Every order question answered before it becomes a ticket

Where is my order, can I return it, does it come in blue. Synth answers with live order and stock data, and issues refunds and exchanges inside the rules you set.

Book a demo See the flow

The atrium of a bright shopping mall, with shopfronts on several floors

of contacts resolved without an agent: 78%
cost per contact in the first quarter: −41%
median reply on chat: 0.6s
from contract to live traffic: 4 wks

The conversations that fill a retail queue

Seven intents make up almost every retail contact. Each one maps to a flow that ships with the retail pack, and you can change any of them.

Where is my order“It said Tuesday and it is Thursday”34% of contacts92% resolvedOrder status
Returns and exchanges“Can I swap this for a medium?”21% of contacts81% resolvedReturns
Product questions“Is the jacket waterproof or just resistant?”15% of contacts88% resolvedCatalogue answers
Delivery changes“Can you leave it with a neighbour?”11% of contacts74% resolvedDelivery update
Payments and promo codes“My discount code did not apply”9% of contacts69% resolvedPayment check
Account and loyalty“Where did my points go?”6% of contacts77% resolvedAccount lookup
Everything else“Complaints, press, the unexpected”4% of contactsTo a person resolvedHand-off

The model writes the reply. The flow moves the money.

Returns run as fixed steps you can read. The language model understands the customer and writes in your voice, but whether a refund is allowed is decided by a rule, every time.

Return windows, final-sale items and refund limits set per market
Exchanges checked against live stock before they are offered
Labels created with your carrier, refund released on first scan
Anything outside policy handed to a person with the case attached

A woman packing an order into a cardboard box beside a rail of colourful shirts

Black Friday without the hold queue

Contacts tripled across peak week at one fashion retailer. The agent took the extra volume and the support team stayed the size it was in October.

19,600contacts on Cyber Monday, 82% resolved by the agent

All contacts
Handed to a person

Contacts per day across peak week
Day	Contacts	Handed to a person
Nov 21	6,200	1,400
Nov 22	5,800	1,300
Nov 23	7,100	1,600
Nov 24	8,400	1,800
Nov 25	9,900	2,100
Nov 26	11,600	2,300
Nov 27, Black Friday	18,900	3,400
Nov 28	16,200	3,000
Nov 29	14,100	2,700
Nov 30, Cyber Monday	19,600	3,600
Dec 1	15,300	2,900
Dec 2	12,200	2,400
Dec 3	10,100	2,100
Dec 4	8,700	1,900

Connected to the systems that hold the answers

The retail pack comes with connectors for the usual stack. Each one lists exactly what the agent can read and what it is allowed to change.

Storefront: Reads Catalogue, prices, stock by size; Writes Nothing
Order management: Reads Orders, fulfilment, tracking; Writes Delivery notes, exchanges
Payments: Reads Charges and refund status; Writes Refunds inside policy
Returns portal: Reads Open returns and labels; Writes New returns, labels
Loyalty: Reads Points, tier, history; Writes Goodwill points, capped
Helpdesk: Reads Past tickets; Writes Hand-offs with a summary

Portrait of Priya Raman — Priya RamanVP Customer Operations, Parcelry−38%handle time in the first quarter

Questions retail teams ask

Which commerce platforms does Synth connect to?

The major hosted storefronts and order management systems have ready-made connectors. Anything with an API can be added as a custom connector in a day or two, with the same read and write permissions as the built-in ones.

Can the agent issue refunds on its own?

Only inside the rules you write. Refund limits, return windows and final-sale exclusions are fixed steps in the returns flow, so the model can never talk itself into a refund the policy does not allow.

How does it handle peak season?

The agent scales with traffic, so there is no queue to join. Most teams also add peak-only rules, such as extended return windows, and switch them on and off by date.

Does it answer product questions from our catalogue?

Yes. The catalogue, size guides and care instructions sync from your storefront and help centre, and stock is checked live before anything is recommended.

Put Synth on your retail queue

Send us a month of transcripts and we will show you which conversations an agent could have finished, and how.

Book a demo See pricing