Find the right order
Collect the information needed to identify the shopper’s order before sharing order-specific details. Answer delivery questions using the information available from the connected store and shipping workflow.
E-commerce
Keep orders moving. Keep shoppers informed.
Turn order questions, delivery updates and return requests into connected support workflows, with your store policies guiding the next step.
Support does not stop at an answer
A shopper asking where a parcel is needs the right order and tracking details. Someone requesting a return needs a clear next step for the item they bought. Chad connects the conversation to supported commerce tools so your team can spend more time on exceptions and customer relationships.
Workflows for e-commerce
Guide a return request
Identify the items, collect missing details and check the configured return policy. Keep eligibility decisions tied to the order and policy instead of offering the same resolution to every shopper.
Bring a person into the exception
Escalate situations that need your team’s judgment, such as a policy exception or an unresolved delivery issue. Define what the agent can do and when the support team takes over.
Connect the tools behind the conversation
Shopify provides the commerce connection. Depending on your setup, the integration directory also includes helpdesks such as Zendesk and Gorgias, returns tools such as Loop and Happy Returns, and AfterShip for shipping workflows. Confirm the actions available for each connection during setup.
Explore supported integrationsPlan your first workflow
Bring your shipping and returns policies, product information, order-identification requirements and examples of difficult tickets. Test a normal order question, an eligible return and a policy exception before expanding the rollout.
A retailer’s experience
Read customer experiences“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.”
Questions from e-commerce teams
Can Chad approve every refund automatically?
Refund and return actions depend on the connected tools, permissions and configured policies. Agree on the allowed actions and escalation rules; an exception should go to the team that can authorize it.
Will this replace our helpdesk?
Chad can work alongside a supported helpdesk. Review how conversations, updates and handoffs fit your existing support process rather than assuming you need to replace it.
How should we measure the rollout?
Compare response times, repeat contacts and the share of conversations that require staff with your own baseline. Review resolution quality as well as volume.
Put the workflow into practice
Bring us a real customer conversation.
We’ll walk through the workflow, connected tools and handoffs with your team.