Not a promise — this is the text the system actually sends to customers. Notice the pattern: the AI answers the everyday questions itself, and hands anything that touches money over to you.
Answered automatically
The AI handled it itself and replied to the customer in seconds.
Sent to you
The AI prepared the reply and put the case in your approval queue. Nothing that touches money happens without your click.
Real replies and templates from BestSupport. Customer names, order numbers and the store name are anonymised.
Answered automatically
What the AI handles itself
The most common requests — order status, complaints and returns within the rules — the AI answers itself, in your tone.
"Where is my order?"
Answered automatically
Customer
Hi
I'd like to know when my order #10231 will be shipped?
Best, Mette
BestSupport AI
Hi Mette, and welcome to Nordisk Hudpleje 😊
Thank you for reaching out about order #10231.
I can see that your order has already been shipped! It contains 1× Aloe Vera Day Cream 50 ml for 199.00 kr.
You should receive the parcel shortly. If you've received a shipping confirmation with a tracking number by email, you can follow the parcel directly there.
Best regards,
Nordisk Hudpleje
The AI looks the order up in Shopify and replies with the product name, price and status — not a generic "we'll get back to you".
The order doesn't exist
Answered automatically
Customer
Hi
Where is my order #90188? I haven't heard anything.
Best regards
BestSupport AI
Hi Anders
Thank you for reaching out.
Unfortunately I can't find an order with the number #90188 in our system. It's possible the order number is different from the one you provided.
Could you check your order confirmation email to see whether it might be a different order number? Then I'll gladly find the status of the right order right away.
Best regards,
Nordisk Hudpleje
The AI never invents an order it can't see. It asks the customer to check the number rather than guessing.
Delayed parcel — the AI reaches out first
Answered automatically
No customer has asked. The system spots that the parcel is delayed in transit and writes to the customer itself — before they get impatient:
BestSupport AI
Hi Emil,
We're writing to you regarding your order #10318 from Nordisk Hudpleje.
We're sorry to inform you that your parcel is unfortunately delayed and has not yet been delivered as planned. We sincerely apologise for the inconvenience this causes.
Tracking number: 057112094411
Track your parcel here: https://gls-group.eu/track/057112094411
We're actively monitoring the delivery and doing everything we can to get your parcel to you as soon as possible. If you haven't received your parcel within the next 2 business days, you're very welcome to contact us.
If you have any questions or need help, you're always welcome to reply to this email.
Best regards,
Nordisk Hudpleje
The AI automatically checks for delayed parcels and sends an apology with tracking. The only example here where the AI writes FIRST — the rest are replies to a customer email.
Complaint about a damaged item
Answered automatically
Customer
Hi
My order #10244 arrived damaged. I've attached a photo.
Best, Sofie
billede.jpg
BestSupport AI
Hi Sofie,
Thank you for reaching out about your order #10244.
I'm sorry to hear the product arrived damaged.
To process your complaint, please reply to this email with:
1. Photos of the damage
2. A copy of your receipt
Once we receive these, we can offer you one of the following options:
- A full refund (you return the product to us)
- A partial refund (you keep the product)
- A replacement (we send a new one)
Best regards,
Nordisk Hudpleje
Customer
skade-2.jpg
BestSupport AI
Hi Sofie,
Thank you for sending the photos for order #10244. We have reviewed the documentation and would like to offer you one of the following solutions:
1. Keep the item and receive 30% of the amount back as compensation.
2. Return the item for a full refund (you send the item back to us).
3. Receive a replacement item (we send you a new one).
Please reply with 1, 2 or 3, and we will process your choice right away.
Best regards,
Nordisk Hudpleje
Customer
2
BestSupport AI
Hi Sofie,
Thank you for your reply. We have received your choice and will process it as soon as possible.
We will contact you again once it's done.
Best regards,
Nordisk Hudpleje
The AI runs the whole conversation: asks for documentation, offers three concrete options and captures the customer's choice. The refund itself only happens once you've received the item back — money never moves automatically.
Return approved → customer gets a label
Answered automatically
Customer
Hi
I'd like to return my order #10188 — unfortunately it's too small.
Best, Frederik
BestSupport AI
Thank you for your return request for order #10188. Your request has been forwarded to our team, who will get back to you as soon as possible.
BestSupport AI
Hi Frederik,
Good news — your return is approved — order #10188, and your return label is attached to this email as a PDF.
Print the label, attach it to the package, and hand the package in at the carrier's nearest drop-off point.
Tracking number: 056212108690 (GLS)
When we have received the package, we will process your refund.
Best regards,
Nordisk Hudpleje
returlabel.pdf
A return over your cap waits for your approval. Once you've approved it and booked the label with one click (it costs money — that's why it's your click), the AI writes the email, attaches the PDF and sends the tracking number to the customer — automatically.
Sent to you
What it puts on your desk
Here's where the line is: the AI handles the cheap and safe cases itself, but anything that costs money or falls outside the rules it sends to you — with the reason. Escalating isn't a weakness; it's the safety.
Return within the amount cap
Answered automatically
Customer
Hi
I'd like to return my order #10250 — unfortunately it doesn't fit.
Best, Camilla
BestSupport AI
Hi,
Your return request for order #10250 has been approved.
Return address:
Nordisk Hudpleje
Bredgade 12
1260 Copenhagen
Denmark
Instructions:
- Pack the item securely to avoid damage during shipping
- Include the order number in the package if possible
- We recommend sending with tracking
The refund will be processed within 5-7 business days after we receive the item.
Best regards,
Nordisk Hudpleje
If the return is within your return window and under your amount cap, the AI approves it itself and sends the customer the return address. The refund is processed once you've received the item.
Return over the amount cap
Sent to you
Customer
Hi
I'd like to return my entire order #10260 — unfortunately it doesn't fit.
Best, Lars
BestSupport AI
Thank you for your return request for order #10260. Your request has been forwarded to our team, who will get back to you as soon as possible.
What you see in your dashboard
The return's value (DKK 1,110) exceeds your auto-approval cap (DKK 500) — requires manual approval.
Large amounts always stop with you. The customer gets a polite acknowledgement, and the case lands in your approval queue with the reason — you decide, not the AI.
Why one of them stops: Small amounts the AI approves itself. Large amounts stop with you — a refund is money out of the till, and that call is yours.
Can't find the return label
Answered automatically
Customer
Hi
I can't find my return label for order #10312. Can you send it again?
Best, Ida
BestSupport AI
Hi Ida,
Here is your return label for your return — order #10312. It is attached to this email as a PDF.
Print the label, attach it to the package, and hand the package in at the carrier's nearest drop-off point.
Tracking number: 056212108701 (GLS)
When we have received the package, we will process your refund.
Best regards,
Nordisk Hudpleje
returlabel.pdf
If the customer can't find a label you've already sent, the AI fetches the same PDF and sends it again — for free. It never books a new one.
The return label doesn't work
Sent to you
Customer
Hi
My return label for #10345 doesn't work — the barcode can't be scanned at the drop-off point. I need a new one.
Best, Peter
BestSupport AI
Thank you for your return request for order #10345. Your request has been forwarded to our team, who will get back to you as soon as possible.
What you see in your dashboard
Customer reports a problem with the return label — may need a new label (requires your approval).
A NEW label costs money to book — so that call is yours. The AI never re-sends a useless label and never books a new one on its own.
Why one of them stops: An existing label the AI re-sends for free. A NEW label costs money to book — so it waits for your click.
Cancellation
Sent to you
Customer
Hi
I'd like to cancel my order #10271. Can you help?
Best, Jonas
BestSupport AI
Thank you for your message. We have received your request to cancel order #10271 and will process it as soon as possible.
Best regards,
Nordisk Hudpleje
The AI never cancels an order itself. It acknowledges the customer and puts the cancellation in your queue for approval — you're the one who clicks.
Return outside the return window
Sent to you
Customer
Hi
I'd like to return my order #10099. It's been a while, but I never got to use it.
Best, Helle
BestSupport AI
Thank you for your return request for order #10099. Your request has been forwarded to our team, who will get back to you as soon as possible.
What you see in your dashboard
The order is 45 days old (your return window is 30 days).
If the order is outside your return window, the AI doesn't approve automatically. The customer gets a polite acknowledgement, and you get the case with the exact reason — so you can choose to make an exception or not.
Want to see it live?
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