AI chatbot for ecommerce stores: sizing, shipping and returns

An AI chatbot for an ecommerce store answers the questions every shopper asks - sizing, shipping, returns and stock - straight from the policies and product catalog you have already written down. When a customer is ready to buy, the assistant guides them to your order step and alerts your team; it does not create orders or take payment.

Most of a store's inbox is the same few dozen questions on repeat, and the answers already sit in a size chart, a shipping page or a product listing.

What can an AI chatbot answer for online shoppers?

The assistant replies in the customer's language and copes with typos, shorthand and missing accents. When your documents do not cover a question, it says it is not sure and hands the chat to a person instead of inventing an answer.

Where does the assistant get its information?

It answers only from the knowledge sources you add under Knowledge.

• Import your whole website. It reads product and category pages from your sitemap and recognises Shopify, Haravan, Sapo, WooCommerce, Magento and Pancake storefronts. It skips cart, checkout, account and search pages and follows robots.txt.
• WooCommerce syncs more: products, variants, prices and stock. Shopify, Haravan and Sapo stores are read through the website import, not through an API sync.
• Upload files. PDF, DOCX, TXT or CSV suit size charts, return terms and shipping tables.
• Write an answer yourself, such as "Exchanges within 7 days if unworn and tags attached."

Websites are re-read weekly on the Free plan and daily on Pro and Business, and price and stock taken from your site are re-checked when a customer asks. If a policy changes on money or time terms, such as refunds, fees or delivery days, the change waits for your approval before the assistant uses it. The integrations page lists every channel and connector.

How to get started in one afternoon

1. Open Knowledge and paste your website address; you can test the assistant while later pages are still importing.
2. Add what the site does not say, such as a size chart, shipping by region and return conditions, using the guide to writing good knowledge.
3. Ask ten real customer questions in the Try it panel and mark which answers are right and which need fixing.
4. Open Improve answers and write an answer for each question from the last 30 days that the assistant could not settle.
5. Connect your channels and publish, following the getting started guide.

What the assistant will not do, and when it hands off

• It does not create or confirm orders, take payment or open return requests.
• It cannot tell a customer where a specific order is, because orders are not synced from your store; TikTok Shop is the exception, covered in AI chatbot for marketplace sellers.
• It does not send promotions in bulk or follow up with customers on its own.
• It does not promise beyond what you wrote. Put hard limits, such as exact delivery dates or discounts you do not run, in the Never say field of your Business profile.

The assistant hands the chat to your team when it is unsure, when the customer asks for a person, on complaints and faulty items, and when a customer is ready to buy. You choose the rule: when it is unsure, only on request, or never. Your team gets an alert, replies from the shared inbox and hands the chat back to the assistant. The handoff setup guide walks through it.

Next step

Ask the assistant a sizing or shipping question in the live demo, then browse the features and the ecommerce chat overview.