Orders, returns and deliveries, handled before the queue forms.
Order status, returns, delivery changes and win-back calls handled in the customer’s own language, reading your live order data and writing each change back as it is made.
Calls become unresolved work. In retail, it sounds like this.
Most of our calls are ‘where is my order?’, and every one of them ties up a person.
Sale weekend, and the returns line is jammed. By Monday the angry reviews are up.
We know which customers went quiet, but nobody has time to call them back.
Six jobs, inbound and outbound, finished end to end.
Not a menu of features. Pick a job and hear that exact call run just below.
Listen to how it handles the call, line by line.
Customer care · Inbound · 1:44 · redelivery booked. Scroll and watch what the agent says, what it does in your systems while it says it, and what happens when a person is needed.
Hi, my order was meant to arrive today and nothing’s turned up.
Every action lands as it is said.
Retail & Ecommerce: the same call, seen from your systems. Nothing is typed up afterwards.
- Order found · courier status readRead from the order system and the carrier’s live status.0:35
- Address changedChanged in the order system and passed to the carrier before the next route is built.1:09
- Redelivery booked · tracking sent · credit appliedCredit applied inside the limit you set. Anything bigger asks your team first.1:44
0 of 3 actions written
The call ends. The matter doesn’t.
A delivery problem rarely ends on the call. The same agent keeps the customer informed, takes the return, and brings them back, always from the live order.
A tracking link that stays true.
The message is rebuilt from the carrier’s status before every update, so it never promises a slot the route can’t serve.
Your order is booked for redelivery tomorrow, 10:00 to 14:00, to the office address. Track it here: [link]. I’ll message you if the courier’s slot changes.
Carrier re-checked before every update
The label and the policy, as the exact documents.
A prepaid label and the current returns policy go out as approved files, and the refund starts on the carrier’s first scan.
From Your business
Your return: label and next steps
Here is your prepaid return label. Drop the parcel at any collection point; your refund starts the day it’s scanned.
Return label.pdfRefund starts at first carrier scan
A win-back message a customer can reply to.
The jacket they looked at is back in their size. They answer in the thread and the order is drafted for them.
Hi Sophie, the jacket you looked at is back in your size. Want me to hold it?
Yes please, ship it Friday.
Order drafted · secure payment link sent
- 08:10 · Call · Customer asks where yesterday’s order is. Found, carrier status read, tracking link sent before the shop opens. Resolved by the agent. After hours.
- 08:55 · WhatsApp · Return request with photos of a damaged item. Eligible under policy; replacement started, label sent. Resolved by the agent. After hours.
- 09:40 · Call · Address change before dispatch. Changed in the order system while the parcel is still in the warehouse. Resolved by the agent.
- 10:30 · Call · Failed payments reached by phone. Secure links sent to each; two paid before the call ended. Resolved by the agent.
- 11:20 · Call · Refund above the agent’s limit. Case recorded, customer told exactly what happens next. Handed to the team: Care lead callback · 12:00.
- 12:15 · SMS · Delivery window message. Rebuilt from the carrier’s feed, so it matches the route. Resolved by the agent.
- 13:30 · Call · Sizing and stock question. Answered from the catalogue; the out-of-stock size swapped for one in stock. Resolved by the agent.
- 14:45 · Call · Win-back calls to lapsed customers. One order taken on the call, others sent a link, opt-outs honoured. Resolved by the agent.
- 16:10 · Email · Reply to the return label email. Understood, answered in the same thread with the nearest drop-off point. Resolved by the agent.
- 17:35 · Call · Gift order: change the card message and the date. Both updated before dispatch. Resolved by the agent.
- 18:25 · Call · After hours: order status check. Answered in seconds, no ticket needed. Resolved by the agent. After hours.
- 20:50 · WhatsApp · Voice note about a wrong item. Understood and answered in writing, with a replacement offered inside policy. Resolved by the agent. After hours.
- 21:35 · Call · Customer sees an order they didn’t place. Treated as a possible fraud: order held, details taken. Handed to the team: Fraud team · 08:30. After hours.
Works inside what your team already runs.
Your calendar, CRM and records stay the source of truth. The agent reads them and writes back during the call, so nothing is retyped.
All integrations
What changes for your team from the first week.
Status calls disappear
‘Where is my order?’ is answered in seconds with the true carrier status, and the tracking link is already in their hand.
Returns stay inside policy
Eligibility, labels and refunds follow your rules every time, with exceptions asked for rather than improvised.
Lapsed customers hear from you
Win-back and payment-recovery calls run in calling windows, and every outcome lands in the CRM.
Built from the sample day on this page. Illustrative, not a measurement.
What buyers ask before they go live.
Something specific to your operation? Talk to the team or start a free trial.
Within the approval limits you set. Above them it asks your team for a one-tap approval, then tells the customer what was decided.
Related industries, same engine, different front desk.
Logistics & Delivery
Where-is-my-order, redelivery and driver coordination at peak volume.
See the agent
Restaurants & Events
Tables, private events and catering enquiries answered during the dinner rush.
See the agent
Collections & Receivables
Respectful reminders, payment plans and promise-to-pay tracking within the rules.
See the agentHear it run one of your calls.
Call the agent yourself, start a free trial, or bring us your hardest workflow. Most teams are live in days.
