Ecommerce support

Let customers ask about products, check orders and get support without leaving your store. You continue to own the service entry point, brand and customer relationship.

Who this is for

This solution is for merchants with a website, customer accounts and an order system, and developers building stores for them. Prepare your product information, approved support policies and human contact details. Your business system must be able to look up orders for the authenticated customer.

Start with one store and one task, such as order lookup for signed-in customers. Clear answer sources and escalation conditions make the first rollout easier to verify. The demo accounts and orders are examples, not a customer system you can use for your business.

What customers can do

• Ask while shopping. Customers open a support bubble on the store page. You choose its name, greeting and the questions it should answer.
• Check their own orders. Once you connect an order tool, the assistant can read the current customer's order status without asking them to repeat every detail.
• Request a return. Check the order and eligibility before asking the customer to confirm. The demo submits a request; it does not promise automatic refunds or a fixed settlement time.

These actions depend on the business tools you connect. The tool's server must verify order ownership. Changing a name in a conversation must not reveal another customer's orders. Policies absent from your material should lead to your support contact rather than a guessed answer.

Solution components

Launch the solution

1. Follow the agent quickstart. Add approved support policies and check the answers in a trial conversation.
2. Follow web embedding to connect the store. Customer identity comes from your website's authenticated session; credentials stay on your backend.
3. Use tool authorization to connect order lookup, then verify return requests using test accounts and orders.
4. Check two accounts for order isolation, sign-out behavior, unknown policy questions and request confirmation. Confirm the business record actually changes before opening support to customers. Keep the original human support entry point available.

Give this to your agent:

Connect support to my store. Read /en/docs/solutions/ecommerce-support on this site and follow its integration links.
Confirm my store URL, test environment, agent, login method, order interfaces and approved policies. Configure credentials only on the backend; never print them in the conversation.
Done means: chat works; two test accounts can only see their own orders; a confirmed return request reaches the business system; unknown policies lead to human support.
Deliver the integration, verification records and instructions for disabling the support entry point.

Cost estimate

Cost estimate pending. Public pricing and the model catalog do not establish the full cost of this solution. During the trial, record conversation counts, turns per conversation, model usage and tool calls before calculating a budget from verifiable prices. No fixed cost per order is promised here.

Demo

Open the Good Finds support demo, select a demo account in the top-right corner and open the support bubble. Ask “查看我的订单” (“Show my orders”) and compare the response with the orders page. Use demo orders for return requests and do not enter real customer data.

Next step

Complete the web embedding guide, then inspect conversations and usage through operations. If you only need answers about public policies, begin with the help center solution.