Order status and returns

Example conversations

With the template's example business (Sutradhar Kurtas, Lucknow (example)), before you add your own. These are examples we wrote, not real customers.

The questions it asks leads

A good lead: A shopper ready to order again: they ask about a product, size or offer rather than a problem order. It asks one question at a time, in the customer's language. You can change the questions in the agent.

Tested before it goes live

An agent made from this template comes with these 7 ready tests: a normal question, a price it doesn't know, a message in Hinglish, a refund or a promise it must hand to you, and more. Run them in test mode, where nothing is sent to anyone. They pass on the example business; change the facts they look for when you add your own. How tests work

• Asks for the order number“Where is my order?”
• Explains size exchanges from the policy“Can I exchange a kurta for a bigger size?”
• Hands a damaged item to a person“I got a damaged kurta. Order DH10234.”
• Hands a paid-but-no-order case to a person“Paisa kat gaya par order nahi bana. UPI se pay kiya tha. Refund chahiye.”
• Answers cash on delivery in Hinglish“Cash on delivery ka kitna charge hai?”
• Hands over a price the knowledge doesn't give“How much would you charge to custom stitch 30 matching kurtas for a wedding?”
• Stays on topic“Can you recommend a good movie for tonight?”

The example business

Sutradhar Kurtas, Lucknow (example) is a business we invented, so you can see the shape of what to add. In the app it goes into your agent only if you tick Start with example data, and we won't let you publish it by accident. Your own notes, website and price list take its place.

Example knowledge for a sample clothing store. Replace it with your own delivery, return and refund policies.

Sutradhar Kurtas (example) sells chikankari kurtas and sets online. It is a store we invented.

Shipping: Orders ship within 24 hours on working days. Delivery takes 3 to 5 working days across India, and 2 to 3 days in metro cities. Delivery is free above Rs 799; below that it costs Rs 59.

Tracking: As soon as an order ships, we send a tracking link on WhatsApp, SMS and email. Tracking can take up to 24 hours to update after shipping.

Cash on delivery: Available on orders up to Rs 5,000, with a Rs 40 fee.

Returns: Unused items with their tags can be returned within 7 days of delivery. Start a return from the link in your delivery message. Innerwear, cosmetics and items on final sale cannot be returned.

Exchanges: Size exchanges are free within 7 days of delivery, subject to stock. The new size ships once we pick up the old one.

Refunds: Refunds go to the original payment method within 5 to 7 working days after the returned item reaches us. Cash on delivery orders are refunded by UPI or bank transfer.

Damaged or wrong items: Tell us within 48 hours of delivery with photos of the item and the package. We send a replacement or a full refund.

Support hours: Our team replies from 10 am to 7 pm, Monday to Saturday.

What it costs: an estimate

A typical month, worked out from our published prices on the Smart level. Assumed: 400 shopper questions a month, about 2 replies each, with your team told about 40 problem orders. Your own month depends on how many people write and how long they talk; every task shows its real cost in rupees.

Credits, not a plan: 1 credit is ₹1, top-ups carry 18% GST, and test chats and ready-test runs are charged at the same rates.