Answer questions about order status, shipping and returns in the chat

In Shopware shops, the bot asks for the order number and looks up the status directly. The customer gets the answer right away, and your team never receives the email. The bot needs nothing more than the order number. Nobody has to type their date of birth or address into the chat.

This lookup is currently only available for Shopware. In Shopify and other shops, the bot answers general questions about shipping and returns and passes questions about individual orders to your team.

Delivery times, shipping costs, delivery countries, return period, return label: the bot takes these answers from your shipping page, your returns policy or question-and-answer pairs you create.

It's worth taking a critical look first. Does the returns page say the same as your terms and conditions and the leaflet in the parcel? If not, customers get different answers depending on which source the bot finds more relevant.

If delivery times change, for example before Christmas, update the text on your shipping page. With automatic re-crawling, the bot then answers with the new information.

A parcel that tracking says was delivered but never arrived. Goods that arrived damaged. A goodwill request. The bot shouldn't argue these away. It hands over to your team, who see the whole conversation including the order number in the inbox.

The bot can't change or cancel orders or correct an address. That comes to you too, with all the details the customer has already given.

Wilesco connected the bot to its Shopware shop. It looks up order status itself and passes special cases to the team. With 1,240 conversations a week, order status queries have dropped by 82% since. How much it changes for you depends on your shop, your range and the kinds of questions you get.