AI agent for retail and e-commerce: customer questions, returns and product descriptions
The agent takes over the work that repeats in a shop every day: it tells customers where their order is, prepares return instructions under your terms, drafts product descriptions from supplier data and prepares a morning check of stock and prices. Refunds, complaints and prices stay with you.
Author: Žiga Flis ·
Where the hours go
In an online shop most customer questions repeat: where is my order, when does the parcel arrive, how do I return an item. Someone reads every question, finds the order in the shop, checks the tracking with the carrier and writes a reply. For returns someone checks the deadline and the conditions and sends the customer the instructions. When a supplier sends new products, someone re-types the Excel data into descriptions. In the morning someone checks what is running out and where prices do not match.
None of this is hard, yet together it takes a large part of the day of whoever looks after customers. What that means in hours for your shop you calculate yourself in the savings calculator.
What the agent takes over and where it stops
Below are the four processes we most often suggest to shops. Each one shows what triggers it, what the agent does, what stays with a person and where the agent stops. In the analysis we pick the one you start with. During the pilot the agent first works in suggestion mode: a person reviews every reply to a customer before the agent sends it.
- 01
Customer questions about an order
Trigger: A customer asks a question by email or on WhatsApp.
- Takes over
- Checks the order status in the shop (Shopify, WooCommerce or Shopamine) and the tracking with the carrier (Pošta Slovenije, GLS, DPD). It answers status questions itself and drafts everything else.
- Stays with a person
- A person handles complaints and compensation claims.
- Stops at
- The agent never promises a delivery the carrier's data does not confirm.
Integrations:- Shopify, WooCommerce or Shopamine
- Outlook or Gmail
- WhatsApp Business
- 02
Returns and complaints
Trigger: A customer submits a return or a complaint.
- Takes over
- Checks the withdrawal period (14 days for distance sales) and the conditions in your terms of sale, prepares the return instructions and form for the customer and opens a record in the spreadsheet.
- Stays with a person
- The person responsible in the shop approves the refund.
- Stops at
- The agent never refunds money and never approves a return outside the terms.
Integrations:- Shop (Shopify or WooCommerce)
- Excel
- 03
Product descriptions from supplier data
Trigger: A supplier sends new items in an Excel file.
- Takes over
- Drafts a description in your template, fills in the attributes and category and flags the data that is missing.
- Stays with a person
- The shop editor reviews the description and publishes it.
- Stops at
- The agent publishes nothing in the shop.
Integrations:- Excel
- Shop (Shopify or WooCommerce)
- 04
Daily stock and price check
Trigger: The morning export of stock and prices from the shop.
- Takes over
- Finds items below minimum stock and price mismatches and sends a short report by email.
- Stays with a person
- The shop manager decides on a supplier order or a price change.
- Stops at
- The agent does not change prices and does not order goods.
Integrations:- Shop (export)
- Excel
Where the agent works: Email, WhatsApp Business, Dashboard. How the channels work.
Which tools we connect
The agent works in the tools the shop already uses: a shop on Shopify, WooCommerce or Shopamine, Outlook or Gmail, WhatsApp Business and Excel. It reads shipment status from the tracking of Pošta Slovenije, GLS or DPD. If the shop has no suitable interface, we connect through a data export. The base package includes up to two integrations; if the process needs a third, the analysis says so, with a price.
For WhatsApp we use the official business API, and only where your customers really write on WhatsApp.
How it runs for you
On a free 30-minute call we pick the process, for example order status questions. The analysis takes one week and costs 490 €, which is deducted from the agent's price. Then comes a pilot on your messages in suggestion mode (2–3 weeks), followed by production and handover in weeks 4 to 5, with documentation and a repository that sits in your organisation from the start. Maintenance from 190 € per month is optional. After any phase you can stop and pay only for completed phases. The full process and pricing are on the main page.
What we do not promise
- Hours or money saved. You estimate that yourself in the calculator, and the pilot then counts the cases actually handled and the exceptions.
- Refunds or compensation. The agent prepares the record and the instructions; a person refunds money and decides on compensation.
- Delivery dates. The agent tells the customer only what the carrier's data shows.
- Publishing without review. Product descriptions are drafts; your editor publishes them in the shop.
An automation blueprint for your process
Pick your sector and describe a repetitive task in two to four sentences (up to 700 characters). Claude suggests three ideas in a few seconds: the first in full, the other two by email. No savings figures; we estimate those on the intro call.
Suggestions are written by AI (Claude by Anthropic) and pass an automatic filter before display, not a human review. Your inputs are processed by Anthropic (USA), without your email; see the privacy policy.
Frequently asked questions
Does the agent reply to customers on its own?
Only to questions about order status, and only under the rules set in the analysis. Every other reply is a draft that a person reviews and sends.
Which shop platforms do you support?
Shopify and WooCommerce are connected directly. Other shops are connected through a data export or through an API where one exists; the analysis states which route we take.
What about customers' personal data?
The agent processes only the fields the process really needs, for example the order number and contact. A cloud model is used through the business API, and processing is covered by a data processing agreement.
Other industries
Back to Business process automation: process, channels, ownership and FAQs.
Savings calculator: what the process is worth in hours and euros, from your own numbers.
Ta stran v slovenščini: Trgovina in e-trgovina.
A 490 € analysis, credited to an agent from 4,900 €.
On a 30-minute call we pick the process. Within a week you get a written analysis and a fixed-price offer, or an honest answer that an agent is not (yet) worth it. Prices are final; the provider is not VAT-registered.