Online shop · custom project
The most expensive question in ecommerce: “where’s my parcel?”
Not because it’s hard to answer — because you’re answering it for the hundredth time. We design an assistant that handles agreed scenarios and passes harder cases to a person. Order status needs an integration, and we confirm its scope before quoting.
- Channel
- shop chat
- Question
- “where’s my parcel?”
- Order
- #20481 · dispatched 10 Oct
- Status
- with the courier · after integration
answered from shop data
Monday after a weekend sale.
Repetitive questions leave the team’s queue. Returns, complaints and decisions about money stay with people.
Forty questions waiting from the weekend.
Questions about delivery, payment and opening hours are answered from the shop’s approved information.
- Delivery and payment
- answered from FAQ
- To the team
- only unusual ones
“Where’s my parcel?” — again.
Order status from live data — if your shop platform makes it available.
- Order
- #20481
- Status
- with the courier
A customer wants to return a jacket.
The assistant collects the return details. Checking the cancellation period and deciding stays with the team, unless the shop approves rules for it.
- Item
- jacket, size M
- Reason
- too small
- Decision
- team
waiting for you
Someone demands a refund right now.
The description of the problem goes to the right person. The assistant doesn’t decide on refunds.
- To
- Kate · customer service
- Reason
- complaint, escalating tone
a person takes over
A customer in Ireland asks in the evening.
Agreed scenarios, out of hours — shipping costs and policies for other countries are checked before launch.
- Country
- Ireland
- Topic
- shipping cost to IE
A fictional day. The script, the questions and the handover points are agreed with you.
The same afternoon, two ways.
When everything depends on the team
- The same questions reach an agent again and again.
- Out of hours the customer waits.
- Order status is checked by hand.
- Difficult cases compete for time with repetitive ones.
A possible model with sitco
- Repetitive questions handled to an agreed script.
- Order status after integration with the shop’s data.
- Out-of-hours handling, if the project is set up that way.
- Difficult cases routed to the team.
We check access to orders, couriers and returns rules — Shopify, WooCommerce or your own platform. We agree what the assistant can see, who processes it and how long it’s kept. We don’t promise infallibility: when the assistant isn’t sure, it routes the case to a person.
We set the limits before anyone calls.
The system can
- answer from the shop’s approved information
- give order status after integration
- collect return details
- recognise the topic and hand the case over with context
A person decides
- refund decisions
- complaints and escalations
- discounts and promises not in the data
- substitutions without approved rules
First we look at your system. Then the price.
Custom project
from £1,450 per process · no VAT added
The first conversation is free. Then a £395 process map — and only then a fixed price for the build.
This isn’t the £79 package.
Questions: ecommerce
Which shop platforms does sitco integrate with?
We check what integration is possible with your shop platform, order system and couriers. The data scope is confirmed once we know your tools and permissions. Only then do we quote.
Can the assistant cope with angry customers demanding refunds?
It can collect a description of the problem and pass it to the right person. The rules, the shop’s policy and the cases a person always takes over are agreed in advance. It doesn’t decide on refunds.
Do I need to hire a developer to maintain it?
No. Maintenance and sitco’s responsibilities are set out in the proposal.
What if the assistant invents a promotion?
Answers about prices, discounts and availability come from current, approved shop data. When the assistant isn’t sure, it routes the case to a person. We test the scenarios before launch.
Tell us where cases get lost today.
We’ll work out a sensible scope for the assistant and the integrations. If it isn’t worth it, we’ll say so.
Or call +44 7822 000220 · email info@sitco.uk