Client case study · E-commerce support
E-commerce Support Agent That Answers Order and Refund Emails
Answers order, tracking, refund and subscription emails for several online stores, each under its own store policy, and passes the exceptions to a person.
The problem
An operator running several online stores was answering the same order, tracking, refund, cancellation and subscription emails by hand, under policies that differ from store to store.
What was built
An email support agent that reads each store’s inbox, works out what the customer needs, looks up the order and the shipment, and answers under that store’s own policy. Anything outside policy goes to a person with the context attached.
Results
- Order, tracking, refund, cancellation and subscription emails answered across the store portfolio, each under its own store policy.
- Exceptions never get an automatic reply: they reach a person with the order and the conversation attached.
- Every prompt or model change is tested against a set of sample support emails before it ships.