AI WhatsApp & Email Agent for E-commerce Stores
E-commerce support is mostly short, repetitive questions: where is my order, when will it ship, can I return it, when is the restock. A small store answers them from order tools and email, one at a time. Zepiva answers order status and shipping questions from your order data, handles returns and restock threads on WhatsApp and email, and follows up so the support queue does not become the whole day.
The challenges e-commerce stores face
Real problems these businesses deal with daily — and the gaps an AI agent can fill.
Every order ships a question wave
The moment tracking emails go out, the questions arrive: how long, why is it delayed, I can't track it, my address changed. For a store with one support person, that wave is the day. Each question is the same lookup into the order tool, answered one message at a time, while new orders keep coming.
Order status questions drown the inbox
Where is my order is the highest-volume question and the easiest to answer. But the same query arriving by email, WhatsApp and the contact form still eats the support person's morning. A shop that answers these automatically frees time for the orders that need a human eye.
Returns and restocks need a follow-up memory
A customer starts a return, a restock is weeks out, a delayed order needs a nudge. Without a system the thread goes cold and the customer sends a second message, then a chargeback. A clean follow-up on each of these steps keeps the support story moving instead of restarting.
How Zepiva fits into e-commerce stores
Specific features mapped to the way your business actually works.
Voice for the customer who just wants to talk
Some customers call even on an online store, usually because a tracking page confuses them or a delivery is late. The voice agent reads the order status from your notes, explains it clearly and tells them the next step. It answers in a natural voice and the call ends with the customer knowing where their order is.
Order status on WhatsApp, where they ask
A customer messages with an order number and the agent looks up the status, shipping carrier and estimated date from your data, and replies in the thread. The answer is instant and the same conversation carries the follow-up if the order later updates. No copy-paste into the CRM.
Returns, shipping and restocks by email
The email agent answers the standard set from your policy: return window, address, refund timing, restock dates, shipping to your country. It flags real edge cases to your team with the full thread. The inbox drains of the same answer repeated, and the team handles the exceptions.
Follow-ups on orders and cart threads
A return that has not arrived, a restock date that is near, an order held in limbo. The agent puts each on the calendar and sends the nudge at the right time, so a delayed order gets a follow-up before the customer asks for one. The store stops owning these reminders in memory.
A delivery-day evening at an online store
Tracking waves, a return and a restock, answered over WhatsApp and email while the team packs orders.
A carrier delays one wave of shipments. WhatsApp fills with where-is-my-order questions. The agent looks up each order and replies with the new status and date.
A customer asks on email how to return a wrong-size item. The agent answers the return window, sends the address and logs the return in the calendar.
Another customer asks when a sold-out size restocks. The agent checks the restock date and adds them to the notification list.
The delayed orders update the next morning; the agent sends the new tracking to each affected thread before anyone asks. The queue stayed calm all evening.
Illustrative example - not a customer testimonial.
Which plan fits e-commerce stores?
A starting point based on how these businesses typically use the platform.
Recommended plan
Gold works for e-commerce: WhatsApp and email are where support happens and the volume covers a delivery-day wave, while the follow-ups track returns and restocks automatically. The phone is a bonus for the customers who prefer to talk.
Common questions from e-commerce stores
Explore further
Related industries, in-depth guides, and articles.
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