For your webshop
A WooCommerce helpdesk where the order sits beside the conversation and the chat knows signed-in customers
Respoe fetches the customer's WooCommerce orders with items, delivery and payment, and with our WordPress plugin, customers signed in to the shop are recognised in the chat right away.
Before and after
What an order question looks like before and after the WooCommerce order sits beside the conversation
The example is a made-up “where is my parcel?” question. The steps are counted from what you typically have to open without and with Respoe; it isn't measured at a customer, and your numbers depend on your systems.
Without the order beside the conversation
5 steps- 1Sign in to WordPress
- 2Go to WooCommerce › Orders and search for the customer's email
- 3Open the order and find shipping and payment
- 4Look up the parcel at the carrier
- 5Write the reply in the email client
With Respoe
2 steps- 1Open the conversation: the order, the payment and the parcel are beside it
- 2Reply, or refund and cancel straight from the conversation
Guide
How to connect customer service in a WooCommerce shop to the orders
WooCommerce is flexible, but that also means order data, payment and shipping often sit in different plugins.
- 01Find out where payment and shipping are recordedThe payment plugin decides whether a refund can go back to the card automatically. Nets Easy stores the payment ID on the order, which makes the lookup safe.
- 02Give the helpdesk read or read/write access as neededStart with read access, and only grant write access when you want to refund and cancel from the helpdesk.
- 03Recognise signed-in customers in the chatWith Respoe's WordPress plugin the chat knows who the customer is, so you don't have to ask for an order number and email.
- 04Decide what should happen to the order on cancellationShould the item go back in stock and should the customer be told? Write it down as a fixed procedure for the team.
- 05Use order notes for what the warehouse needs to knowAn internal order note from the conversation makes sure the agreement with the customer is also on the order, where the warehouse sees it.
Templates
Reply templates for WooCommerce messages that you can copy and adapt
Replace the fields in square brackets. In Respoe the customer's name and order number are filled in automatically once the template is saved as a saved reply.
Hi [first name] I've cancelled order [order number] as requested, and the amount of [amount] is being returned to your payment. You'll get a confirmation from the shop shortly. Best regards [your name]
Hi [first name] I can see that the payment for order [order number] didn't go through, so the order hasn't shipped yet. You can pay again through the link in your order confirmation, or reply here and I'll help you. Best regards [your name]
Checklist
Checklist for a WooCommerce shop before the team answers from the helpdesk
Common mistakes
The mistakes we see most often and how to avoid them
- Granting write access from day oneRead access is enough to answer faster. Write access makes sense once limits and approval are set up.
- Refunding in two systemsIf the payment is refunded at the provider and the order in WooCommerce, it easily happens twice. Choose one place.
What Respoe does for you here
How Respoe helps with what the guide describes without you having to build it yourself
Orders beside the conversation
Items, SKUs, delivery and payment for the customer's orders, refreshed every 10 minutes.
Refund from Respoe
Refund to the original payment, or record the refund on the order.
Cancel and change the address
Cancel the order, change the shipping address and write an internal order note without signing in to WordPress.
Chat through a WordPress plugin
The plugin adds the chat to the shop and tells Respoe which customer is signed in.
Payment and shipping
See the payment from Nets Easy, QuickPay, Stripe or Mollie and the parcel at GLS or PostNord.
AI with sources
Drafts from your help articles and the customer's order, with the sources shown beside the reply.
Refunds, cancellations and address changes from the conversation are included from the Team plan.
Integrations
The systems that belong with this way of working
Pricing
You pay one price for the whole team, and you can try everything free for 14 days without a card
Start
$149 / mo
3 users · 500 AI replies · 1 webshop
Team
$299 / mo
10 users · 1,000 AI replies · 3 webshops
Pro
$599 / mo
25 users · 2,000 AI replies · unlimited webshops
Questions we often get about this
Do we need to install anything in WordPress?
Only if you want the chat on the shop and to recognise signed-in customers. Orders are fetched through WooCommerce's REST API without a plugin.
Can Respoe refund in WooCommerce?
Yes, to the original payment when the payment plugin supports it; otherwise the refund is recorded on the order.
How often are orders refreshed?
New orders are checked every 10 minutes, and you can refresh a customer's orders at once from the conversation.
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