Where is my order?
The largest single category of contacts in most stores, and the one least worth a person’s time.
For online stores
The questions that stall a basket
A shopper with an unanswered question does not email you. They close the tab, and you never learn what stopped them.
Traffic that browses and leaves, and a support inbox full of "where is my order".
- 8 of 11 jobs on the inbox finish without a person
- Seven days without a card
- Full refund on any plan, 30 days
-
is the tan one still available in a 40
-
Yes, two left in 40. Runs slightly narrow, so if you are between sizes the 41 is the safer pick.
checked live stock, then answered the question behind the question -
and if it doesn’t fit?
-
Fourteen days to return it, unworn, and we send a label. Shall I put the 41 in your basket instead?
quoted your published policy, then closed
Recognise these
The questions you actually get
Not a category list. These are the messages that arrive, and the reason each one is harder than it looks.
Will this fit me?
A sizing question is a purchase decision. Left unanswered it becomes an abandoned basket or a return.
How much is delivery, and when would it arrive?
Two facts that live in two different places, which is why people ask rather than look.
Can I return it if it is wrong?
Asked before buying far more often than after. It is a sales question.
Is this back in stock?
Answerable only against live stock. A cached page turns this into a cancelled order.
What is the difference between these two?
The comparison that decides the basket, and the one a product page never quite answers.
Does my code still work?
Small, constant, and entirely mechanical.
The timing problem
They arrive when you are least able to answer
- The evening
Most shopping happens after work, which is after your support team has finished.
Nobody free - Two days after dispatch
Order-status questions arrive in a wave, whatever the tracking page says.
- Campaign and sale days
Enquiry volume rises with traffic, and the questions get more urgent because the price is about to change.
Nobody free - The season
Peak trading multiplies every category of contact at exactly the moment nobody can be spared to answer.
Nobody free
What it does about it 01 02 03 04
Built around how online stores actually work
Order status answered without opening the admin
The most common message you get, handled in the conversation, so it never becomes a ticket and nobody logs in to look something up.
Answers where the order isRecommendations from live stock
Your catalog syncs rather than being read once, so nothing it recommends has already sold. Suggesting a sold-out item is worse than suggesting nothing.
Your store, connectedThe comparison answered properly
What is the difference, which lasts longer, which suits this. These are answerable from what you already publish, and answering them is the sale.
Finds the right productPhoto search for the thing they cannot name
A customer sends a picture of what they want. The agent finds the nearest thing you stock, which is how people actually shop on Instagram.
Search by photo Before the capability Never Never Never
What it will not do, and why
Every trade has a line an agent must not cross, and the reason is usually law, insurance or a licence rather than good manners. This is configured before anything else.
Invent a delivery date
It repeats the courier’s estimate and says it is an estimate. A date it made up becomes a complaint, a refund request and a review.
Approve a refund or an exchange
That is a commercial judgement with money attached, and it stays yours. The agent captures everything needed so the decision takes a minute rather than an exchange of emails.
Recommend something that has sold out
Selling an item you cannot ship costs you the order and the customer. Live stock is the whole point of syncing the catalog rather than crawling it.
What changes
What comes off the inbox
Every row is a job somebody does today. The bar is counted from the rows, so it says exactly as much as the table does and no more.
8of 11 finish without a person
- 8 end to end
- 3 kept with a person
- Answer where an order has got to Agent, end to end
- Answer sizing, fit and materials Agent, end to end
- Confirm live price and stock Agent, end to end
- Answer delivery cost, area and timing Agent, end to end
- Explain the returns policy before purchase Agent, end to end
- Compare two products for a shopper Agent, end to end
- Take the order in the conversation Agent, end to end
- Find a product from a photo the customer sends Agent, end to end
- Decide a goodwill discount Stays with a person
- Approve a return, refund or exchange Stays with a person
- Handle a damaged or wrong delivery Stays with a person
Where it answers
One agent, the channels you already use
- Website widgetOn the product page, where the hesitation happens.
- Instagram DMWhere the discovery happened, and where the photo arrives.
- WhatsAppThe storefront itself in a great many markets.
- Facebook MessengerStill the default in a lot of South and South East Asia.
- EmailFor the order-status question that arrives as a reply to a dispatch note.
What it plugs into
Connected to what you already run
- ShopifyProducts, variants, prices and stock, synced.
- WooCommerceThe same, for a WordPress store.
- StripeSo the conversation can end in a payment.
- WebhooksPush orders and captured leads wherever you already work.
Everything listed is live today. See the full list.
Sundora 
Glamgrl 
Khaas Food 
Zanduco The setup for this job
Store Agent is this agent, configured
Your CX Agent, set up for a storefront.
An AI agent that knows your live catalog: recommends, answers spec questions, takes the order and tracks it afterwards.
See Store Agent→What it can do for you
Each of these is something a customer of yours gets, rather than a feature you switch on. Where it comes from is marked, so you can see what arrives with the agent and what needs a channel or your store connected.
Comes with your agent
- Finds the right product
product_finderTool call Called on a vague request. It turns an occasion and a budget into a short list from what is actually in stock. Turns "something for a wedding under 8,000" into two or three real options instead of a search result page. - Takes the order
capture_orderTool call Called once the customer has decided. It collects the items, the delivery details and the contact, then writes the order rather than handing over a form. Finishes the sale inside the conversation rather than sending someone to a form they will not fill in. - Answers where the order is
track_orderTool call Called on any "where is it" message. It identifies the order and reports the carrier status rather than guessing a date. Handles the most common message you get without anybody opening the admin panel. - Search by photo
visual_searchTool call Called when an image arrives. It matches the photo against your catalog and returns the nearest thing you sell. A customer sends a picture of what they want and gets the nearest thing you sell.
Comes with your store connected
- Your store, connected
store syncConnection Pulls products, prices and stock on a schedule. The reason an answer about availability is current rather than the state of a page last month. Products, prices and stock stay current, so an answer is never based on a page from last month.
Other trades running this
Before you commit
What people in your trade ask us
We have over a thousand SKUs. Is that a problem?
No. One live store on this runs more than eleven hundred pieces with prices synced, and the size of the catalog is the reason an agent beats a search box rather than a reason against it.
Does it work on Instagram, where most of our messages are?
Yes, as the same agent with the same catalog. A customer who sends a photo in a DM gets the nearest thing you actually stock.
Will it discount to close a sale?
Only if you tell it a discount exists. It will not invent one, and it cannot approve a goodwill gesture. Those stay with you.
What about the customers who write in Bangla or Arabic?
It answers in the language the message arrived in, across 95 or more, with no separate deployment and no translated site.
How long before it is actually useful?
Paste the store URL and it trains on your own catalog and pages. Most stores are answering real questions the same day.
Start with your own website
Paste your URL and OU Chat trains on your own pages, so the first answers it gives are about your business rather than a template. Seven days without a card, $29/mo after that, and a full refund on any plan within 30 days if it is not right.
Build your agent→