"Where is my order" without waiting
Kolio answers the most common question of every store from the order and shipment status in your store — by phone, in chat and by email, with no support queue.
Kolio by industry · E-commerce
E-commerce AI customer support, 24/7.By phone too.
Kolio is e-commerce AI customer support: before purchase it answers about stock, variants and delivery, after purchase it gives the order and shipment status and takes the return request — from your connected store, by phone, in web chat and by email. Complaints, special requests and discounts go to your team as a task in the CRM; it never guesses.
Free for 7 days · no credit card · one setup for phone, chat and email
- stock · delivery
- order status
- return → task
Prepared by the Kolio team · updated
What changes
What changes in an online store with AI customer support?
In an online store with Kolio the customer gets the answer the moment they look for it — at 9:30 pm and by phone too — while your team deals only with cases that need a decision.
Fewer abandoned purchases
A question about stock, size or delivery time gets its answer in the same conversation, not by email the next day when the buyer is already elsewhere.
Your team sees only decisions
Complaints, special requests and discounts reach your team as a task with the transcript and order details — no copying from the inbox.
A typical day
What does a typical day of an online store with Kolio look like?
Questions arrive all day on three channels; Kolio resolves them from store data and hands your team the three that need a decision.
A buyer asks in chat about size and stock
Kolio checks the variant in the store, says size 42 is in stock and adds the delivery time from your shipping rules.
A customer calls: "where is my order?"
The agent finds the order by number or email, reads the shipment status and says the parcel is with the courier for delivery by 2 pm.
Email: a customer wants to return an item
Kolio explains the return policy from the knowledge base, records the request on the order and hands it to your support team as a task for approval.
Call: a buyer is choosing between two models
The agent compares features from the catalogue; because the buyer wants a bundle price for 20 units, it takes contact details and hands the inquiry to your sales team.
Evening chat: "will it arrive by Friday?"
Kolio gives the delivery time and the order cut-off for Friday delivery; the conversation is in Conversations with a transcript in the morning.
Sales
Sales: how does AI for online stores answer about stock, variants and delivery?
Before purchase, Kolio's AI for online stores answers from the catalogue and stock of your connected store and from your shipping rules: whether the item is in stock, which variants exist, what delivery costs and when the parcel arrives. It advises on the choice from product features in the knowledge base; when a buyer wants a volume discount or a custom price, it does not set one — it takes contact details and hands the inquiry to your sales team as a task.
Instructions excerpt · online store
STOCK AND VARIANTSCheck the connected store. If a variant is out of stock, offerthe closest one (other colour, size) or a back-in-stock notice.DELIVERYStandard delivery 2–3 working days, free above €60.Orders placed before 2 pm ship the same day.PRICESPrices are in the catalogue. You do not set volume discounts —take contact details and hand the inquiry to sales as a task.Stock and variants
Whether the model is in stock, in which colour and size, when the next shipment arrives — from the status of the connected store or the price list and stock, not from memory.
Delivery and shipping costs
Delivery time, shipping price, free delivery above an amount, order cut-off for delivery on a chosen day — from your rules in the knowledge base.
Advice on choice → inquiry
Comparison of two models by catalogue features; for quantities, discounts and custom prices it takes contact details and hands the inquiry to your sales team.
Support
Support: how does "where is my order" automation work?
"Where is my order" automation in Kolio means the agent identifies the customer by order number or email, reads the order and shipment status from the connected store at the moment of the question and answers in the same conversation — by phone, in chat or by email. It records a return request on the order and hands it to your support team for approval; it does not refund money or change orders on its own.
Scenario
The "where is my order" scenario by phone
The customer calls and asks where the parcel is
"I ordered last week and the parcel hasn't arrived." Kolio asks for the order number or the email the order was placed with and identifies the customer.
Kolio reads the status from the store
It reads the order status and the courier tracking number from the connected store: "Order 1042 was handed to the courier on Thursday; delivery is expected today by 2 pm."
Answer or hand-off to your team
If the shipment is late or damaged, it records what is wrong, takes contact details and creates a task for your support team; it tells the customer who will get back to them and when. The conversation is in the CRM with a transcript.
- 67%
- of consumers are willing to hand tasks such as order tracking to an AI agentSource: Zendesk CX Trends 2025
- 63%
- of consumers are willing to switch providers after a single bad experience (+9% in one year; 5,100 consumers, 22 countries)Source: Zendesk CX Trends 2025
- 82%
- of buyers expect an immediate response when they have a sales or marketing questionSource: HubSpot Research
From research
67% of consumers are willing to hand tasks such as order tracking to an AI agent. Kolio does it from the live status in your store and always leaves the customer a path to your team.
Store integration
Store integration: what does Kolio read and what does it never change?
Kolio connects to your online store through the Integration: Online store page — via ready-made integrations or the MCP/API interface your platform offers (Shopify, WooCommerce or a custom store). It reads order status, tracking numbers, stock and variants; it does not change orders, refund money or place orders until you explicitly allow it. Without an integration it answers from the catalogue and rules in the knowledge base and never guesses order status — it hands the question to your team.
Reads
Order status, tracking number and courier, stock by variant, catalogue prices, shipping and return rules from the knowledge base.
Records as a task
Return requests, complaints, address changes and price inquiries — your team approves or declines them in the CRM and tasks.
Never does on its own
No refunds, no changing or cancelling orders, no discounts. Writing to the store is off by default and you switch it on tool by tool.
Your team
What stays with your team: complaints, special requests, discounts?
In an online store your team keeps the cases that need a decision: approving returns and complaints, special requests (gift wrapping, an address change after dispatch), volume discounts and custom prices. Kolio prepares each of them as a task with the order details, contact and conversation transcript — the table shows the line.
| Customer question | Kolio does on its own | What your team sees |
|---|---|---|
| Is the item in stock / in my size? | checks the variant in the store, offers the closest one or a back-in-stock notice | conversation with transcript in Conversations |
| How much is delivery, when does it arrive? | answers from shipping rules and delivery time | — |
| Where is my order? | identifies the order, reads status and tracking number, gives the delivery time | conversation on the CRM contact |
| I want to return an item. | explains the policy, records the request on the order | task for support to approve the return |
| The parcel arrived damaged. | records what is wrong, takes contact details and photos in chat | task for support (complaint) with attachments |
| I'd buy 20 units — what's the price? | takes quantity, deadline and contact; does not set the price | task for sales with the inquiry summary |
| Can I change the delivery address? | records the new address on the order | task for support — confirmation with the courier |
An honest line
Is Kolio right for your online store?
Kolio makes sense for an online store when the same questions about orders and delivery arrive every day, and less so when every purchase is an individual quote.
Kolio is for you if …
- you get several "where is my order", stock and delivery-time questions every day;
- customers call as well as write — and a call during packing goes unanswered;
- order status lives in a store that can be connected, or you have clear delivery and return rules;
- you want one view of calls, chats and emails instead of three inboxes.
Kolio is not for you if …
- you expect the agent to approve returns and refund money on its own;
- every purchase is a custom quote with an individual price — that stays with your sales team;
- order status is not recorded anywhere and the agent is supposed to "estimate" it;
- you need a live call transfer to an operator — Kolio arranges a call-back.
Setup
How do you set up e-commerce AI customer support in three steps?
01 Upload the catalogue, delivery and return rules
Add the store website, terms and delivery page to the knowledge base; in the instructions, say in plain sentences what the agent may say about prices and what it hands to sales.
02 Connect the store for order status
Through the Online store integration, enable reading of orders, shipments and stock; writing stays off until you switch it on per tool. Test the "where is my order" question in the simulator.
03 Switch on chat, phone and email
Embed the web chat with one line of code, connect your phone number via SIP and link your mailbox. From that moment every conversation is in Conversations and the tasks with your team.
Other industries
Kolio in other industries
Same Kolio, different instructions: repair shops, furniture and delivery, clinics and salons, B2B and hospitality.
FAQ
Frequently asked questions about e-commerce AI customer support
How many "where is my order" questions does Kolio resolve on its own?
Kolio resolves on its own every "where is my order" question where it can identify the customer by order number or email and read the status from the connected store — by phone, in chat and by email. It hands your team only cases with a delay, damage or no data in the system, as a task with the transcript.
Does Kolio work with a Shopify or WooCommerce store?
Kolio connects to a store on Shopify, WooCommerce or a custom platform through the Integration: Online store page — via ready-made integrations or the MCP/API interface the platform offers. The web chat embeds with one line of code on any page; without an integration the agent answers from the catalogue and rules in the knowledge base and never guesses order status.
Does the AI agent approve returns and refund money on its own?
The Kolio AI agent does not approve returns or refund money on its own: it explains the return policy to the customer, records the request on the order and hands it to your support team as a task for approval. Writing to the store is off by default and the business switches it on tool by tool.
What does Kolio say when an item is out of stock?
Kolio says the variant is out of stock, offers the closest one (another colour or size) or a back-in-stock notice if the instructions allow it; it never guesses the date of the next shipment — it gives it only if it is recorded in the store or knowledge base, otherwise it hands the question to your team.
Does Kolio advise on product choice in an online store?
Kolio advises on the choice from product features in the catalogue and knowledge base — it compares models, sizes and compatibility. It does not set volume discounts or custom prices: it takes the quantity, deadline and contact details and hands the inquiry to your sales team as a task.
How much does Kolio e-commerce AI customer support cost?
Kolio e-commerce AI customer support costs from €49 per month, with the first 7 days free and no credit card. The price includes phone, web chat and email, a CRM with conversation transcripts and the store integration.
AI customer support for your online store — start for free.
Upload your delivery and return rules, connect the store and test the "where is my order" question in 15 minutes.
Free for 7 days · cancel any time
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