"Where is my order?" answered before it becomes a ticket.
Most D2C support volume is two questions: where is my order, and can I exchange it. Both are answerable from data you already have — the 3PL feed and the returns policy. A WhatsApp agent that reads both closes them without a human.
This one we have designed, not yet delivered.
We have not shipped this for a client in this sector yet, so there is no case study and no number to quote — and we would rather say that than invent one. What follows is the system we would build, and the parts of it that are already running elsewhere.
The chat window is the smallest part.
Anyone can put an assistant on your site. The work is what fires behind it — the records written, the slots held, the people notified.
Pull live 3PL status
The agent reads the courier feed directly, so the answer is the real scan — not a copy-pasted "it is on the way".
Reserve the exchange
If the size is wrong, the replacement is held against stock before the customer hangs up.
Book the reverse pickup
The courier is scheduled in the same conversation, with the slot confirmed back on WhatsApp.
Write it to the dashboard
Every case lands in one view — reasons, SKUs, repeat offenders — so returns become a data problem, not a mystery.
Four things, not one.
The agent
Answers on WhatsApp in the language the customer writes in, including Hinglish.
The integrations
3PL tracking, your catalogue, and the returns policy as rules the agent actually follows.
The workflows
Exchange reservation and reverse-pickup booking — the actions, not just the answers.
The dashboard
Return reasons by SKU, so the product team sees what support already knows.
The same stack, where it is live.
The pattern above is new for this sector. The technology under it is not — here is where it is already working, with the numbers those clients actually saw.
Want this built for your business?
Tell us how the process runs today and we will tell you honestly whether an agent helps — and what it would take.