An AI agent for your online store: "Where is my order?" no longer floods your support
Order tracking, returns, product questions: the same requests keep coming back and delay the real disputes. The Sens-AI agent replies with the real order status, handles simple returns and escalates disputes to your team with full context.
In an online store, the same requests drown out the real problems
"Where is my order?", "How do I return an item?", "What does this size correspond to?", "Do you deliver to Belgium?": most of an online retailer's tickets are predictable. Each demands a quick answer; together, they occupy the support team all day.
Meanwhile, the real disputes — a damaged parcel, an order never received, an unhappy customer — wait in the same queue, with no priority. And during sales or holiday peaks, the queue overflows: response times stretch out at the exact moment the brand's reputation is on the line.
Add to that foreign customers writing in their own language, and pre-purchase questions left unanswered — each one an abandoned cart.
What the Sens-AI agent handles for an online store
You define its sources and its scope: product pages, FAQ, return policy, delivery timeframes and zones, instructions. Outside that scope, it hands over to your team.
Order tracking
Connected to your store or your carrier, the agent gives the real order status, the current step and the estimated timeframe — support's first question, resolved without a ticket.
Returns and exchanges
Eligibility, timeframes, procedure, label: the agent applies your return policy and prepares the return or exchange request for the simple cases.
Pre-purchase product questions
Sizes, materials, compatibility, care, stock, timeframes: the agent answers from your product pages and your FAQ, right when the customer is hesitating.
Delivery and payment
Coverage zones, fees, timeframes, payment methods, invoices: your store's rules, explained clearly, in the customer's language.
Disputes and complaints
Damaged parcel, missing item, order not received: the agent collects the order number, the reason and photos, then escalates an already-documented case to your team.
Foreign customers
French, English, Spanish, German: the same agent answers in the customer's language, with the same rules.
After-sales service
Warranty, manual, spare parts, repair: the agent guides customers from your documents and creates the request when a workshop return is needed.
Summary for the support team
Every escalated conversation arrives with a summary: customer, order, request, what's already been done. The team only handles what deserves its attention.
What depends on your store
Giving the real status of an order requires reading your e-commerce platform or your carrier. Creating a return request, changing a delivery address, issuing a credit note requires writing to them. These operations happen through connected actions — API or webhook — whose scope you approve, and everything is logged.
Without a connection, the Sens-AI agent answers from your timeframes and rules, and passes on to the team the cases that require verification. With one, it acts itself on the simple cases and reserves for the team the decisions: refund, goodwill gesture, dispute.
We look together, in the demo, at what plugs into your store from the start, and what comes next.
Which channels the agent uses to answer the store's customers
- Website Chat on product pages, the cart and the tracking page: the pre-purchase question gets answered before the abandonment.
- Email Your support inbox handled as conversations: the agent answers simple requests and passes on the rest, in the same thread.
- WhatsApp The channel for photos: a damaged parcel is documented in one gesture, and the dispute goes out complete.
- Phone A support number that answers at any hour, gives the order status out loud and performs a warm transfer for sensitive cases.
All channels are included in every plan; only the volumes change.
Sample exchange with an online store's agent
Website chat, a Monday at 8:15am. Illustration.
Customer — My order 48213 was supposed to arrive Friday, I haven't received anything.
Agent — Let me check. Your order 48213 was handed to the carrier on Wednesday and delivery was attempted Friday at 2:10pm without success: it's been at a pickup point since Saturday morning, at 12 Rue Pasteur, and you have 7 days to collect it.
Customer — I didn't get a delivery notice. And the sweater doesn't fit, can I exchange it?
Agent — Yes: exchanges are free within 30 days for an unworn item. I'm preparing your exchange request — what size would you like?
Customer — An M. And the previous parcel arrived damaged, I'd like a goodwill gesture.
Agent — I understand. A goodwill gesture is for our team to decide: I'm passing your request to them with the order number and your photos if you have any, and they'll get back to you within 24 hours.
The team receives the dispute already documented; the exchange request, meanwhile, has already gone out without them.
The recommended plan for an online store
Starter — €79 / month
A store just launching: 1 agent, 500 conversations and 100 voice conversations a month, all channels.
Professional — €199 / month
Most stores: 3 agents (support, pre-sales, second brand), 2,000 conversations and 300 voice conversations a month.
Business — €399 / month
Beyond 2,000 conversations a month: 10 agents, 6,000 conversations and 600 voice conversations. Beyond that, custom.
A fixed monthly plan, with no per-resolution billing: during sales, your budget doesn't move. Free 14-day trial, no credit card. See detailed pricing →
Frequently asked questions from online retailers
Can the agent read the real status of my orders?
Yes, through an action connected to your store or your carrier (API or webhook), whose scope you approve. Without a connection, the agent answers from your delivery timeframes and rules, and passes on to the team the cases that require verification.
Can it refund a customer or offer a goodwill gesture?
It prepares the request with full context — order number, history, reason — and passes it to your team, who decides. A refund or credit note is never granted by the agent alone, unless you explicitly authorize it to through a controlled action.
How does it handle sales and holiday peaks?
The agent answers every conversation at the same time, with no queue, across every channel. The plan is fixed and monthly: a volume spike doesn't change your bill, and conversation packs are available beyond the included volume.
Where is my customers' data hosted?
Exclusively in the European Union: database in Ireland, cache in Frankfurt, language model in France. Sub-processors are public in our DPA and conversations are deleted within the timeframes it sets.
See the agent on your store
A 20-minute demo on your real requests: order tracking, returns, disputes. Free, no commitment.