Order status, returns and cancellations in the chat
Emporiqa answers "where is my order?" in the chat with a one-sentence status and an order card, through the Emporiqa plugin for WooCommerce, PrestaShop, Magento, Shopware, Drupal Commerce or Sylius. Return, cancellation, order change, quote and invoice requests are collected in the chat and emailed to your team, on any store. Your team decides what happens, and rules cost nothing beyond $0.25 per conversation.
After a sale, shoppers ask different questions: where is the parcel, can I send this back, can you cancel what I ordered this morning. Emporiqa handles them with six ready-made rules in Settings > Rules. One looks the order up in your shop. The other five collect what your team needs and email it to them. Every rule starts off: you try it, then go live. Setup is in the Rules guide, and the rest of what the chat does is on the features page.
What happens to each request
| The shopper asks | What the chat collects | What happens next |
|---|---|---|
| Where is my order? | Guest: order number and email. Signed-in shopper: the number only | One-sentence status and an order card from your shop |
| Return request | Order number, email and reason | Emailed to your team, and the shopper hears when you will reply |
| Cancel order | Order number and email | Emailed to your team, never confirmed as cancelled |
| Change an order | Order number, email and what to change | Emailed to your team, who make the change in your shop |
| Quote request | Products, quantity and email | Emailed to your sales team |
| Invoice request | The order and the invoice details | Emailed to your team |
| Can I talk to someone? | Nothing extra | The rule steps aside and your usual handoff brings in a person |
Where is my order? An order card in the chat
The Order status rule asks your shop through your Emporiqa plugin with a signed request, and the plugin answers only for that order. A guest gives the order number and the email used for the order, in one question. A shopper signed in to your store gives only the number, and on the newest plugin versions a signed-in shopper who asks without a number gets their newest order.
The answer is one sentence with the status, then an order card with the items and totals your shop sends, and a tracking link when your shop has one. When no order matches, the chat asks the shopper to check the details. A wrong email and an unknown order get the same reply, so nobody can find out whether an order exists.
Return requests passed to your team
The Return request rule asks for the order number, the email used for the order and the reason, then emails it all to the team members you pick. The shopper is told the request was passed on and when your team will reply, in the time you set (1 business day until you change it). Replying to that email reaches the shopper, and in your Conversations list the conversation is marked Emailed to team.
A shopper who asks afterwards whether the refund is approved hears that your team decides, and the request is not sent a second time.
Cancel or change an order: your team decides
Cancel order and Change an order work like Return request. The chat collects the order number, the email and, for a change, what the shopper wants changed, then emails your team. It tells the shopper the request was passed on and never says an order was cancelled or changed. Your team does that in your shop.
Quote and invoice requests
Quote request collects the products, the quantity and an email when a buyer asks for a volume price, and sends them to your sales team. Invoice request collects the order and the invoice details, such as a VAT number, and emails them to your team. A shopper signed in to your store is not asked for the email on the newest plugin versions: it comes from their account.
Works on WooCommerce, PrestaShop, Magento, Shopware, Drupal Commerce, Sylius, or any store
Order status reads your shop's own order data, so it needs a connected, recent Emporiqa plugin: WooCommerce, PrestaShop, Magento, Shopware, Drupal Commerce or Sylius. A shop connected with Connect to Emporiqa has nothing else to fill in. On Drupal Commerce and Sylius you paste the Order status address your plugin shows.
The five request rules call nothing in your shop, so they work on every store, including one that adds the chat with the embed script and has no plugin.
What it never does
The chat never refunds, cancels or changes an order, and never tells a shopper that it did. Your team decides and acts. When a shopper asks for a person, that request always wins: the rule steps aside and your usual handoff takes over. By default an upset shopper or a reported fault, such as a broken or wrong item, also goes to a person from your team.
What it costs
There is no extra charge for rules. A conversation in which a rule runs is billed like any other, $0.25 per conversation with the AI cost included, and there is no per-action fee. New stores start with $25 of signup credit, about 100 conversations, with no card. Details are on the pricing page.
Questions store owners ask
Can an AI chatbot tell a shopper where their order is?
Yes. With the Order status rule and a connected Emporiqa plugin on WooCommerce, PrestaShop, Magento, Shopware, Drupal Commerce or Sylius, the chat looks the order up in your shop and answers in one sentence with an order card. A guest gives the order number and email; a shopper signed in to your store gives only the number.
Does the chatbot refund or cancel orders itself?
No. It collects the request, emails it to your team and tells the shopper it was passed on and when your team will reply. Your team decides on refunds, cancellations and changes, and makes them in your shop.
Do return and cancellation requests need a plugin?
No. Return request, Cancel order, Change an order, Quote request and Invoice request call nothing in your shop, so they work on any store, including one that adds the chat with the embed script. Only Order status needs the plugin.
What if the shopper wants to talk to a person?
A request for a person always wins. The rule steps aside and your usual handoff brings in someone from your team, who sees the whole conversation.
How much do these rules cost?
Nothing extra. A conversation in which a rule runs costs the usual $0.25, with the AI cost included and no per-action fee. Every rule starts switched off: you add it in Settings > Rules, try it, then go live.
Related:
Let the chat take order questions too
Create a free account: you get $25 of signup credit, about 100 conversations, and no card is needed. Add a ready-made rule in Settings > Rules, try it, then go live.