For online shops and retail chains

Returns and order questions, sorted

Where is my order, I want to send something back, something arrived broken. The agent looks up the order, registers the return and arranges a replacement, also on the busiest days.

Available now

Talk to Iris now

Play a customer who wants to return a vase, or whose cushion arrived damaged. Live in your browser.

or

This is a demonstration; feel free to use made-up details.

What we record
Talk now runs on one network, from one provider. No recordings are made and no conversation history is kept; no diagnostic reports leave your browser either. After the call the agent does write a short report: who you are, what your question was about, what you asked and what was discussed, in its own words and never verbatim, so we can follow up; it says so during the call and leaves it out if you prefer. What is logged technically for the connection itself falls under the data processing agreement. Get a call: your number is saved as a demo request in our CRM, we call you back and may follow up afterwards; details in our privacy policy.

Or call our agent on +31 40 240 8078

Rather speak to a person first? Book a free demo

What your customers notice

The first Monday of January, twice

Example Monday in January, incoming calls per two hours, by hour of the day
queue your team 8101214161820
  • Now ends up in the queue. The agent answers it straight away.
  • What your team handles itself

An example: on the left as it goes now, on the right with the agent in front.

  1. 09:10
    Today

    Fifty customers on hold to send back a present.

    With an AI agent in front

    Return registered, the label is in their inbox straight away.

  2. 11:30
    Today

    A customer with a broken vase emails photos and waits for an answer.

    With an AI agent in front

    New vase arranged, the broken one does not have to go back.

  3. 14:15
    Today

    Someone only hears a day later that a made-to-measure table cannot be returned.

    With an AI agent in front

    Explained clearly straight away, in the same call.

  4. 16:40
    Today

    Where is my money? For the third time today.

    With an AI agent in front

    Refund period explained, and a callback request if it takes too long.

Your customer service starts February without a backlog.

What the agent does

From question to sorted return

  1. 1

    Answers

    Also when everyone calls at once after the holidays.

  2. 2

    Looks up the order

    By order number, or by postcode and house number.

  3. payment or complaint to your customer service 3

    Hears what is going on

    Return, exchange, damage or a question about delivery.

  4. 4

    Sorts it

    Return registered, replacement arranged or delivery appointment moved.

  5. 5

    Confirms

    By email or text, with the return label or the new appointment.

And when the call goes differently

How wide is that sofa?

The agent does not make up product details. It refers to the website or sets up a callback request for an adviser.

My payment failed

Payment matters go to your customer service. The agent sets up a callback request and never asks for payment details.

And where the report lands

Call at 09:10

Phone or your website

  • Your online shop

    The order, the return status and the replacement, in your system, or in the daily handover.

    ShopifyWooCommerceYour shop platform

  • Your customer service

    A damage report or callback request as a ticket, with the order included.

    GGorgiasZendeskFFreshdesk

  • The customer

    The return label or the new delivery appointment, by email or text.

    SSendGridTwilioWhatsApp on request

We assess which integration you need during the intake. You can also start without one, with a daily handover.

Payments and complaints stay with your team. A payment that failed, a complaint or a customer with an unusual question: those calls belong to your customer service. The agent sets them up with the order and the question included, and never asks for payment details.

And if the agent cannot resolve it

11st attempt22nd attempt33rd attempt

Then we put the caller through to your customer service. Outside opening hours it becomes a callback request.

Customer takes a parcel at the front door, laughing, while calling the online shop

Proof

Tested first, then live

Tested before a single customer calls

Returns, damage, made-to-measure items and understanding order numbers. For every agent, every time.

Fixed test protocol per agent

Try it yourself

Talk to Iris or have our agent call you, no account or appointment needed.

Live demo, at the top of this page

Telephony and AI layer from one provider

Telephony, speech recognition, language model and voice from a single supplier.

One point of contact, one invoice

Frequently asked questions

What online shops ask us

Does it work with our shop platform?

Shopify and WooCommerce are connectable through their existing integrations, other platforms through their API or a custom integration with a quote up front. We check which integration you need in the intake. You can also start without an integration, with a daily handover. The overview is on the integrations page.

Does the agent stick to our returns policy?

Yes. The return period, the exceptions such as made-to-measure items and what happens to a damaged item, we set down together with you. The agent sticks to that and does not make up rules of its own.

What does the agent do with payment details?

Nothing. It never asks for them, and a question about a payment goes to your customer service as a callback request.

What does it cost, and what does it deliver?

You pay per AI minute, telephony included, plus one setup per agent with two integrations included. No annual contract, cancel monthly. What it delivers we work out together, based on your call volume and the time a call takes today. The amounts are on the pricing page.

Hear Iris yourself

Iris looks up the order, registers the return and logs damage or a wrong delivery. Payments and complaints go to your team.

Talk to Iris Book a free demo