Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Front Line
AI Customer Support Agent for Ecommerce & D2C
Order status, returns and sizing questions resolve instantly from your store data, with subscription pause and skip requests handled directly.
Where is my order, can I return this, which size should I get: these questions fill every online store's inbox, and slow answers cost repeat customers. This edition answers them instantly from your live Shopify or WooCommerce data and your approved policies, handles subscription pause, skip and swap requests, and passes exceptions to your team with the full order history.
- Order status, shipping and returns answered from live store data
- Subscription pause, skip and swap requests handled directly
- Exceptions passed to your team with the full order history
$7,400
20–30 working days
Optional maintenance $370/mo
What it is
AI Customer Support Agent for Ecommerce & D2C answers the order-status, shipping, sizing and returns questions that fill a storefront inbox, using your live Shopify or WooCommerce data and approved policies. Subscription-box pause, skip and swap requests are handled directly inside your rules. Exceptions reach a person with the full order history.
Why businesses buy it
For an online brand, support is part of the product. Shoppers who wait a day to hear where their parcel is rarely buy again, and peak seasons bury small teams in tickets. This edition answers the routine questions at any hour from your store data and policies, so your team can focus on the problems that need a person and the customers worth keeping. The scope names the storefront, channels, policies and handoff rules before you order, so you know exactly what it handles.
Problems this solves
Order-status emails swamp the inbox after every sale or launch
The agent answers order-status and shipping questions from live Shopify or WooCommerce data. Customers get a real answer right away, and staff are freed for the trickier cases.
Returns requests are handled differently by each person
Returns and sizing questions are answered from your approved policies through the Ecommerce & D2C workflow templates. Every customer hears the same rules, applied the same way.
Subscribers cancel because pausing or skipping feels like a hassle
Subscription-box pause, skip and swap requests are handled directly inside your rules. Customers who simply need a break can take one in a few messages, without cancelling their subscription outright.
Exceptions reach staff without the order details they need
When a case falls outside the rules, it reaches a person with the full order history attached. Staff can resolve it without asking the customer to repeat anything.
A good fit if
Shoppers keep messaging about where their order is, when a return window closes, or which size runs true, and it slows your team down every day.
You run a subscription box or replenishment product and get a steady stream of pause, skip or swap requests between shipments.
You sell through Shopify or WooCommerce and want order data pulled live into every answer, not a canned response guessing at a delivery date.
You want repeat-purchase and post-purchase questions handled consistently, so your team's time goes to the shoppers who actually need a person.
Not the right fit if
You sell software or a subscription service with no physical shipping involved. See AI Customer Support Agent for SaaS, built around trial, billing and product questions.
You only need simple FAQ answers with no order lookups, refunds or subscription actions. See the base AI Customer Support Agent, which is narrower.
You need coverage for more than one storefront, more than two languages, or marketplace channels beyond your own site. Add a note at checkout for a Change Quote, or use our Custom AI enquiry form.
Most of your questions are about in-store pickup, POS returns or loyalty points across physical locations. See AI Customer Support Agent for Retail, which covers both channels.
How it works
- Your policies and product catalog become its only source. Sizing charts, return windows, subscription terms and FAQs, up to 100 documents, reviewed and approved by your team first.
- Order questions are answered from live store data. Connected to Shopify or WooCommerce, it pulls the actual shipping status, tracking link or return eligibility instead of a generic estimate.
- Subscription actions run inside your approval limits. A pause, skip, swap or cancellation request between billing cycles gets processed directly, logged against the customer's account.
- Returns and exchanges follow your written policy. Eligibility is checked against order date and product type, and a label or store credit is issued only within the limits you set.
- Anything past that hands off with the order attached. A shopper disputing a charge or asking for an exception reaches a person with the full order history already pulled up.
- Before launch, it's tested against 50 scenarios built from your own tickets: sizing questions, delayed shipments, subscription changes, so it proves itself on what your shoppers actually ask.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Admin access to your Shopify or WooCommerce store and helpdesk, sandbox or test orders if available.
- Your sizing guides, shipping policy and return or exchange rules.
- Your subscription-box cadence and what a pause, skip or swap request should do to the next charge.
- Ten real customer messages showing how shoppers actually ask about orders and returns.
- The approver named for refunds or exceptions outside your standard policy.
- Admin access and API keys for every connected system, shared by adding our team as a user or creating a key you control, never by email.
- Your business information (company basics, hours and brand voice), shared during intake.
- One decision-maker who can approve the finished playbook.
- A rough count of your current help articles, FAQs and saved replies, so we can check there is enough source content to answer from.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake verified, catalog and policies agreed.
Weeks 1–2
Knowledge base built, Shopify or WooCommerce connected.
Week 3
Returns, subscription and escalation workflows tested.
Weeks 3–4
50 ecommerce-specific test scenarios run and reviewed with you.
Week 4
Your review and two rounds of changes.
Go-live
Live, recorded handoff session, 30 days of support starts.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $7,400 |
| Express | 15–25 working days | $8,500 |
| Rush | 10–20 working days | $9,600 |
What you receive at handover
- AI Customer Support Agent for Ecommerce & D2C connected to your store and support channel
- An Ecommerce & D2C intent library and workflow templates for orders, shipping, sizing, returns and subscriptions
- Configuration of your approved policies and the rules for subscription changes
- A test report using ecommerce scenarios
- An admin guide and recorded handoff session
- 30 days of post-launch support
Expected benefits and how to measure them
- Can clear routine order questions without staff time
- Helps keep subscribers who only need a short pause
- Makes returns handling consistent
- Tickets resolved without staff
- From helpdesk or agent logs, track the share of order and returns tickets closed without a handoff.
- Pause versus cancel ratio
- Compare subscription pauses and cancellations in your subscription app for matching periods.
- First response time
- Compare helpdesk first response times for four weeks before launch and four weeks after.
Before you start: Export four weeks of tickets by category, plus subscription pauses and cancellations for the same period.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build price is one-time. Running it costs roughly $50 to $250 a month in your own accounts for AI model usage and hosting, on top of your existing Shopify, WooCommerce or helpdesk plan.
AI usage during the build and testing is billed the same way, in your own accounts, so every provider relationship stays yours.
Ask about running costsCustom requirements
If you need a second storefront covered, marketplace channels added, or support in more than one language, add a note at checkout for a written Change Quote. Larger or bespoke projects go through the Custom AI request form instead.
Request a custom versionKeep it running
After launch, monthly maintenance keeps the build current as your business changes. It covers monitoring, fixes, updates, a health report and change hours for things such as a seasonal return policy or a new subscription tier. It starts after the post-launch support period, bills monthly and can be cancelled any month. Unused hours do not roll over.
$370/mo (5% of the build price a month, includes 3 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | A helpdesk AI add-on bills per resolution or seat monthly | A CX agency quotes a staffing retainer | Ours is one fixed price, shown on this page before you buy |
| Order lookups | A generic add-on can't see your store data | An agent copies tracking numbers by hand | Ours pulls live order status directly from your connected store platform |
| Subscription changes | Most add-ons only draft a reply for a person to send | Depends entirely on which agent handles the chat | Ours pauses, skips or swaps inside your rules automatically |
| Delivery | A widget can turn on in a day but needs weeks of tuning | An agency usually takes weeks to hire and train | Ours has a fixed delivery time shown before you buy, with faster options |
Questions about this product
Can AI Customer Support Agent for Ecommerce & D2C check my actual order status, not just give a generic answer?
Yes. It connects to your Shopify or WooCommerce store with read access, so when a shopper asks where their order is, it pulls the real shipping status and tracking link rather than an estimate. If the data isn't there yet, it says so and hands the conversation to a person.
Does AI Customer Support Agent for Ecommerce & D2C handle subscription-box pause and skip requests?
Yes, within the cadence rules you set. A shopper asking to pause, skip or swap before their next shipment gets it processed directly and logged against their account. Requests that fall outside your defined cadence, like cancelling mid-cycle for a refund, route to the approver you name, so nothing changes without a clear record of what happened and when.
How does AI Customer Support Agent for Ecommerce & D2C decide if a return is eligible?
It checks the request against the return window, product type and order date in your written policy, all approved by you before launch. If it's within the rules you set, it processes the return or exchange directly. Anything outside those limits, such as a late request, hands off with the order history attached.
What does AI Customer Support Agent for Ecommerce & D2C cost to run each month?
Roughly $50 to $250 a month in your own accounts for AI model usage and hosting, on top of your existing Shopify, WooCommerce or helpdesk plan. You pay these directly to each provider. Monthly maintenance is optional. It covers monitoring, fixes, a monthly health report and change hours for things like a seasonal return policy or a new subscription tier.
How fast can AI Customer Support Agent for Ecommerce & D2C go live?
Delivery follows the fixed timeline shown in the delivery panel, counted from a verified intake. Express and rush options are available for a fee. The clock starts once your store access, policies and sample conversations are confirmed, so sharing them early, ideally before a busy season, keeps the build on schedule.
Can AI Customer Support Agent for Ecommerce & D2C answer sizing and fit questions from our own charts?
Yes, from the sizing guides and product details you approve as part of its knowledge base. It matches a shopper's question against your actual charts rather than guessing, and if a specific product isn't covered in what you've provided, it says so instead of improvising an answer, which keeps sizing advice consistent across every product line you sell.
Is customer order and payment data handled securely by AI Customer Support Agent for Ecommerce & D2C?
Yes. Every store and helpdesk credential is shared by adding our team as a user or creating a key you control, never sent by email, and it only reads or writes within the access limits your playbook defines. Order history and conversation transcripts stay stored in your own Shopify, WooCommerce and helpdesk accounts, not with us.
Guides on this topic
All guides Let order and subscription questions answer themselves.
Order the AI Customer Support Agent for Ecommerce & D2C and answer every order question while the shopper is still interested. Store, policies and handoffs are agreed in writing.
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