Where is my order
A customer gives an order number, an email address or a phone number, and Merrows finds the order in Shopify and reads the fulfilment and tracking status back in plain words: what shipped, when, and when it is due. On the phone the number is spoken; in chat and email the tracking link comes with it.
The follow-up question is usually a change. An address correction before the order ships, a cancellation, or an exchange for a different size are made in Shopify during the conversation, and the customer hears that it is done rather than that a ticket was opened.
Where it stops
A parcel marked delivered that never arrived, a damaged item, or a refund above the threshold you set goes to a person. Merrows gathers the order, the customer's account of it and any photos, opens the case in your helpdesk with the transcript attached, and tells the customer what happens next.
Subscriptions on Recharge and returns on Redo are handled the same way, in the same conversation, so a customer who asks two things is not sent to two places.
The same answer on every channel
One connection to Shopify serves the phone line, the website chat, SMS and the support inbox. A customer who emails on Monday and calls on Tuesday is picked up where the email left off, and the reply to an email lands in the same thread as the question.
You pay by outcome, not by ticket or by minute: an order question answered without a person is a resolved conversation, and one handed to your team costs less. The WISMO guide walks through what to automate and what to keep with a person.