How Automation is Changing eCommerce

#1 asked question is where is my order

Gorgias and other automated customer service responses, macros

Return policies can be catered to specific customer groups

What’s crucial is separating the types of returners and tracking them automatically. To do that, a tool like Shopify Flow or a customer-relationship management platform can help. First, establish refund thresholds based on per-order dollar values or the number of returned items. Second, use that threshold to automatically:

  1. Tag customers for identification and segmentation

  2. Notify your customer service team via email or Slack to investigate

  3. Add those customers as a segment within an onsite personalization tool to exclude them from free shipping and/or full-refund offers

  4. Or, exclude them from free shipping at checkout by creating a Shipping Script based on one or more of your customer tags

Carrie Leigh