Order lookup & tracking
Authenticates shoppers, retrieves live order status from Shopify, and provides real-time carrier tracking details for shipment inquiries.
Customer Case Study · E-commerce
How All Citizens cut support load in half and scaled lean.
Direct-to-consumer apparel brand All Citizens deployed Chad to automate frontline support, validate complex return rules, and keep operations profitable without expanding support headcount.
50%
Overnight ticket reduction reported by Daniel C.
Automated
Order and policy checks on return requests
Lean
Profitable scaling without increasing support headcount
The starting problem: high-volume tickets and manual policy checks
As All Citizens expanded rapidly as a direct-to-consumer performance menswear brand, customer service volume surged. Frontline support agents faced thousands of recurring inquiries each month: "Where is my order?", address updates, sizing consultations, and return requests.
All Citizens provides a customer-friendly return policy, including first-pair guarantees and category-specific return eligibility. However, evaluating each request manually required agents to cross-reference multiple Shopify stores, inspect order histories, verify tracking records, and ensure items adhered to specific policy rules. During peak retail seasons, the manual workload created ticket backlogs and threatened to inflate operational overhead.
The deployed workflow: autonomous resolution with policy-engine checks
Chad deployed an operational AI support agent connected directly to All Citizens' storefronts and customer communication channels. The workflow resolves routine inquiries end-to-end without requiring human intervention:
Returns & exchange evaluation
Enforces All Citizens' store policies deterministically, checking item categories, trial guarantees, and return windows before approving requests.
Clean human escalation
Flags policy edge cases, damaged deliveries, and complex inquiries to human support staff in Gorgias with full context and order history.
Implementation: engineering-led rollout and deterministic guardrails
Chad's engineering team handled the entire deployment white-glove, eliminating technical lift for the All Citizens team:
- Policy digitization: Mapped All Citizens' return rules, first-pair guarantee conditions, and product category constraints into Chad's deterministic policy engine.
- Multi-store integration: Connected Chad to All Citizens' US, international, and Canadian Shopify storefronts, enabling unified customer lookup across regions.
- Warehouse & reverse logistics: Integrated Return Helper for automated return label generation and nearest-warehouse routing.
- Sandbox verification: Evaluated hundreds of historical support tickets in staging before activating autonomous replies in production.
Connected integrations
Chad operates natively inside All Citizens' existing tech stack:
Shopify
Real-time order verification, line-item metadata, fulfillment status, and customer purchase history across storefronts.
Gorgias
Helpdesk integration for conversation threading, macro execution, ticket tagging, and smooth agent handoffs.
Return Helper
Automated return authorization, label creation, and return logistics coordination.
Verified outcome
“Literally half our ticket load disappeared overnight, and another large portion is being handled by Chad’s automated checks. Chad is the major reason why we’re incredibly lean and profitable.”
By automating first-response resolution and policy validation, All Citizens maintained exceptional response times during order surges while keeping their core operational team lean.
Related workflows and industries
- Explore the e-commerce industry workflow: AI support for e-commerce brands
- Learn about frontline resolution: Customer support automation
- Learn about automated returns: Order & returns automation
Read more customer stories: Yong Brother Renovation case study or PINX Catering case study.
Ready to automate your frontline support?
We’ll review your support volume, return policies, and existing tools to design a tailored automation plan.