E-commerce Order Help

Post-purchase assistant: shoppers send an order number, the bot registers the request and notifies your team, and routes change, return, and support asks.

The user wants a commerce or order-support bot for post-purchase workflows.

• What system should provide order data: API, ecommerce module, or staff/manual lookup?
• Which shopper identifier should be collected: order number, email/phone, or platform profile?
• Which actions are allowed: tracking only, delivery change, cancel before fulfillment, return after delivery, refund request, or support handoff?
• Where should support and return-policy links point?
• To alert your fulfillment team about saved change/cancel/return requests, tag those contacts with the "orders-team" tag on the Contacts page. The Notify orders team action then messages everyone carrying that tag.

• Open a compact order-help menu
• Ask for the order number when the bot does not already have one
• Register the request and tell the shopper the team will follow up
• Notify the orders team so staff can check the real status
• Route change/cancel/return requests, showing the return policy for returns
• Collect issue details before opening a live support conversation

Good to know

• A production order lookup can use HTTP_REQUEST or an installed ecommerce module to read the real order status; add it after the order number is captured.
• Without an order API this bot does not invent a status: it registers each request, marks it 'Request received', and notifies the orders team so staff can check and reply.
• Route cancel/return/change requests to the team for confirmation; do not show destructive actions as completed without a real status check.
• Before telling the shopper that an action request was saved, run an explicit placeholder save action or replace it with an HTTP_REQUEST to the order/support system.
• Use START_CONVERSATION in the support handoff flow so live support opens inside the workspace instead of only linking to an external page.
• Support handoff should collect orderId and orderIssue first so staff receive actionable context.

Keep in mind

• Do not create fake ecommerce module actions unless an installed module template exists.
• Do not invent an order status, ETA, or tracking link the bot cannot actually read.
• Do not show cancel, refund, or return as completed without a real status check or team confirmation.
• Do not ask for every possible customer detail up front; collect the order number first, then ask for issue details only when needed.
• Do not route all outcomes to the same generic support message.