What it is
Order support that reads, verifies and answers
Connected to your store platform, the agent answers questions about live orders – status, delivery, invoices, changes and cancellations. It shares order details only after the customer verifies who they are, follows your store’s own guidelines, and works the same way whether the question comes in on chat or lands in your inbox.
Step 01
Verifies the customer
Asks for the order number and the purchase email before it shows any details.
Step 02
Fetches the order
Pulls live data from your platform – status, carrier, items, expected delivery date.
Step 03
Answers or acts
Explains what’s happening, or collects change and cancellation details and forwards them.
01 · Live status
Answers the order question instantly
“Where is my order?”, “has it shipped?”, “when will it arrive?” – pulled live from your store platform and explained in plain language, at any hour.
- Real-time status, carrier and expected delivery
- Explains what’s happening, not just a status code
- Deflects the biggest, most repetitive contact reason – around the clock
spot spot02 · Verified by design
It never shares an order until it knows who’s asking
Order details appear only after the customer gives the correct order number and the email used for the purchase. Verification friction is a deliberate control, not an oversight.
- Two-factor check before any order data is revealed
- Protects customers and keeps you on the right side of data rules
- Part of AskSpot’s security-first design
03 · Changes & cancellations
Collects what’s needed, then hands it off clean
When a customer wants to change an address, cancel, or start a return, the agent gathers the exact details in the conversation and forwards a complete request to your team – following your store’s own guidelines.
- Structured, complete requests – no back-and-forth to get the basics
- Store-specific guidelines control how it answers order questions
- Escalates to a human with full context when it should
spotWhy it matters
Takes the most repetitive contact off your team
Order-status questions are the single biggest, most repetitive reason customers get in touch – and the least worth a human’s time. About one in four contacts is just an order question. Automating them frees your team for the cases that actually need judgement, around the clock.
See order handling on your store
Book a demo and we’ll connect it to your own orders – on chat and in the inbox.
Available in – both agents
The AI Chat & Inbox Agents
Order handling is shared by both AskSpot agents – the Chat Agent answers shoppers on your storefront, the Inbox Agent handles the order emails and marketplace messages that reach your helpdesk. One order engine, every channel, in 200+ languages, with no per-platform setup.
spotProof
Order questions, off the team’s plate
How Morele.net cut customer service costs by 90%
Morele.net cut support costs 90%, from 50 agents to 5. AskSpot resolves 65% of its 37,600 monthly chats with no human and answers Allegro questions too.
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How Militaria resolves 72% of chats in 9 languages
Militaria.pl runs AskSpot across three domains in nine languages: 27% add-to-cart after a chat, 72% resolved with no human, 16,600 conversations a month.
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How 4FIZJO resolves 61% of customer chats with AI
AskSpot's AI Chat resolves 61% of 4FIZJO's 21,360 monthly chats with no human across 6 markets; its Inbox Agent auto-resolves 25% of email tickets.
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How chat advice puts €1.9M of garden furniture in baskets a month
Meblobranie's AskSpot agent answers the questions garden furniture is bought on – size, colour, anchoring, spare nets. Chat advice puts €1.9M into the cart a month, 20% of chats fill a basket, 70% resolved.
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How one AI agent runs across Szopex’s three retail brands
One AskSpot agent runs across Szopex's three storefronts – Sklep Biegacza, Warsaw Sneaker Store and SKStore – on three e-commerce platforms. 67% of chats resolved, 58% product CTR, 11.7% end in a purchase.
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How moderno.dk resolves 64% of furniture chats with no human
moderno.dk's AskSpot agent resolves 64% of furniture questions with no human – delivery, sizing, stock and order changes – and turns 12.3% of chats into carts.
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See every story
Every merchant we have measured – what shoppers asked, what the agent did, and the numbers it moved.
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Testimonials
What our customers say
“The rollout took less time than we expected and did not require rebuilding our processes. The AskSpot team fit the solution to the way we work, not the other way around. We saw that flexibility at every stage, including when we raised feedback.
Before going live we tested the assistant on our own hardest questions and decided which cases it starts with. We are widening its scope step by step and still see room to grow. Repetitive questions no longer take up our advisors’ time, so they can spend it on the conversations that call for judgement and a human touch. Customers get accurate answers in the evenings and at weekends too, while our team’s working hours have stayed the same.”
“AskSpot has changed the way we look at customer support. Your technology lets us reshape Customer Support roles into agent trainers and communication specialists – people who safeguard correct, on-brand communication while continuously improving the agent’s effectiveness through monitoring and knowledge-base optimisation. Today we see CS as a forward-looking role.”
“AskSpot has become important support for Ogrodosfera in day-to-day customer service – it answers repetitive questions about products, delivery, payments and orders quickly, even outside our consultants’ working hours, and helps customers search a broad catalogue: from parameters and dimensions to assembly, use and choosing accessories. It takes routine contacts off the team, giving shorter response times, more consistent communication and a better customer experience in peak season. We treat AskSpot not just as a support-automation tool, but as part of developing customer experience and sales.”
“AskSpot enables us to provide superior support for Ariston customers at every stage – from pre-purchase advice to post-sale and service assistance. Equally important, Ariston benefits from the valuable insights AskSpot delivers about customer preferences, which help us continuously improve the customer experience.”
“We have been impressed by how AskSpot delivers a seamless experience for our customers while remaining incredibly intuitive for our own team to manage.
Beyond the ease of use, the detailed analytics and reports are of enormous value – they help us make better decisions around customer satisfaction. Behind AskSpot stands a team that puts innovation first and keeps developing the product to match changing business needs.”
“AskSpot is a revolutionary solution for us. We provide our customers with the key information they need instantly while simultaneously reducing the workload of customer service.”
See every testimonial
Read what the e-commerce teams who put AskSpot live say about working with it.
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FAQ
Order tracking & handling – questions answered
What order questions can the agent answer?
Order status, shipping and expected delivery, invoices, and changes like a new delivery address, cancellations and returns. It reads live order data from your store platform, so answers reflect the real state of the order.
How does it keep order data secure?
It shares order details only after the customer provides the correct order number and the email used for the purchase. That two-factor check runs before anything is revealed – verification friction is a deliberate control, part of AskSpot’s security-first design.
Can it cancel or change an order?
It collects the exact details needed – the order, the change, the new address – in the conversation and forwards a complete request to your team to process, following your store’s own guidelines. You decide which actions it takes directly and which it hands off.
Does it work on email and marketplaces, not just chat?
Yes. Order handling is shared by both the Chat Agent (on your storefront) and the Inbox Agent (email, helpdesk and marketplaces like Allegro and Amazon) – the same order engine and the same rules across every channel.
Which platforms does it connect to?
Any store platform that exposes order data through an API – Shopify, WooCommerce, Magento, PrestaShop, IdoSell, Shoper, BaseLinker and more – plus custom integrations. It reflects your live order data with no per-platform rebuild.
When does it hand off to a human?
When a case needs judgement it escalates with full context – the verified customer, the order, and everything gathered in the conversation – so a person picks up where the agent left off instead of starting over.