“Where's
my order?”
Status, returns, exchanges, and exceptions — handled on the call, with full OMS context. The single biggest L1 driver, off your team's plate.
Order detail
Timeline
Agent actions
Caller asked
“Has my order shipped? I'm trying to plan around it for tonight.”
Status. Returns.
Exchanges. Exceptions.
Most order calls fall into four shapes. Our managed voice agents handle all of them on the line — no “we'll get back to you,” no return-portal redirects.
01 Status
Pull live shipment, give ETA, offer tracking SMS. Average call: 42 seconds.
02 Return
Verify within window, issue an RMA, email shipping label, refund-on-arrival policy explained. Average: 1 m 38 s.
03 Exchange
Look up sizes in stock, hold the new SKU, ship same-day. Average: 1 m 51 s.
04 Exception
Damaged-on-arrival, lost-in-transit, or duplicate charge. Auto-detect from caller's first sentence, open the right ticket.
No data warehouse round-trip.
Real-time order state.
We connect your agents to your OMS so they query it directly at conversation time — Shopify, Commerce Cloud, NetSuite, or your in-house ERP. Reads are pre-built; writes are confirmation-gated. See how this works in our function calling overview.
Outcomes
from order-management deployments.
Knows the policies.
Reads them out loud.
We ground every answer in your real return policy, shipping rules, and brand exceptions — drawn from your connected knowledge base. No invented promises.
Policy-grounded answers
Return window, exchange rules, shipping cut-offs — quoted from your real docs, with citations on every response.
Per-market behaviour
UK consumer protections differ from US store-credit rules. Your agents apply the right policy based on the caller's market.
VIP-aware
High-LTV customers get expedited handling, fee waivers, and the option to speak to a human at any moment.
“When peak-season call volume spikes, your agents take the routine order calls so your team handles the ones that matter.”
Actual results vary by deployment, market, and call mix.