Order status, returns, and product answers grounded in your catalog — with the disputes and exceptions routed to a human.
PrimeAssist answers shipping, returns, and product questions from your policies and catalog, looks up order and fulfilment status through your commerce APIs, starts returns through governed write operations, and escalates payment disputes, fraud signals, and consumer-protection edge cases to a human with the full conversation.
// what is hard about retail support
Retail support is high-volume, seasonal, and unforgiving — a wrong answer about a return window, a delivery date, or a refund timeline becomes a chargeback, a marketplace strike, or a consumer-protection complaint. The agent has to answer the repetitive 80% from the actual policy and catalog, while never improvising on money, eligibility, or promises it cannot keep.
// sample use cases
What an actual day of retail support looks like.
-
question
“Where is my order?”
how it is handled
Read-only lookup through your OMS and carrier tracking. Returns the fulfilment state, the carrier, and the latest delivery estimate.
Grounded
-
question
“I want to return this — how do I start?”
how it is handled
Checks eligibility against your returns policy, then starts the return and issues the label through your returns API. Customer confirms before it is committed.
Actionable
-
question
“Can I use two promo codes on one order?”
how it is handled
Cites your promotions and stacking rules. Explains what applies and what does not — never invents a discount the rules do not allow.
Controlled
-
question
“My refund never arrived and I was charged twice.”
how it is handled
Hands off to a payments specialist with the order, the transaction history, and the dispute context preserved.
Escalatable
// integration shapes
The systems PrimeAssist talks to in retail deployments.
Illustrative — every deployment connects to your own stack, on your own infrastructure, scoped by your own tool-level governance.
Order management
- Shopify
- commercetools
- Salesforce Commerce Cloud
- in-house OMS
Payments
- Stripe
- Adyen
- Braintree
- PayPal
Returns & logistics
- Narvar
- Loop Returns
- AfterShip
- carrier tracking APIs
CRM & helpdesk
- Gorgias
- Zendesk
- Kustomer
- Salesforce Service Cloud
// escalation defaults
What we treat as a human handoff by default in retail.
These are the defaults the agent ships with. Every tenant can tune them, but the bias is conservative — when in doubt, the human gets the conversation, the policy, and the candidate answer.
- 01
Payment dispute or chargeback language
Disputes carry card-network deadlines and financial exposure. Always to a payments specialist.
- 02
Fraud or account-takeover signals
Unusual order patterns, mismatched ship-to, reshipper addresses — route to fraud ops with the conversation.
- 03
Damaged, unsafe, or recalled product
Product-safety and recall handling is human-led; the agent surfaces the policy and escalates immediately.
- 04
Consumer-protection or legal complaint
Right-to-refund claims, regulator mentions, and threatened complaints route to a human by default.
// see it answer
Two snippets before you open the chat.
Lead-authored synthetic examples — not real customer transcripts. The live demo below runs the same template against the same sample documents.
I ordered a jacket five days ago and it still has not shipped. Can I cancel?
Your order is still in the fulfilment queue and has not shipped yet, so it is eligible for cancellation. Under our policy an unshipped order can be cancelled for a full refund to the original payment method, typically settling in 3-5 business days. Would you like me to cancel it now?
cites Order Cancellation Policy — Unshipped Orders
The store charged my card but the bank shows the payment failed. What is going on?
Payment-status mismatches between our system and your bank are something I cannot resolve in chat — it needs a payments specialist who can see both the gateway record and the settlement. I will hand you off now with your order number and the transaction details so you do not have to repeat anything.
// case studies
How retail teams use PrimeAssist.
coming soon
How a named retail customer uses this template — problem, approach, outcome. The detailed write-up lands as customer sign-offs complete.
- Problem The before-PrimeAssist support workflow and the costs it imposed.
- Approach Which template, which integrations, which policies — wired in.
- Outcome Measured against time-to-first-response, repeat-question rate, and human-handoff disposition.
// compliance posture
The regulatory ground PrimeAssist plants on for retail.
- Consumer-protection law (FTC rules, EU Consumer Rights Directive, distance-selling refund windows)
- Chargeback and dispute timing tracked from the agent's first acknowledgment
- PCI-DSS scope limited; card numbers never reach the model
- WCAG 2.1 AA accessibility for the customer-facing chat surface
// build it your way
Your knowledge, your APIs, your policies — wired in by hand.
We onboard retail customers personally so the policies, tool-level governance, and escalation rules are right on day one.