Retail and e-commerce
Keep orders, returns and delivery questions moving
Online stores and retailers receive emails about where an order is, returns, refunds and damaged items. Mailnitio Autopilot reads each one, recognises the customer and opens a ticket with the right team, so shoppers get an answer while the order is still on their mind.
Helpdesk groups follow-ups about the same order, routes returns and refunds to the right team and replies to common questions straight away.
Email categories
How Mailnitio sorts retail and e-commerce emails
These are starting categories. During onboarding, Mailnitio Autopilot learns your own categories and teams from emails you have already handled.
Order status
“Where is my order? It was due on Monday”
Routed to Order support
Return or exchange
“The shoes are too small, can I exchange them?”
Routed to Returns
Refund query
“I returned my item two weeks ago and have no refund”
Routed to Payments
Damaged item
“My blender arrived with a cracked jug”
Routed to Order support
Product question
“Is this jacket available in a larger size?”
Routed to Customer service
Straight to a supervisor
- chargeback
- fraud
- lawyer
- consumer complaint
- allergic reaction
Autopilot replies
Common questions answered straight away
When Mailnitio Autopilot is confident, it replies from your own mailbox. Otherwise it drafts a reply for your team to check. Either way, the ticket and the decision are on record.
Folake Adeyemi wrote
Where is my order?
Autopilot reply
Hello Folake, thank you for your patience. Your order is with the courier and is expected tomorrow. You can follow it with the tracking link in your confirmation email, and we will update this thread if anything changes.
Example
Order and promotion emails
Send order confirmations and dispatch notices through the Reach API, and promotional campaigns to customers who opted in.
Mailnitio Reach
Keep customers informed beyond the inbox
Mailnitio Reach sends campaigns and notifications to the people you serve, from the same platform that handles their replies.
Get started
See Mailnitio on your retail and e-commerce emails
We will connect a mailbox, train Mailnitio Autopilot on your emails and show you every decision it would make in a 30-minute demo.