Industries · E-commerce
Support that already knows the order
Most of a store’s queue is where-is-my-order, returns, and refunds — and the answers live in your order system and Stripe, not in the ticket. Airclou Helpdesk drafts replies grounded in the live order, executes the routine refund work, and parks anything irreversible for your approval.
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How it works
A refund ticket, start to finish
From the customer's email to the refund landing — grounded at every step, gated where money moves.
Ticket arrives
Storefront chat, email, or help center — one queue.
Order resolved
Items, payment, delivery state — live from your systems.
Reply drafted
Grounded in your policies and the live order.
Gated
Refunds and reships wait for your click.
ApprovalsResolved
Sent, executed, and logged — before the queue backs up.
Built for e-commerce
The order context is in the ticket, not in six tabs
Your team stops re-assembling each customer from Stripe, the order admin, and the carrier portal. The helpdesk does the lookup, drafts from the facts, and acts within rules you set.
Replies drafted from the live order
When a customer writes, the draft is already there — grounded in your policies and their actual order: items, payment state, delivery status, pulled live from Stripe and your own APIs. Where-is-my-order gets a real answer, not a template. Your team verifies in a glance and sends.
- Order panel fetched from the system of record, never guessed
- Every draft cites its sources — policies and order data
- Low-confidence drafts are flagged, never auto-sent
Refunds and reships, executed — not just suggested
The AI agent verifies the damaged item against the order and prepares the partial refund; anything touching money parks at an approval gate with the verified details in front of you. One click to approve, and it runs.
- Auto-approval envelopes by action type and amount
- Idempotent execution — a retry can never double-refund
- Every action logged with who approved it and why
Peak season doesn’t bury your queue
Plain-language rules fast-lane what matters — a delayed $400 order jumps ahead of a sizing question — and SLA targets watch every ticket and warn before a response slips, not after. Volume spikes stop turning into hiring spikes.
- Route by topic and order value, escalate shipping delays
- Rules you can read — when, and, then — no consultant
- Escalations fire while there is still time to act
Picked for e-commerce
The three capabilities stores pick us for
Chat, email, knowledgebase, automation, and reporting all come standard — the full tour is on the product page. These are the pieces an online store leans on hardest.
Live chat on your storefront
A fast, on-brand widget where shoppers hit the problem — AI answers from your policies and the live order instantly, hands off to a person the moment it should.
Explore HelpdeskRouting and SLAs for peak volume
Rules that triage by topic and order value, with breach warnings before a promised response time slips — even in the middle of a sale.
Watch the demosStripe & your own order APIs
The order panel and every AI action are grounded in your systems of record — connected in read-only terms you control.
How your data is handledCommon questions
What e-commerce teams ask us first
Can it actually see our orders and payments?
Yes. Connect Stripe and your own order APIs, and the account panel next to every ticket shows the live order — items, payment state, delivery status — fetched from the system of record, never inferred from the conversation. Drafts and refunds are grounded in that data.
What happens during peak season?
The repetitive wave — where-is-my-order, return requests, refund asks — gets answered from the live order the moment it arrives, so volume spikes don’t translate into hiring spikes. Plain-language rules fast-lane what matters (high-value orders, shipping delays), and SLA targets warn before a response slips, not after.
Is it safe to let the AI issue refunds?
You set the boundaries per action. Auto-approval envelopes define what the AI agent may do alone — capped by action type and amount, say refunds under $20 — and everything outside them parks at an approval gate with the verified order in front of you. Execution is idempotent, so a retry can never double-refund, and every action is logged with who approved it.
We run support out of Gorgias or Zendesk today — how do we evaluate?
Run Airclou alongside it. Forward a slice of your support address, connect Stripe and your order data in read-only terms you control, and judge the drafts against two weeks of your real queue — no cutover, no risk to your current setup.
Get started
Order tickets, resolved before the queue backs up
Connect your support address, Stripe, and your order data, import your policies, and judge the drafts on your own tickets — while whatever you use today keeps running.
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