Where is my order
The single highest-volume request in most D2C operations, and the one most often answered by copying a tracking link.
Solutions
E-commerce support is twenty questions asked ten thousand times.
Order status, returns, refunds, cancellations and address changes make up most of a direct-to-consumer support queue. Rezolo Desk takes the first pass on them so your agents spend their day on the exceptions instead of the pattern.
What actually fills the queue
Every e-commerce support team recognises this list. The volume is not the hard part. The hard part is that each one still needs a person to read it, work out which bucket it is in, look the order up and write broadly the same answer again.
Returns and exchanges
Eligibility depends on your policy and the order date, so the answer is in your rules rather than in the agent's memory.
Refund timelines
Usually a policy question with a payment reference attached, which is exactly the shape of answer a grounded draft handles well.
Address and delivery changes
Time-sensitive and worth routing immediately, because the value of the answer drops once the parcel has shipped.
Cancellations
Needs the order state and the policy together, which is why the customer context matters as much as the reply.
Damaged or wrong item
Usually arrives with a photo. Media attaches to the ticket so the evidence sits with the conversation.
How Rezolo Desk changes that day
Nothing here removes the agent. It removes the part of the job that is mechanical.
- 01
Requests arrive on whichever channel the customer chose
WhatsApp, email, live chat and your web portal land in one queue with a single history per customer, so nobody answers half a conversation.
- 02
Each one is sorted as it lands
Category, priority and owner are decided on arrival, which means the backlog is already triaged before a person opens it.
- 03
Routine questions arrive with a drafted answer
Your return policy, refund windows and delivery terms are the source. The draft cites the article it used, and anything your knowledge does not cover goes to an agent rather than getting a guess.
- 04
The agent decides and sends
They see the customer, the conversation and the full history in one view, approve or edit the draft, and reply.
The drafting mechanism is described in detail in how grounded AI works, and the WhatsApp side in WhatsApp helpdesk.
Beyond the individual ticket
Support is also the earliest signal you have about a customer going quiet. Rezolo Desk keeps the customer, the conversation and the full history in one view, and turns support activity into account health signals, so a pattern of complaints is visible before it becomes a churned customer rather than after.
E-commerce support questions
- Which e-commerce support requests does Rezolo Desk handle?
- The repeat ones that fill the queue: where is my order, how do I return this, when does my refund arrive, can I change my delivery address, why was my order cancelled. Each is classified and routed on arrival, and the routine ones get a reply drafted from your own policies for an agent to approve.
- Does it connect to our order system?
- It reads from the systems your answers already live in, so agents and automation work off the same records rather than a copy. Which systems those are is confirmed during onboarding, because it depends on what you run.
- Can it answer a customer on WhatsApp?
- Yes. WhatsApp sits in the same queue as email, live chat and your web portal, with one ticket history per customer, so somebody who messages on WhatsApp and emails the next day is still one conversation.
- Will it refund a customer automatically?
- No. Rezolo Desk drafts replies and an agent approves them, and the automation layer changes ticket state rather than taking actions in your commerce systems. Decisions with money attached stay with your team.
- How does it help during a sale or a delivery backlog?
- Volume spikes are mostly the same few questions repeated. Classification and routing happen the moment each request lands rather than when an agent gets to it, and the repeat questions arrive with a drafted answer, so the queue is triaged even when nobody has opened it yet.
Talk to us
Have a support queue you want to fix? Write to us.
Reach out at hello@rezolo.in. We will understand your requirements first, then guide you on the commercials.