"Where's my order?" Your customer knows straight away

In an online store, most customer questions are about the same things: where is my parcel, how do I send something back, when will it be back in stock. With AI customer service connected to your store, your customers get an instant answer, and your team keeps time for the customers who really need help.

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Where's my order?On its wayTomorrow 10:00–12:00

The questions you receive

  • "Where's my order?"
  • "How do I send something back, and when do I get my money?"
  • "When will this be back in stock?"
  • "Which size or version suits me?"
  • "Can I still change or cancel my order?"
  • "My parcel is damaged or something is missing."

What you can automate

Question typeWhat happensChannel or service
Order statusThe AI looks up the order and gives the current status and trackingChatbot for your website, WhatsApp chatbot
ReturnsYour customer gets the returns policy and can start the return straight awayChatbot for your website
Stock and delivery timeAn answer based on your current stock informationChatbot for your website
Product adviceAdvice based on your range, size charts and product informationChatbot for your website
Changes or cancellationsThe AI checks whether it is still possible and prepares the request for your teamEmail and ticket automation
Complaints and damageA complete report with photo and order number, straight to a team memberHelpdesk setup

Example scenario

Example scenario

Example scenario: not a client case, but a realistic illustration.

Situation
An online store selling home accessories gets a wave of emails and chat messages after every promotion. Most of them are about delivery and returns. The small team falls behind, and during peaks even complaints are left waiting.
Solution
The website chatbot and the WhatsApp channel are connected to the order system. Customers enter their order number and see the status straight away, and they can start a return themselves. Incoming email is sorted: delivery questions get an immediate answer, while complaints and damage reports go to a team member with the photo and order details attached.
What it delivers
Customers get their answer the moment they ask, evenings included. The team spends its time on complaints and tricky questions, which no longer sit under a pile of "where is my parcel?"

Example conversation. Customer: Hi! Where's my order? I expected it today. AI assistant: Your parcel is on its way and will be delivered tomorrow between 10:00 and 12:00. Customer: Great. Can it go to a pickup point instead? AI assistant: Lisa from the team will change that for you tomorrow morning. She can already see this conversation.

→ More example scenarios

Connections you often need

  • Your e-commerce platform and order system, for order status, changes and cancellations.

  • Your delivery partner, for tracking and delivery times.

  • Your returns process, so customers can start a return themselves.

  • Your product information and stock, for up-to-date product questions and advice.

More on this: e-commerce · Shopify · WooCommerce

People stay in control, and your customer data stays safe

Example conversation. Customer: I'd like to move my membership to a different location. AI assistant: That's possible. Because your contract is still running, I'll pass you to a colleague. Lisa from the team is taking over Lisa (team): Hi, I'm Lisa. I can see your question, I'll sort it out right away.

  • Complaints go to a person

    With damage, dissatisfaction or a borderline case, a team member takes over with the full conversation and order details attached.

  • Only what is needed

    The AI asks for an order number and, if needed, a postcode, and only shows the details that belong to that order.

  • Agreements on data

    Data processing agreements are put in place with the suppliers that work with your customer data. You know in advance which parties they are.

Frequently asked questions

Does this work with my e-commerce platform?

With most common e-commerce platforms, the AI can retrieve order information. The first step looks at what is possible with your store.

Can the AI actually start a return, or only explain how it works?

If your returns process allows it, your customer can start the return right in the conversation. Otherwise the AI explains it and prepares the request for your team.

What if a customer is angry?

Then a team member takes over. You can set complaints to always go to a person.

Does this also help in busy periods such as the holidays?

Especially then. The AI handles the recurring questions however busy it gets, so your team doesn't fall behind.

Can the AI give product advice too?

Yes, based on your own product information, size charts and terms. If it isn't sure, it says so and refers the customer on.

Ask the AI a question the way your customers do

For example: "My order still hasn't arrived, what now?" Or book a demo using your store as the example.

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