Customer support automation
Order status, returns and exchanges handled without a support agent
Three quarters of support tickets were about order status, returns or exchanges, and the queue doubled every sale. We automated those tickets end to end, connecting the help desk, Shopify and the carriers, and left agents with the conversations that need a person.
- Client
- Shopify D2C apparel brand
- Region
- Australia
- Scale
- 25 to 40 employees
- Timeline
- 5 weeks
Representative engagement. Client details are anonymised and figures reflect typical outcomes from comparable deployments.
What the client got
0%
Tickets resolved with no agent
Status, returns and exchanges handled end to end.
0 hrs
Median resolution time
Down from two days during sale periods.
0%
Fewer chargebacks
Customers get answers before they call their bank.
The bottlenecks
Bottleneck 1
Where is my order dominated the queue
Agents looked up tracking and pasted it into replies hundreds of times a day.
Bottleneck 2
Returns were a multi-step manual process
Check eligibility, generate a label, update the order, confirm receipt, issue the refund. Each step was a different tab.
Bottleneck 3
Sale periods broke the team
Ticket volume tripled during promotions, response times slipped to days, and chargebacks followed.
What we built
Step 1
Intent detection and order matching
Every ticket is classified and matched to the customer's order in Shopify automatically.
Step 2
Order status answers from carrier data
Status tickets are answered with live tracking, estimated delivery and proactive notices if a parcel is delayed, with no agent involved.
Step 3
Self-service returns and exchanges
Eligible customers receive a return or exchange flow: reason, label, and for exchanges a new order created on receipt. Refunds issue automatically when the warehouse scans the parcel.
Step 4
Exceptions to agents, with context
Damaged items, policy exceptions and upset customers reach an agent with the order, history and a suggested resolution.
The automation workflow
Support ticket automation flow
Ticket to resolution, agent only on exceptions
Questions clients ask about this engagement
What if the return policy has exceptions?
Eligibility rules are encoded exactly as the policy is written. Anything outside them goes to an agent with a recommendation.
Does it work with Gorgias or Zendesk?
Both, plus Freshdesk and Shopify Inbox. The help desk stays the agent's workspace; automation happens around it.
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Have a similar bottleneck?
Tell us how the work happens today. We will show you the workflow we would build and prototype it on your own process.