AI Chatbot for Ecommerce
On an ecommerce store, one question dominates everything else: where is my order. A chatbot that cannot answer it from real data is decoration, however well it discusses your returns policy.
Discuss your projectOrder status is the product
Across most stores, order and delivery enquiries are the largest single category of contact by a wide margin. They are also the most mechanical: the customer wants a fact your systems already hold, and the only reason a human is involved is that the customer could not find it themselves.
So the first thing we build is identification and lookup. The customer gives an order number or an email address, the bot verifies them against your store, and answers with the actual status and tracking position — not a link to a tracking page, but the current state in plain words, with the carrier's own status read in. That alone typically absorbs the bulk of chat volume.
The identification step deserves care. An order number plus an email that matches the order is a reasonable bar for showing delivery status. We would not show full address or payment detail on that basis, because an order number is not a secret, and the design should assume someone will try another customer's number.
What it handles
Where is my order
Real status and tracking, including the awkward cases: part-shipped, delayed, delivered but not found, and returned to sender.
Returns and exchanges
Eligibility checked against your policy and the order date, then the return actually started — label issued, RMA created — rather than the customer being told to email someone.
Product questions
Answered from your product data and descriptions: materials, dimensions, compatibility, care. Grounded in your content, so it does not invent a specification.
Sizing
From your own size guides and, where you have the data, from return reasons — a line that is consistently returned as too small is useful information to give the next customer.
Stock and restocking
Live availability, including per location where that affects delivery, and notification capture for out-of-stock lines.
Order changes
Address correction or cancellation where your fulfilment window still allows it, which depends on your warehouse timing rather than on policy alone.
Discounts and promotions
Why a code did not apply, which is a frequent and easily answered source of abandoned checkouts.
Handoff
To a person immediately on request, and by rule for damage claims, complaints and anything involving a refund decision.
What it connects to
- Shopify, WooCommerce, BigCommerce, Magento, or your own store — for orders, products, inventory and customers.
- Carrier tracking, so status is the carrier's current position rather than the last update your store recorded.
- Your returns platform, such as Loop or Returnly, so a return is created rather than described.
- Your helpdesk, so escalations arrive with the conversation and the order already attached.
- Your CRM or email platform, for the conversations that are pre-sales rather than support.
Common questions
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