Ecommerce customer service automation with AI: where is my order, answered instantly
Most support messages are where is my order, and each answer means opening three systems. On promotion dates the queue explodes and the customer complains on the marketplace. A carrier delay is only discovered when the customer complains.
Order tracking with AI, step by step
Order found at once
The agent identifies the customer, finds the order in the platform or ERP and checks the carrier's tracking to give the real status.
A notice before the complaint
Pulse follows deliveries in progress and, when an order runs late, the agent tells the customer the new date before they have to ask.
Exchanges and returns
The agent explains the policy, generates the return label and opens the process. Refunds and exceptions go through the team's approval.
Marketplaces too
Questions and complaints from marketplaces enter the same flow, with each channel's reply deadlines tracked by the SLA.
Less repetitive work. More control.
- A smaller after-purchase queue, even during promotions
- Customers told about a delay before they complain
- Marketplace reputation protected
- A team focused on exchanges and complex cases
Systems used in this solution
Ready-made AI teams for this work
WhatsApp customer service
Customers write at 11 p.m. and on Sundays. This team replies in seconds, with your prices and policies, and calls a person when it should.
Help desk support team
It reads each ticket, finds the answer in your docs and past replies, and drafts a response your agents can send or improve.
AI phone receptionist
It answers the phone, books the visit in your calendar and sends your team a short note about every call.
Clinic scheduling team
Patients book and confirm on WhatsApp, reminders go out on time, and cancelled slots are offered to the next patient on the list.
Online store support team
It looks up the real order in Shopify or WooCommerce and answers tracking, return and exchange questions in seconds.
Customer success team
It reads usage, tickets and CRM notes every week and tells your team which accounts need a call, and why.
Questions about order tracking with AI
Does it integrate with my ecommerce platform?
Yes, with VTEX, Shopify, Nuvemshop and others, as well as ERPs such as Bling and TOTVS and the main carriers. VTEX, Nuvemshop and Bling are Brazilian.
Does the agent answer on Mercado Livre?
Yes. Marketplace questions and messages enter the flow, with each channel's rules respected. Mercado Livre is called Mercado Libre outside Brazil.
Can the AI approve a refund?
Only if you allow it, and within limits. The default is for the agent to prepare the case and a person to approve the refund.
How is the buyer's data protected?
The agent confirms identity before showing order data and every access is recorded, in line with data-protection rules such as Brazil's LGPD.
