> ## Documentation Index
> Fetch the complete documentation index at: https://docs.alfera.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Ecommerce Support AI Employee: Resolve Orders at Scale

> Use Alfera to answer order status questions, flag and prep refund requests, escalate edge cases, and summarize support themes for your store.

Ecommerce support is a flood of the same questions: Where is my order? Can I get a refund? Did it ship? Alfera connects to Shopify, Stripe, Gmail, Zendesk, and Slack so you can automate the repetitive responses, handle exceptions cleanly, and understand what your customers are actually asking about.

## Answer Order Questions

Most ecommerce tickets are status checks. Alfera can resolve them instantly.

* "Reply to every open ticket that asks 'where is my order' with the tracking number and estimated delivery from Shopify."
* "Send a proactive shipping update to any customer whose order status changed to 'fulfilled' in the last 24 hours."
* "Draft a response to refund-policy questions using the wording from our help center."

Alfera reads order details from Shopify, checks shipping status, and writes replies that match your brand voice. Every customer-facing message waits for your one-tap approval before it sends.

<Note>
  Alfera remembers your store policies, shipping partners, and tone guidelines, so answers stay accurate and on-brand across every interaction.
</Note>

## Handle Refunds and Exceptions

Refunds and edge cases need care but not necessarily your time. Alfera preps the work so you only review and approve.

* "Flag any ticket that mentions 'refund,' 'damaged,' or 'wrong item' and create a draft refund request in Stripe with order details attached."
* "Escalate orders over \$500 to the senior support queue and summarize the issue for the human agent."
* "Prepare a return-label email for any customer who requested an exchange and draft the Shopify inventory adjustment."

It gathers the facts, creates the draft action, and presents it for approval. You stay in control of what gets processed.

## Report the Themes

Understanding support trends helps you fix the root cause. Alfera surfaces insights automatically.

* "Summarize the top 10 support topics from this week and post them to the #ecommerce Slack channel."
* "Identify any product that generated more than 5 refund requests and flag it for quality review."
* "Generate a monthly report of response times, resolution rates, and customer sentiment from connected tickets."

Alfera reads across your support tools, counts themes, and delivers plain-English summaries so you can spot problems before they grow.

<Tip>
  Set Alfera to run a daily "morning brief" that summarizes overnight tickets, highlights urgent issues, and queues routine replies so your team starts the day ahead.
</Tip>