Problem 01
Order-status questions
Order-status tickets need shipping and fulfillment context, not a generic apology.
Commerce operations
Resolve order, refund, and exchange tickets without losing control.
Replofy connects commerce context to support conversations so order status, refund, exchange, billing, and shipping requests move through answers from approved sources, with humans approving sensitive actions.
Customer asksOrder context loadsPayment boundary checksPolicy source retrieved
Commerce support
orders, refunds, and history
commerce support
Order resolution console
refund blocked
Order #10482
Customer
Acme Demo buyer
verified email
Fulfillment
partially shipped
tracking added 11:08
Issue
WISMO after missed ETA
shipping SLA exceeded
Exchange
eligible after return scan
policy source required
Resolution path
read01
Lookup order
Commerce connector loads fulfillment and customer history.
ground02
Check policy
Aura cites shipping and return rules before drafting.
control03
Prepare action
Refund or exchange is staged, never executed without approval.
operator approval
reply can sendrefund needs financeaudit attached
Evidence
Policy
Shipping SLA v1.8
approved source
Payment
$14 credit preview
not executed
Owner
Returns desk
SLA 2h
Audit
action preview logged
11:36
Solutions overview
Ecommerce Support
Replofy connects commerce context to support conversations so order status, refund, exchange, billing, and shipping requests move through answers from approved sources, with humans approving sensitive actions.
How it works
orders, refunds, and history
01
Customer asks
An order-status, return, damaged item, exchange, or billing request enters the inbox.
02
Order context loads
Shopify or commerce data provides order status, fulfillment, item, and customer history.
03
Payment boundary checks
Stripe or billing context informs refund preparation without automatic financial execution.
04
Policy source retrieved
Return, shipping, warranty, or damaged-package policy is cited in the draft.
Problem Replofy solves
Commerce teams waste time collecting facts the system already knows.
Replofy brings order status, payment state, customer history, and policy context into the ticket before the reply is written.
Problem 02
Refund risk
Payment and refund actions require role access, policy checks, and approval boundaries.
Problem 03
Exchange complexity
Returns, replacements, and damaged-package cases depend on current policy and order state.
Commerce workflow
Order issue to governed resolution.
Ticket
01Customer asks
An order-status, return, damaged item, exchange, or billing request enters the inbox.
Context
02Order context loads
Shopify or commerce data provides order status, fulfillment, item, and customer history.
Boundary
03Payment boundary checks
Stripe or billing context informs refund preparation without automatic financial execution.
Source
04Policy source retrieved
Return, shipping, warranty, or damaged-package policy is cited in the draft.
Control
05Operator approves
Refunds, replacements, or exceptions move through approval and audit.
Aura in ecommerce
Aura prepares the work; humans control sensitive actions.
Aura can prepare
- Order-status answer from approved policy
- Refund or replacement recommendation
- Customer-facing draft with source citation
- Escalation brief for policy exceptions
Operators control
- Refund approval
- Exchange exception handling
- Payment-sensitive action
- VIP or frustrated customer route
Commerce systems
Where ecommerce context fits.
System
Data used
Boundary
System
Shopify
Data used
Order, fulfillment, item, customer profile
Boundary
Lookup and draft support
System
Stripe
Data used
Payment state, billing context, refund preview
Boundary
Approval before financial action
System
Knowledge base
Data used
Return, shipping, warranty policy
Boundary
Approved source only
System
Workflows
Data used
VIP, delayed order, damaged package
Boundary
Route and audit
Related pages
See what to read next.
Solutions
Chat Inbox
Email, live chat, WhatsApp, Instagram, Facebook messages, and web chat become one operating surface with ownership, tags, summaries, drafts, handoff, and ticket status.
Solutions
Aura
Aura resolves routine cases only when source, confidence, policy, and ticket status line up. Operators can inspect the reason, approve the action, or take over.
Solutions
Sales Pipeline
Replofy preserves customer context, support history, intent, and next action when a conversation should move from support to sales or success.
Map ecommerce support
Turn repetitive ecommerce support into a controlled workflow.
Give operators order context, policy sources, refund boundaries, and review history in the same workspace.