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E-commerce & DTC WISMO & Returns Shopify Native

Order Support
AI Agent Template

Autonomously resolves 80%+ of post-purchase customer inquiries. Connects directly to Shopify, WooCommerce, ShipStation, and FedEx/UPS/DHL to give instant tracking updates, process self-service return labels, correct shipping addresses pre-fulfillment, and handle damaged parcel claims.

Template Specifications

Primary RoleWISMO, Returns, Address Updates & Refunds
Resolution Speed< 1.5 seconds per inquiry
First Contact Resolution84.2% automated closure
E-comm PlatformsShopify Plus, WooCommerce, BigCommerce, Magento
Shipping CarriersFedEx, UPS, USPS, DHL, AfterShip, Loop Returns
Support Ticket Deflection65% reduction in Gorgias/Zendesk tickets

Interactive Sandbox

Live E-commerce Support & WISMO Simulator

Click an order question to see the AI agent verify customer identity, query carrier APIs, and execute store actions in real time.

Rhino Store Assistant (Order #SH-4892 - Alex Rivera)
Shopify API Connected
AI
Store Support Bot • 2:45 PM
Hi Alex! Welcome back to Aura Athletics. I can see your recent order #SH-4892. How can I help with your order today?

Live Shopify & Carrier API Payload

{ "status": "connected", "store": "Aura Athletics", "order_id": "SH-4892", "customer": "Alex Rivera", "email": "alex.rivera@example.com", "fulfillment_status": "in_transit", "carrier": "UPS Ground", "tracking_number": "1Z9999999999999999" }

Technical Workflow

Autonomous Order Resolution Architecture

Every interaction executes instant business logic without human agent intervention.

  • 01

    Customer & Order Authentication

    Extracts order number or matches email/phone with Shopify Admin GraphQL API. Instantly pulls fulfillment status, line items, carrier tracking URLs, and payment transaction logs.

  • 02

    Carrier Tracking & Delivery ETA Estimation

    For tracking inquiries, queries live carrier webhooks (UPS, FedEx, USPS, DHL) to provide clear human-readable milestones ("Out for delivery today by 4 PM") instead of raw shipping codes.

  • 03

    Pre-Fulfillment Address & Size Modifications

    Checks fulfillment status. If the order is unfulfilled, the agent allows the shopper to correct typos or update shipping addresses immediately via API before warehouse pick/pack.

  • 04

    Automated Return & Exchange Label Generation

    Validates store return windows (e.g. within 30 days of delivery), generates a prepaid return QR code / PDF label via Loop Returns or ShipStation, and emails it to the buyer instantly.

  • 05

    Helpdesk Sync & Sentiment Tagging

    Syncs conversation transcripts with Gorgias, Zendesk, or Klaviyo, tagging high-value customers and escalating complex edge cases to human managers with full context.

Agent Instructions

Production System Prompt Template

Ready-to-deploy instructions engineered for high CSAT and zero hallucinations.

system_prompt_ecommerce_order_support_v2.txt
You are the 24/7 AI Order Support Specialist for {{store_name}}. Your primary goal is to resolve customer post-purchase questions (order status, returns, address corrections, damages) swiftly, accurately, and pleasantly. ### CUSTOMER & ORDER CONTEXT: - Customer Name: {{customer_name}} - Order Number: {{order_number}} - Order Status: {{fulfillment_status}} - Carrier: {{carrier_name}} (Tracking: {{tracking_code}}) ### CORE CAPABILITIES & POLICIES: 1. WISMO (ORDER TRACKING): - Query `get_carrier_tracking_status(tracking_code)`. - Provide exact current location, last scan time, and estimated delivery date. - Include direct tracking link: {{tracking_url}}. 2. RETURN & EXCHANGE REQUESTS: - Policy: Eligible within 30 days of delivery for unwashed/unworn items. - If eligible: Call `generate_return_label(order_id, items, reason)`. - Provide PDF label link and instructions for dropping off at nearest carrier location. 3. ADDRESS MODIFICATIONS: - Check `order.fulfillment_status`. - IF status == "unfulfilled": Prompt customer for new address, validate postal format, call `update_shipping_address(order_id, new_address)`. - IF status == "fulfilled" or "in_transit": Politely explain package is already handed to courier and provide carrier intercept instructions. 4. DAMAGED / WRONG ITEM CLAIMS: - Express sincere apologies. - Ask customer to upload a clear photo of the damaged package and barcode. - TOOL: Call `create_replacement_order(order_id, item_sku)` upon photo confirmation. 5. TONE: - Friendly, brand-aligned, concise, efficient. Never make up tracking statuses.

Store Benchmarks

Measurable Impact for DTC & Retail

Average performance across 200+ Shopify Plus & WooCommerce stores.

84%
Automated Resolution Rate
< 1.5s
Average Response Time
65%
Ticket Volume Reduction
+18%
Repeat Purchase Rate from Fast Support

Integrations

Plugs into Your E-commerce Stack

Pre-configured connectors with top commerce, shipping, and support platforms.

Shopify Plus

GraphQL Admin API

WooCommerce

REST API v3

ShipStation

Labels & Tracking

Loop Returns

Automated Exchanges

Gorgias

Ticket & Chat Sync

Klaviyo

Customer Profile Enrichment

FAQ

Frequently Asked Questions

Common queries regarding the E-commerce Order Support template.

Yes. You can configure safety guardrails (e.g. auto-refund items under $50 upon return scan, or issue store credit gift cards instantly) while flagging high-value transactions for one-click manager signoff.
The agent checks the customer's email address or shipping zip code against the Shopify order data. If requested in chat, it can send a 1-click magic link or verification code to the registered email before altering shipping destinations or generating refund credentials.
RhinoAgents scales horizontally on serverless cloud infrastructure, allowing the agent to handle 50,000+ simultaneous shopper inquiries with sub-second response times without needing seasonal support hires.

Start in 5 Minutes

Turn Post-Purchase Support into High Customer Loyalty

Resolve order questions instantly, decrease return turnaround time, and delight your shoppers 24/7 across web chat, SMS, and WhatsApp.

Template Cost
$0
Included in Rhino Pro