# Aide takes the sizing questions. Your team takes the proofs.

Custom orders bring two kinds of questions: the ones your print team should answer, and the hundreds about size charts and shipping that they shouldn't. Aide answers the second kind from your guides and the live Shopify order.

Aide is an AI agent for custom apparel and merch brands on Shopify that answers sizing and fit questions from your size charts and live variant stock, and tracks every order and shipment. Size exchanges go through your returns portal, and proofs, artwork and rush orders go to your team.

Source: https://aide.app/industries/custom-apparel-and-merch · Updated 2026-11-03 · By Ziyad Basheer

| | |
|---|---|
| Size answers | From the fit guide a product page points to, plus each variant's stock. |
| Exchanges | A Start your return button opens your returns portal on the order. |
| Product context | In Aide Chat, Aide knows the product and variant the shopper is viewing. |
| Tracking | Live from Shopify, plus direct UPS and FedEx checks, box by box. |
| Helpdesks | Front, Zendesk or Gorgias, or Aide Helpdesk as your inbox. |

- 300+ Order status chats automated: Threadbird's order status conversations in recent weeks, answered without a teammate.
- 1000s Procedure runs: Resolving order status, shipping and address changes for Threadbird.
- 50,000+ Orders processed: The order volume behind Threadbird's support, run from Front and Shopify.

## What custom apparel customers actually ask

Most of it is sizing and shipping. Aide answers those from your guides and the order, and passes custom work to people.

### A measurement into a size

Aide reads the size chart linked from the product, so a chest measurement becomes a size from your own chart, with stock checked.

> Customer: My chest is 42 inches. Which size in the heavyweight tee?
>
> Aide: For a 42-inch chest, our heavyweight tee chart points to a Large, which measures 44 inches across. Large is in stock in Black and Natural.
>
> Heavyweight tee size chart read · Stock checked

### A group order across sizes

Clubs and teams ask for several sizes at once. Aide checks every variant before anyone commits, and suggests a close style when one is gone.

> Customer: Do you have the navy hoodie in Small, Medium and XL for our club?
>
> Aide: The navy hoodie is in stock in Small and Medium. XL is sold out right now, and the charcoal hoodie is in stock in XL if that works for your group.
>
> Variant stock read from Shopify · Navy hoodie

### Swap for a size up

Exchanges happen in your returns portal. Aide sends a Start your return button with the shopper's order already filled in.

> Customer: The crewneck from order #1081 is too tight. Can I swap it for an XL?
>
> Aide: Swaps happen in our returns portal. Tap Start your return below and order #1081 is already filled in, so you only pick the XL.
>
> Start your return link sent · Order #1081

### "Does this one run small?"

In Aide Chat, Aide sees the product and variant on screen, so a vague question has a clear subject.

> Customer: Does this one run small?
>
> Aide: The garment-dyed pocket tee in Sage runs true to size, per its fit notes. If you're between sizes, the guide suggests going up for a relaxed fit.
>
> Viewing: Garment-dyed pocket tee, Sage · Fit guide read

### Half the order arrived

Big merch orders often ship in more than one box. Aide says what each package holds and where it is.

> Customer: Only the shirts from order #1090 arrived. Where are the tote bags?
>
> Aide: The shirts were delivered Tuesday. The tote bags shipped separately with FedEx yesterday and are due Friday, November 6.
>
> 2 shipments read · FedEx tracking checked · Order #1090

### Custom work goes to people

Proof changes, artwork and rush requests need your team. Aide passes them over with a summary and the order attached.

> Customer: Can you move the logo on my proof up an inch? Order #1094.
>
> Aide: I've passed your proof change for order #1094 to our art team, with your note about moving the logo up an inch. They'll reply in this thread.
>
> Handed to your team with a summary · Order #1094

## Threadbird's order questions, off the team's plate

Threadbird screen prints custom apparel for more than 10,000 clients, with Front as its helpdesk and Shopify for orders. Aide answers its order status questions and handles address changes, so people can spend their time on design and production.

"Aide doesn't get tired at the end of a long day. It provides the same level of detail and helpfulness whether it's the first inquiry or the three-hundredth." Brian, customer experience lead, Threadbird

> Customer: Can order #1086 ship to our new office, 310 Pine St, Denver, CO 80205?
>
> Aide: Order #1086 hasn't shipped, so it now goes to 310 Pine St, Denver, CO 80205. Everything else on the order stays the same.
>
> Shipping address updated in Shopify · Order #1086

Threadbird's full story is on the [Threadbird customer page](https://aide.app/customers/threadbird). More on fit guides, variant stock and photo fit checks: [sizing and fit questions](https://aide.app/shopify/sizing-and-fit).

## Frequently asked questions

### Can AI answer sizing questions for custom apparel?

Yes. Aide answers from the size chart or fit guide your product page points to and checks which sizes are in stock, so the size it suggests is one you can ship.

### Does Aide handle size exchanges?

Through your returns portal, such as Loop or AfterShip, when the portal offers exchanges. Aide sends a button that opens the portal on the shopper's order, and the portal creates the exchange.

### What happens with proofs, artwork and rush orders?

Aide can pass each one to your team with a summary and the order attached, instead of answering it. Copilot can then draft the reply for the teammate who picks it up.

### Can Aide change or cancel a merch order after checkout?

For verified shoppers, Aide changes the shipping address or cancels an order that hasn't shipped, in Shopify. A refund that comes with a cancellation waits for a teammate by default.

### Our team works in Front. Does Aide run there?

Yes. Aide drafts in every Front shared inbox and answers email once an inbox is live, with its panel in the Front sidebar. Threadbird runs Aide in Front with Shopify.

### When is Aide not the right fit?

When your custom orders are quoted and invoiced outside Shopify. Aide reads and changes Shopify orders, so an order that lives only in a quoting tool or spreadsheet is invisible to it.

## Related
- [AI customer service for appliance brands](https://aide.app/industries/appliances-and-hardware)
- [How Threadbird automated its order questions](https://aide.app/customers/threadbird)
- [Best AI customer service for apparel brands](https://aide.app/compare/best-ai-customer-service-for-apparel-brands)

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