Orders and actions
The order, parcel and payment are already beside the conversation
When the customer writes, Respoe finds the order, the parcel and the payment. You answer from facts and fix the order without switching tabs.
The order panel
Everything the customer asks about, on one card.
Items
Name, variant, SKU, quantity and price.
Discounts
Which code the customer used and what it gave.
Delivery
Shipping method, address and the parcel's latest event.
Payment
Paid, reserved or refunded.
Refunds and returns
What has been returned and what has been paid back.
Timeline
Created, paid and shipped with times.
Actions per webshop
What you can do from the conversation.
All six webshops show the orders. Actions depend on what the webshop's API allows.
| Webshop | Refund | Cancel | Edit address | Discount code | Order note |
|---|---|---|---|---|---|
 Shopify | |||||
 WooCommerce | |||||
 PrestaShop | |||||
 Adobe Commerce | |||||
 Shopware | |||||
 BigCommerce |
PrestaShop's webservice cannot refund, so that happens in PrestaShop. Adobe Commerce, Shopware and BigCommerce are display-only.
Control
Four eyes on the big refunds.
- 1
The agent chooses a refund
Line items and shipping are chosen in the conversation. Respoe shows the amount before anything happens.
- 2
Respoe checks the limit
Every role has an amount limit per currency. Agents can be allowed to cancel and edit addresses.
- 3
A colleague approves
With four eyes, a second person must approve, in the queue or via an emailed link that needs a password and two-step sign-in.
- 4
It's written in the case
The action becomes an internal note in the conversation and a line in the audit log.
Three messages every webshop knows.
“I typed the wrong house number.”
Fix the address from the conversation before the order is packed. The customer gets a reply and the order is updated in the webshop.
“The parcel hasn't arrived.”
See the parcel's latest event from the carrier on the order, and answer at once instead of looking it up.
“The lamp arrived broken.”
Refund the one line item or create a replacement draft order in Shopify, and add a discount code as an apology.
Orders beside the conversation are in every plan; refunds, discounts and cancellations from Team. See pricing
Questions and answers
How does Respoe find the customer's orders?
By the customer's verified email: an address the customer wrote from, or a sign-in from the webshop through the chat. So nobody sees another customer's orders because someone typed a wrong address.
How often are orders updated?
Respoe checks for new and changed orders every 10 minutes, and you can always sync right away. The first sync fetches 12 months of orders (Shopify: 60 days).
Can everyone on the team refund?
No, not by default. Actions are off until you turn them on per connection. Refunds need an owner or admin, and with four eyes another person must approve.
Can the AI refund?
No. The AI can propose an action, but a person carries it out.
What about several webshops?
Connect several stores and choose which inboxes each applies to. Start includes one webshop, Team three and Pro unlimited. More webshops on Start and Team cost $30 per webshop a month.
Try Respoe free with your own inbox for 14 days
Connect your email and webshop, invite the team and answer from Respoe the same day.
- No card needed
- Priced per team, not per seat
- Danish support