pm. Yes — you have 14 days from delivery for a free exchange or return, unworn with tags. Just message me "return 51902" and I'll arrange the pickup.
08:48
What it does
What it handles on its own
The repetitive, data-lookup tickets — resolved in the first reply.
Returns and exchanges
Explains eligibility, starts the return or exchange, books the pickup — within your policy.
Address and order changes
Updates the address, adds a delivery note or cancels before dispatch, via your store's API.
Product questions
Sizes, materials, care, compatibility, what is in the box — from the product page and size guide.
Payments and COD
Payment methods, COD fees and limits, instalment partners, invoice copies.
Escalation
Refund approval, damaged items, chargebacks and angry customers go to your team with the full history.
How it flows
How a ticket flows
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Customer writes
WhatsApp, web chat or email — with or without an order number.
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Identified
The AI matches the phone number or order number to the order in your store.
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Resolved from data
Status, policy and product facts come from your systems — the same answer your best agent would give.
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Acted on or escalated
Exchanges and address changes are executed; refunds and disputes are handed to your team in the inbox.
Set-up
Set-up for an online store
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01
Connect orders
Store API through the Action Engine, or a daily export of orders with tracking numbers.
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02
Upload policies and size guides
Return, exchange, shipping and COD rules exactly as published on your store.
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03
Set the escalation rules
What the AI may execute (exchanges, address changes) and what always needs a person (refunds, disputes).
FAQ
Common questions
Does it need my customer to know the order number?
No — it can find recent orders by the customer's phone number or email and confirm which one they mean.
Can it handle peak season volume?
Yes — it answers every conversation in parallel, so White Friday or Ramadan volume does not change the reply time.
What if the courier's information is wrong?
It reports what the courier reports and, if the customer disputes it, opens a case for your team instead of arguing.
Can my agents take over?
At any time — every conversation is in the shared inbox with the AI's actions logged, and the customer never has to repeat themselves.
Resolve the ticket in the first reply.
Free trial with the e-commerce template — connect your store and try it on today's tickets.
Plans from $39/month after the trial · every plan includes Arabic and English