E-commerce Customer Service With AI: Order Tracking, Returns and Sizing Questions Answered 24/7

Open your support inbox and count.

How many messages are "Where is my order?"

How many are "How do I return this?"

How many are "Does this run small?"

In most online stores, a large share of tickets are the same few questions, asked over and over, often at night and on weekends, when nobody is there to answer.

And every unanswered pre-sale question is a cart that might not be completed.

What an AI support agent handles

Order status: looks up the order and tells the customer where it is. Returns and exchanges: explains your policy and starts the process. Sizing and product questions: answers from your size charts and product data. Shipping and delivery times by region. Pre-sale questions that block a purchase: materials, compatibility, stock. Handoff to a person for complaints, damaged items or anything outside the rules.

It works on your website chat, email, Instagram and Facebook messages, and SMS where customers have opted in.

Try this diagnosis

What percentage of tickets are repeated questions? What is your average first-response time at night and on weekends? How many chats start on product pages and end without a purchase?

How Ímpetus sets it up

We connect the AI to your store platform and help desk, build the knowledge base from your policies and product data, define tone and escalation rules, test with real past tickets and train your team.

What the US market charges

Agencies that build AI automations for small businesses typically charge $1,500 to $5,000 to set up and $500 to $1,500 a month to maintain them, according to Taskip's 2026 pricing guide.

The Ímpetus offer

Setup: $1,650 Operation: $490 a month

About half of the typical small-business range. Platform, help desk and AI usage costs are separate and shown before you sign.

Why spots are limited

Each store has different products, policies and systems. We onboard only a few stores per month.

Frequently asked questions

Which platforms do you integrate with?+

Shopify, WooCommerce, BigCommerce and popular help desks like Gorgias, Zendesk and Freshdesk, depending on available integrations.

Will customers know they are talking to AI?+

We recommend being transparent. Customers mostly care about getting a correct answer fast.

Can the AI issue refunds?+

Only if you want it to, within limits you define. Most stores keep refunds with a person.

How long does setup take?+

Usually two to four weeks.

What does it cost to keep answering by hand?

Slow replies cost sales before checkout and cost reviews after delivery. And every hour your team spends answering "where is my order?" is an hour not spent on the customers who actually need a person.