AI for online stores: answer order, return and sizing questions in the chat
For an online shop, the same questions come in every day: where is my order, how do I return this, does it run small. They come through Instagram DMs and WhatsApp as often as email. An AI agent connected to your order data can answer them in seconds and leave refunds and disputes to your team.
What customers ask
These are the messages online stores get most. An agent answers them from the notes you give it.
- Where's my order? It was due yesterday.
- How do I return this?
- Does this run small?
- Can I change my delivery address?
- Do you ship to Canada?
An example conversation
This illustration shows a full conversation on Instagram. Names and details are examples.
| Who | Message |
|---|---|
| Sam | Hi! Where’s my order? It was due yesterday. |
| AI agent | Sorry for the wait, Sam. Order #4821 is out for delivery and should arrive by 6pm today. Here is your tracking link. |
| Sam | Great, thanks. How do I return the blue one? |
| AI agent | You have 30 days. Reply RETURN and I’ll send a free label, or drop it at any of our stores. |
Outcome: ticket closed. Delivery tracked and return sorted, no staff needed.
What the agent handles, and what goes to your team
Order and return questions repeat constantly and usually come from existing customers. An agent connected to your store and shipping data can answer them in the chat and pass refunds or disputes to your team. Spaces handles reading and replying. Your agent brings the order data.
The agent can handle:
- Order status and tracking links, if your agent can reach your store data
- Return and exchange steps from your policy
- Sizing and fit questions from your size guide
- Delivery times and shipping countries
It should pass these to a person, and then stay out of the chat:
- Refunds above a limit you set, and payment disputes
- Damaged or missing items that need a decision
- Complaints and anything about a chargeback
Which channels to connect
Shoppers message stores on Instagram and WhatsApp, and email is still where many order questions land. One agent can answer all three with the same answers.
Set it up in four steps
- Give your agent your shipping, returns and size information.
- Connect your store or order data to your agent, so it can look up an order.
- Connect the Instagram, WhatsApp and email accounts customers write to.
- Set the refund and dispute hand-over, and review the first week.
Who you message
Pricing
FAQ
Does Spaces connect to my store platform?
Spaces doesn't connect to store platforms itself. Your agent can use its own tools for order data and use Spaces to reply to the customer.
Can we send abandoned-cart messages?
Not to people who haven't asked to hear from you. Spaces is for conversations people expect.
Can it send abandoned-cart messages?
Spaces is for conversations people start with you, and people who expect to hear from you. It refuses the same cold message sent to many people.