Order Status & Returns Assistant

Order Status and Returns, Handled Instantly in Chat

Answer delivery questions, start return flows and share refund status on WhatsApp, Instagram and web chat, without making your team repeat the same answers.

Get Started For Free Chat on WhatsApp

Or start with $150 of credit, enough for a first month of Growth

Nova Shop Business account

I want to return the shoes from my last order.

10:12

Order #48213

Running Shoes · Delivered 3 days ago

Eligible for return

I found your order. What is the reason for the return?

10:12

Wrong sizeChanged my mind

Wrong size

10:13

Return approved. Your return instructions are on their way to this chat, and I will update you when the refund is processed.

10:13

Post-purchase automation

Order Tracking, Returns and Refund Automation in One Assistant

The assistant understands common order, delivery, return and refund intents — then guides customers to the fastest next step.

AI Order Tracking

Answer “Where is my order?” instantly.

Let AI find customer orders, share live delivery updates, explain delays and handle address change requests automatically across WhatsApp and other messaging channels.

AI-powered WhatsApp order tracking and delivery support conversation

Shipping & Delivery Updates

Keep customers updated automatically.

Send proactive shipping notifications, delivery reminders and real-time tracking updates before customers even ask about their orders.

AI-powered shipping and delivery notification automation

Returns & Exchanges

Automate return requests with AI.

Guide customers through return and exchange flows, validate eligibility automatically, collect return reasons and generate return instructions directly inside the conversation.

AI-powered return and exchange workflow inside WhatsApp

Refund Status Automation

Share refund updates automatically.

Answer refund questions instantly, explain refund timelines, notify customers when payments are processed and reduce repetitive support tickets with AI-powered workflows.

AI-powered refund status and payment confirmation conversation

Ready-to-run workflows

Ready-Made Order Support Workflows

From WISMO to refunds, each journey becomes a structured workflow your team can monitor, improve and escalate when needed.

  • “Where is my order?”

    • Identify customer
    • Find active order
    • Share ETA
    • Offer next actions

  • Return Request

    • Check eligibility
    • Confirm item
    • Create return request
    • Send instructions

  • Refund Status

    • Validate return
    • Estimate timing
    • Confirm method
    • Notify when processed

  • Exchange Flow

    • Understand reason
    • Suggest replacement
    • Reserve stock
    • Confirm shipment

Connected commerce stack

Answers from Your Store, Carrier and Helpdesk Data

Connect your store, carriers, payment tools and helpdesk so MonoChat answers with live operational context — not guesses.

  • Shopify

    Orders, fulfillment and customer lookup

  • WooCommerce

    Order status and return flows

  • Shipping Carriers

    Tracking events and delivery updates

  • Helpdesk / CRM

    Escalation and ticket handoff

Set Return Rules and Escalation Guardrails

Set return windows, exclusions, refund rules and escalation logic. When needed, MonoChat hands off to your team with full context.

Launch in MonoChat Explore E-commerce

What this unlocks

  • Reduce repetitive “Where is my order?” questions
  • Keep customers informed before they contact support
  • Route complex cases to agents with full context
  • Turn returns into structured, measurable workflows

Ready-made app in the MonoChat Store

E-commerce

Shop Assistant

An AI shop desk for online stores that shows products with a checkout link, tracks orders, recovers abandoned carts, handles return requests and sends campaign messages, connected to Shopify or your own platform.

Install freeSee what it does

Example conversations

Order status and returns chatbot examples

The post-purchase questions that fill support inboxes, answered from your order data: address changes, damaged items and refund status.

  • Changing the delivery address of an order on WhatsApp

    Before the parcel ships, the customer sends the new address as a location pin and the assistant updates the order in your store system.

    Atlas Living Business account

    Can I change the delivery address for order #31108? I'll be at the office tomorrow.

    08:12

    Your order has not shipped yet, so yes. Where should we deliver it?

    08:12

    Send my locationType the address

    Location shared: 410 Market Street, 5th floor

    08:13

    Order #31108

    410 Market Street, 5th floor

    Delivery Thu 8 Oct · 9:00–12:00

    Updated. Your order will be delivered to the new address tomorrow between 9:00 and 12:00.

    08:13

    Perfect, thanks!

    08:14

  • Reporting a damaged item with a photo

    The customer sends a photo of the damage, the assistant attaches it to the order and offers a replacement or refund without a single email.

    Lumen Ceramics Business account

    My dinner set arrived today and one plate is cracked.

    15:30

    I'm sorry to hear that. Could you send a photo of the plate and the box label?

    15:30

    Photo sent: cracked dinner plate and box label

    15:32

    Thank you, the damage is clear and I have added the photo to order #18824. How would you like us to fix it?

    15:32

    Send a replacementRefund the plate ($18)

    Send a replacement

    15:33

    Replacement · Order #18824

    Stoneware Dinner Plate × 1

    Ships Thu 8 Oct

    Done. A new plate ships tomorrow at no cost, and there is no need to send the cracked one back.

    15:33

  • Checking refund status on Instagram

    The assistant matches the return to the order and shows when the refund was issued and when to expect it, so nobody has to open a ticket.

    Nova Shop Business account

    Hi, I sent back the denim jacket last week. Where is my refund?

    19:02

    Refund issued · $89

    To the card used for the order

    Visible in 3–5 business days

    I found the return for order #48390. We received the jacket on 2 October and issued the refund on 3 October.

    19:02

    It's not in my account yet.

    19:04

    Banks usually show it by 9 October. If it is not there by then, tap below and our team will check with the payment provider.

    19:04

    Remind me on 9 OctTalk to the team

Keep exploring

First month of Growth on us

Turn Post-Purchase Support Into a Revenue Saver

Deflect WISMO, automate returns, and keep customers informed with real-time order and refund workflows inside MonoChat.

Start with $150 credit Chat on WhatsApp

One code per business • 30 days to redeem • No card needed

$150 to get started.

Claim