All industries

For DTC brands selling on their own store and marketplaces

“Where is my order?” answered before it reaches your team.

Order-status and return questions fill your inbox, stock drifts between the store and marketplaces, and every refund is updated by hand in four systems. We build an AI support agent that answers from live order and tracking data, a sync that keeps stock aligned, and one returns workflow that updates every system.
Audit our support ticketsSee the workflows

  • −90%

    support cost after we deployed an AI assistant (internal ERP support case)

  • 24/7

    answers on order status and returns

Why now

Why selling on more channels multiplies the admin

Every new marketplace adds another stock count, order status and refund screen to keep in sync. Without a sync layer, each channel adds more manual work and more overselling risk.

We connect the store, marketplaces, 3PL and courier so one change (a sale, a return, a delay) updates everything and tells the customer.

What we fix

The manual work, and what we build for each one

  • You do this by hand: “Where is my order?” tickets

    We build this: An AI agent that reads live order and tracking data, handing off to your team with context

    Result: Instant answers, smaller queue

  • You do this by hand: Stock synced by hand

    We build this: Sync between store, marketplaces and 3PL, with mismatch alerts

    Result: No overselling

  • You do this by hand: Order records that disagree across store, 3PL and courier

    We build this: A discrepancy check that opens an exception with all three records attached

    Result: Fixed before the customer notices

  • You do this by hand: Reviews handled manually

    We build this: Review triage with drafted replies for approval

    Result: Replies ready for your approval

  • You do this by hand: Refunds updated in many systems

    We build this: One returns workflow: approve → label → refund → restock → finance note

    Result: Each refund done once

One order, three systems

FieldStore3PLCourier
Order statusShippedShippedIn transit
Items222
Delivery address (flagged)Exception opened: courier record is missing the flat numberFlat 4, 12 High StFlat 4, 12 High St12 High St (≠)
IllustrativeA mismatch opens an exception with all three records attached.

What we build

The workflows, step by step

01

Ticket triage engine

AI trained on your historical tickets answers high-frequency order and return questions from live data, and routes exceptions to people.

Expected impact

Instant replies on status and return questions; your agents only see tickets that need judgement.

Which tickets the agent answers

Ticket triage:. Incoming tickets feed into AI support agent (Reads live order + tracking data), which updates Order status (Answered automatically), Returns and refunds (Answered automatically), Product questions (Routed to your team), Complex / other (Routed with order history).

We measure your actual mix in the ticket audit.

02

Inventory health automation

POS, 3PL and marketplace data are cross-checked to detect discrepancies and trigger updates, alerts, or purchase orders.

Expected impact

Availability stays accurate across channels: stock syncs from the 3PL count and mismatches raise an alert before you oversell.

One stock count, every channel

Inventory sync:. 3PL stock count (Source of truth), which updates Store (Same count), Marketplace A (Same count), Marketplace B (Same count), Mismatch (Alert raised).

Illustrative

03

Returns orchestration

Approvals, label generation, refunds, restocking and finance updates run through one workflow.

Expected impact

Return approved once → label sent, refund issued, stock and accounts updated. No re-keying.

One approval, five updates

Returns workflow:. Return approved feed into Returns workflow, which updates Label sent, Refund issued, Stock updated, Finance notified, Customer emailed.

How it goes live

From first workshop to a running workflow

≈ 6 weeks to first workflow live

  1. One customer timeline

    Every order update, ticket and return is compiled into one customer history, so automated answers have context.

  2. Channel and API map

    Map where stock and orders live (store, marketplaces, 3PL) and which have APIs, before anything writes to them.

  3. Compliant customer messages

    Automated messages are checked against consumer-protection and refund rules before they reach buyers.

  4. Escalation rules

    Thresholds on order value and shipping delay decide when automation replies and when a person takes over.

Escalation rules (your thresholds)

SituationHandled by
Order value above your limitA person, with the order history attached
Delay longer than your limitA person, with the tracking events attached
Everything elseAutomatic reply

What we measure

The numbers we track from week one

We baseline each metric before go-live, so the change is measured on your data, not estimated.
  • Measured from your ticket audithigher is better

    Tickets resolved automatically

  • Baseline in week 1lower is better

    Days to refund

  • Baseline in week 1higher is better

    Stock accuracy across channels

  • Baseline in week 1lower is better

    Oversell incidents per month

FAQ

Questions we hear from teams like yours

How do you train automation for support tickets?
We review your historical tickets, group the frequent requests, and build AI responses grounded in live order data, routing complex issues to people.
Does automation handle returns across marketplaces?
Yes. We centralise refund approvals, update the right platforms, and notify finance automatically when each refund is issued.

Next step

Send us last month’s ticket export. We’ll show what share could be answered automatically.

In a 30-minute call we review your ticket mix, stock sync and returns steps, and tell you which one to automate first.
Customer-support case studiesBook a ticket audit