Your customers get a reply within 4 hours, without you spending your days on it.
Where is my order, returns, refunds, product questions: a dedicated agent replies to your customers by email and chat, in your brand’s tone, from your own tools.
Gorgias, Zendesk or Freshdesk, plus a Shopify staff account.
02
Reply templates
We prepare your standard replies and rules together.
03
Daily replies
The agent checks the order, writes the reply and sends it.
04
Monthly report
Volumes, response times and recurring topics, to improve your store.
Example
Demo inbox
Maison Ravina · home linen and tableware
Where is my order?
Claire M. · Email · Received at 09:14
Customer message
Hello, I ordered 6 days ago and still nothing. Is that normal? Order 1042.
What we checked before answering
Order
no. 1042, placed on 15/10
Payment
Paid
Shipping
17/10, Colissimo
Tracking
In transit, delivery expected on 23/10
Reply sent
Answered in 1 h 12
Hello Claire,
Thank you for your message and your patience. Your order no. 1042 was shipped on 17 October with Colissimo. The parcel is on its way and should be delivered on Friday 23 October. You can follow it here: [tracking link].
If nothing has arrived by Friday evening, just reply to this message and we will open an investigation with Colissimo.
Have a lovely day,
Léa, Maison Ravina
Exchange the size
Mathieu D. · Chat · Received at 11:02
Customer message
Hi, I took the duvet cover in 140 but my bed is 160, can I exchange it?
What we checked before answering
Order
no. 1057, delivered on 19/10
Item
Linen duvet cover 140 × 200, €74
Store policy
Free exchange within 30 days
Right size for a 160 bed
220 × 240, €89, 6 in stock
Reply sent
Answered in 18 min
Hello Mathieu,
No problem, you can exchange it: you have 30 days. For a 160 bed you need the 220 × 240 size, and it is in stock.
I am emailing you a free return label and a link to pay the €15 difference. As soon as your parcel is dropped off, we ship the right size.
Have a good day!
Léa, Maison Ravina
Parcel arrived broken
Sophie R. · Email · Received at 14:35
Customer message
Hello, my salad bowl arrived in pieces, photo attached. I would like a refund.
What we checked before answering
Order
no. 1049, delivered on 20/10
Item
Stoneware salad bowl 28 cm, €49
Photo
Received: crushed box, bowl in 3 pieces
Customer
3rd order
Store rule : Refunds: only with the manager’s approval
Internal note passed on to the manager
Refund request for €49: bowl broken on delivery, photo attached (crushed box). Loyal customer, 3rd order. Two options: send a new bowl or refund. Waiting for your approval before answering her on the substance.
Holding reply sent to the customer
Passed on in 16 min
Hello Sophie,
I am truly sorry, this is not how we wanted your bowl to arrive. Thank you for the photo, it is all we need: you have nothing else to do.
We will get back to you with a solution before noon tomorrow.
Léa, Maison Ravina
2-star review
Karim B. · Review ★★ · Received at 16:48
Customer message
★★ Nice towels, but the colour is much darker than in the photo.
What we checked before answering
Product
Organic cotton towels, sage colour
Purchase
Verified, order no. 1038
Other reviews
2 comments on the colour this month
Internal note for the manager
3rd comment this month on the sage colour, darker in real life than in the photos. Reshoot in daylight?
Public reply under the review
Answered in 41 min
Thank you for your review, Karim. You are right: in our photos the sage green looks lighter than in real life, and we are going to reshoot them. If you do not like the shade, exchanges and returns are free within 30 days: just reply to your order confirmation email.
The Maison Ravina team
Same message, two stores
We answer in your brand’s voice. Here is the same question, handled for two very different stores.
“My parcel was supposed to arrive yesterday and I still don’t have it!!”
Atelier Sève
Natural cosmetics
Formal, gentle and reassuring
Hello Inès,
I understand your impatience, and I am sorry for the delay. I checked: your parcel lost a day at the Lyon sorting centre. It is back on its way and will be with you tomorrow.
I will keep an eye on its tracking until it is delivered, and get back to you if anything holds it up again.
Camille, Atelier Sève
KOMBO
Streetwear
Casual, straight to the point, one emoji max
Hey Inès!
We checked: your parcel lost a day at the Lyon sorting centre. Good news, it is moving again and you will get it tomorrow 📦
Sorry for the wait, we are keeping an eye on it until it lands.
Nico, team KOMBO
Demo examples: stores, customers, orders and messages are fictitious, created for the example. These are not conversations with real customers.
Questions about this service
How much is a dedicated agent?
Starter plan up to 300 tickets: €390 a month. Part-time dedicated agent: €790 a month. Full-time: €1,490 a month.
Can you refund a customer?
Only if you allow it. By default, every refund or goodwill request is passed on to you.
Try before you decide
Describe what you need: we’ll propose a free trial within 24 hours.