Scenario: what we would build
Automation for D2C and marketplace sellers: support that keeps pace with the orders
A growing online brand meets the same questions at every order volume: where is my order, can I return this, why was my payout short. Each one answered by hand is a person who is not working on the product, and each one left unanswered is a bad review waiting to happen.
In short
For a D2C brand or marketplace seller, automation answers the routine and reconciles the money. A customer agent answers order-status and delivery questions from the record on WhatsApp, chat and email, and handles returns within the policy you set. Dispatch updates go out when the courier scans, a repetitive-work agent matches marketplace settlements to orders and lists what does not match, and stock syncs across channels. Exceptions and escalations stay with people.
The operations map
Who could take each part of the work
“Where is my order” and “wrong size” fill the inbox, returns are approved by hand, and marketplace payouts never quite match the orders.
- Voice agent
- Task agent
- Repetitive-work agent
- Customer agent
- By rule
- Order status Manual Automated Answered from the record
- Returns Manual Automated Approved within the policy you set
- Dispatch updates Manual Automated Sent when the courier scans
- Payout reconciliation Manual Automated Settlements matched to orders
- Inventory Manual Automated Synced across channels, reorders flagged
- Product questions Manual Automated Answered from the catalogue
- Invoices Manual Automated Raised per order, posted
- Abandoned carts Manual Automated One reminder, by rule
- Policy exceptions Manual People A person decides
- Escalations Manual People A person takes over
An illustration, not a client story: a typical map for this kind of business, drawn from what such businesses ask for. Your own map comes out of the study.
Where the team’s day goes
Support is mostly the same five questions, asked on WhatsApp, social messages, email and the marketplace inbox. Returns are approved one by one against a policy that lives in someone’s head. Stock drifts out of step between the website and each marketplace, and an oversold item becomes a cancellation.
At month end, settlements from each marketplace arrive with deductions for fees, returns and penalties, and someone matches them to orders in a spreadsheet to find what is missing.
- “Where is my order?” on every channel
- Returns approved by hand
- Stock out of step across channels
- Settlements matched in spreadsheets
- Abandoned carts never followed up
What we would build
A customer agent answers status and delivery questions from your order and courier records on WhatsApp, web chat and email, and resolves returns and exchanges within the policy you write down: the window, the condition, the categories. Anything outside it goes to a person with the order and the conversation attached.
Dispatch updates go out by rule as the courier scans. A repetitive-work agent reads each marketplace’s settlement report, matches it to your orders and lists the unexplained deductions and the missing payouts. Stock syncs from one source to each channel with reorder levels flagged, invoices are raised per order, and an abandoned cart gets one reminder, not a campaign.
- Status answers from the record
- Returns within your written policy
- Dispatch updates on courier scans
- Settlement reconciliation, with the differences listed
- Stock synced across channels
What stays with people
Exceptions to the returns policy, refunds outside it, product complaints, and any customer who asks for a person. A dispute with a marketplace over a deduction is raised by your team, with the agent’s list of differences as the evidence.
What it connects to
Your store platform and your marketplace seller accounts, where they offer reports or interfaces; courier and shipping aggregator records; WhatsApp Business, web chat and email; and your accounting software.
- Store platform and marketplace reports
- Courier and shipping records
- WhatsApp Business, chat and email
- Accounting software
Questions
Common questions
Which marketplaces can it reconcile?
Any whose settlement reports can be downloaded or read through an interface. We start with the one that sends you the most money, check its report format with you, and add the others.
Can the agent issue refunds?
Only where you allow it, and within the limits you set, such as an amount and a reason. Anything else is prepared for a person to approve.
Does it work on social media messages too?
Where a platform allows automated replies for business accounts, yes, on the same policy. We confirm what each channel permits before building.
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