AI customer service for e-commerce — WISMO, returns, exchanges. 24/7. Across voice, chat, email, SMS.
“Where is my order?” requests can consume a meaningful share of e-commerce support time, but exceptions still require careful handling. Claire answers order status, processes returns, handles exchanges, and routes the rest. Connections to commerce and support systems require API and account validation.
- Answers WISMO ("where is my order") instantly
- Processes returns + exchanges by policy
- Voice + chat + email + SMS from one platform
- Commerce platform access evaluated per customer
- Integrates with Klaviyo, Gorgias, Zendesk, Postscript
- English + Spanish + French + German + 80 more
See Claire on your support volume.
30 minutes. Real ticket types. Real deflection numbers.
Most of e-commerce support is automation that did not happen yet
60–70% of support volume is the same 5 questions. You should not be paying humans to answer them.
"Where is my order?" is the highest-volume, lowest-empathy-needed query. Claire handles all of it.
For high-volume brands, support is a 7-figure line. Claire is a fraction.
Customers expect responses in minutes. Most brands deliver hours. Claire is instant.
Connect the customer conversation to the people handling the order.
“Tracking says delivered, but it is not here.” “I received the wrong size.” “I need to change the address before this ships.” These are different workflows. Claire can identify the customer and order, retrieve permitted fulfillment and carrier context, check the brand’s policy, complete an authorized action, wait for an external update, and bring in a support specialist when judgment or an exception is required.
Where is my order?
Distinguish in-transit, delayed, delivered-not-received, returned-to-sender, split shipment, and preorder states before deciding what information or action is permitted.
Returns and exchanges
Check item, order date, condition, final-sale status, return window, exchange inventory, and refund method. Escalate damaged, disputed, or policy-exception requests.
Order changes
Determine whether fulfillment has started, validate the requested address or item change, and prevent the workflow from promising a modification the warehouse can no longer make.
Human support
Give the agent the conversation, order context, policy result, actions attempted, and exact unresolved decision so the customer does not need to start again.
Implementation should begin with the intents that have clear rules and reliable system data. Define the source of truth for order, fulfillment, carrier, return, refund, and subscription status; decide which actions Claire may execute; and name the queue that owns every exception. Test partial shipments, duplicate orders, stale tracking, promotional items, international returns, payment disputes, unavailable exchange stock, and system outages before increasing automation.
Measure the workflow by completed customer outcomes, not by how many messages the AI produced. Useful operating measures include correct order identification, policy-consistent action, clean handoff rate, time to owned next step, repeat contacts for the same issue, and the percentage of exceptions that arrive with enough context for a support specialist to decide.
The customer should always know what happened next: information provided, action completed, request awaiting approval, carrier or warehouse follow-up pending, or support specialist now responsible. Clear state and ownership prevent an automated conversation from becoming another unresolved ticket.
How Claire works in e-commerce
Order-aware. Policy-respecting. Channel-agnostic.
Identifies + retrieves
Customer arrives via voice, chat, email, or SMS. Claire identifies them by order + email + phone, retrieves their record.
Resolves in-channel
Order status, return initiation, exchange, refund eligibility, account question — resolved without ticket escalation.
Escalates correctly
Damage claims, chargebacks, policy exceptions, VIP-tier escalations — routed to your support team with full context.
What Claire handles for e-commerce
WISMO (order status)
Real-time carrier tracking. Delivery exception handling. Re-ship policy enforcement.
Returns + exchanges
Eligibility check, RMA generation, return label dispatch, exchange swap. By your policy.
Refund handling
Refund eligibility, payment method routing, partial-refund logic, store credit issuance.
Subscription management
Pause, skip, swap, cancel — by your subscription policy. Klaviyo / Recharge / Loop synced.
Pre-purchase questions
Sizing, availability, shipping cost, delivery date. With your inventory and rates.
After-hours + global support
24/7 across all channels. Native in the language your customer prefers.
PCI-aware. Privacy-respecting. Voice + chat + email + SMS.
Privacy requirements validated per deployment. Payment-data boundaries validated per deployment. Designed for operational review for every interaction.
Frequently asked questions
See Claire resolve an order exception.
Bring one high-volume request, your policy, and the systems your support team uses.