Ecommerce customer support with message.com
Customers asking “where is my order” should never wait. message.com pulls live order data into the conversation and drafts answers your team approves in one click.
The problem
Ecommerce support is a high-volume, low-margin grind. Most tickets are some flavour of where-is-my-order, return, exchange, sizing, fitment, or refund status. Each one is fast individually and grinding in aggregate. Per-seat support tools tax growth. Per-ticket pricing punishes you when a viral product spikes volume. And generic AI bots that can't see the order can only deflect the easiest 10% of questions.
How message.com handles it
The native Shopify integration pulls live order, tracking, and product data into every conversation. message AI reads the order on the customer's profile before drafting, so "where is my order" gets answered with the exact tracking link and fulfillment status, cited. Below the 70% confidence threshold the AI hands off to a human. Flat pricing means the bill doesn't move when traffic spikes.
Common workflows
Where-is-my-order
AI drafts a reply with the live tracking link, the agent approves with one click.
Returns and exchanges
AI surfaces your return policy and links to the customer's specific order; agent decides if a refund or replacement is appropriate.
Sizing and fitment
AI pulls product details, sizing tables, and past customer reviews. Cites the source.
Abandoned cart
Trigger a proactive chat at 60 seconds on the cart page with the customer's items pulled in. See proactive messages.
Refund status
Customer asks about a refund, AI cites the order's refund timestamp.
Native Shopify plugin, Stripe customer sync, abandoned cart triggers, and email forwarding from your support address. Custom attributes carry product preferences and order history onto the customer record. WhatsApp, Instagram DM, and Messenger threads merge onto the same customer profile.
Most ecommerce teams want Business at $19 a month flat: AI drafts grounded in Shopify orders, phones for high-value customers, and tickets for refund disputes. Stores with chat-only support can start on the $6 Chat plan and upgrade to Business once AI deflection pays for itself.
Try it on your store
Install the widget in 60 seconds, connect Shopify, watch AI drafts pull in live order data. 14-day free trial, no credit card.