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Fonify for e-commerce operations

Let your AI employee close every order and return call.

For online stores, it resolves 70 percent of repetitive shipment tracking, returns, and order change calls without human intervention.

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Let your AI employee close every order and return call.
Why Fonify

Why e-commerce brands pick Fonify.

Automated shipment tracking

Verifies the order number, reads the carrier's live status, and tells the customer down to the minute.

Return and exchange flow

Asks for the return reason, sends the label by WhatsApp or email, and drops the return record into your dashboard.

Order changes

If the shipment hasn't gone out, it updates the address or size on the order; if it has, it walks the customer through the options.

Sale-day durability

On peak days like Black Friday it opens hundreds of parallel lines so customers aren't put on hold.

Resolves payment questions

Answers recurring questions on instalments, cash on delivery, and billing addresses according to your store policy.

No more carrier confusion.

Where each shipment is and when it'll arrive, all consolidated to a single AI employee.

Scenarios

What the AI employee does on e-commerce calls.

A customer asks about the status of their shipped order.

Fonify verifies the order number, reads the latest status from the carrier API, and shares the expected delivery window.

An exchange request comes in for the wrong-size item.

The AI employee generates the return label, sends it over WhatsApp, and shares the expected new order date.

A change of address is requested before dispatch.

Checks the shipment status, writes the new address to the order if it's still in the warehouse, and sends a confirmation email.

A B2B customer calls for a bulk order.

Summarises the request, opens an opportunity in your CRM for the right rep, and schedules a callback.

Customer has a failed payment or doesn't remember their invoice details.

The AI employee checks payment history, retries failed transactions, or resolves invoice address issues.

Customer is called after delivery to measure satisfaction and collect feedback.

The AI employee asks about the delivery experience, collects NPS scores, and routes negative feedback to the support team automatically.

From theory to the field

One call, start to finish

We don't tell, we show: exactly what happens in one call in this sector.

E-commerce
Is this your question: How many people can it talk to at once?

Black Friday, 8 PM. The phone is ringing from 200 people at once.

200 / 200active calls · 0 on hold
Inbound call0:00
live
  1. Customer0:02· TR

    Dün sipariş verdim, kargom nerede?

  2. Fonify0:06· TR

    5043 numaralı siparişiniz yarın 14.00-18.00 arası teslimde. Takip linkini SMS ile gönderdim.

  3. Customer0:10· TR

    Bir de bedenini değiştirmek istiyorum.

  4. Fonify0:14· TR

    Tabii, M beden stokta. Değişim talebinizi oluşturdum, kargo değişimi sizinle planlayacak.

What happened behind the scenes
  • 200 calls answered at once, average response under 2 seconds
  • The same morning, the same agent called 320 customers with cart reminders (outbound)
  • Order status and the exchange request were logged to the store panel automatically
Result
< 2 MINCustomer pickup time
246Customers served per week
94%Customer satisfaction rate
See all sector scenarios
Industry sample call

How the AI employee speaks in this industry

  • E-commerce support
    1:17
Integrations

Talks directly to your store stack.

The AI employee reads from and writes to your e-commerce platform, carrier integration, and support tools.

  • Order sync with Shopify, WooCommerce, and custom e-commerce platforms.
  • Live tracking info read from carrier APIs.
  • Support tickets opened in HubSpot, Pipedrive, or Zendesk.
  • Return labels and confirmation messages sent via WhatsApp Business.
Industry FAQ

Top questions from this industry

Does Fonify understand the right of withdrawal under our distance sales agreement and our store's own return exceptions?
Yes. You define the right-of-withdrawal window and your store's campaign-period return exceptions during setup. The AI employee evaluates every return request against those rules and escalates to a human for exceptions.
Which e-commerce platforms and carrier tracking systems does Fonify integrate with?
Fonify connects to e-commerce platforms like Shopify, WooCommerce, and Ticimax, plus carrier tracking APIs. It reads order and shipment status straight from your own dashboard. No extra manual syncing is required.
Does Fonify hand a customer off to a human when a campaign-day complaint escalates or they demand compensation?
Yes. The AI employee escalates when a customer demands compensation or raises a complaint it can't resolve. It summarizes the conversation and warm-transfers to your customer service team. The customer doesn't have to repeat the story from scratch.
How long does it take to set up Fonify and go live in our store?
Setup usually takes about a week. After you define your product catalog, return policy, and carrier integration, the AI employee goes live following test calls.
Real scenarios

E-commerce real call scenarios

See how inbound and outbound calls are handled with Fonify, straight from the call itself.

Related industries

How Fonify works in adjacent industries.

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