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AI customer service for home goods

Big, breakable orders, explained box by box.

Home goods arrive in several boxes, from more than one carrier, and sometimes broken. Aide reads each shipment and the shopper's photos, and answers assembly and care questions from your own guides. · By
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Short answer

Aide is an AI agent for home goods brands that reads photos of damaged items, follows delivery exceptions and explains split shipments package by package. It answers assembly and care questions from your manuals once they are published as help articles or pages, and passes replacements to your team.
Photos
Up to four recent photos, read in Gorgias drafts, Aide Chat and email.
Split orders
Every Shopify shipment, with its own carrier, contents and tracking.
Exceptions
Procedures can match a carrier exception or a parcel with no recent scan.
Manuals
Read from your help center, website or written articles, with the source shown.
WooCommerce
Read-only. Aide reads orders, products and customers, and never changes them.
Helpdesks
Front, Zendesk or Gorgias, or Aide Helpdesk as your inbox.
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What home goods shoppers write in about

Breakage, boxes in transit and assembly steps. Examples below use Shopify, where Aide can also act on the order.

Aide reads the photos and says only what they show. A teammate sends the free replacement from the order, as a new $0 order.
Customer
The ceramic lamp base from order #1058 arrived in pieces. Photos attached.
Aide
I'm sorry it arrived like that. Your photos show the base broken into several pieces inside the box. I've passed them to our team with order #1058 so they can arrange a replacement.
✓3 photos read · Handed to your team · Order #1058

When the shopper writes, a procedure can check for a carrier exception and send your wording, or pass the order to a person.
Customer
Tracking for order #1066 says delivery exception. What does that mean?
Aide
UPS couldn't complete delivery of order #1066 yesterday and marked it as an exception. I've passed it to our team to sort out with UPS, and they'll update you here.
✓UPS tracking checked · Shipment status: exception · Handed to your team

Large orders ship in more than one box. Aide lists what each package holds, with its own carrier and expected date.
Customer
My rug from order #1073 came, but where are the picture frames?
Aide
Order #1073 shipped in two packages. The rug was delivered Monday. The three picture frames are with FedEx and due Thursday, November 5.
✓2 shipments read · FedEx tracking checked · Order #1073

Publish your manual as a help article and Aide answers from it, citing the article, so the steps match your instructions.
Customer
Which screws go into the shelf brackets on the oak bookcase?
Aide
The shelf brackets take the short M4 screws, marked B in your hardware bag. The oak bookcase assembly guide covers the brackets in step 3.
✓Answered from the Oak bookcase assembly article

Fabric, wood and finish questions come up after delivery. Aide answers from your care articles and product details.
Customer
Can I put the linen cushion covers in the dryer?
Aide
Our care guide says to tumble dry the linen cushion covers on low, or line dry to keep their shape. Wash them inside out in cool water first.
✓Answered from the Linen care article

For a verified shopper on Shopify, Aide removes an item that hasn't shipped. The refund for it follows your refund limit.
Customer
I ordered four dining chairs on #1084 but only need three. Can you take one off?
Aide
The chairs on order #1084 haven't shipped, so I can take one off. I've sent the change and the $129.00 refund to our team for approval, and you'll hear back here.
✓Unshipped item removal and refund awaiting approval · Order #1084
Customer story

ManyBidets runs two brands from one Front workflow

ManyBidets sells bidets online, and its sister brand Hygiene For Health manufactures and repairs them. Its team works in Front, with orders on WooCommerce. Aide's WooCommerce connection is read-only, so Aide reads each order and drafts the reply, and the team makes any change to the order.

The result in the story is 4 minutes saved per conversation on average, across both brands in a single support workflow. "The friction wasn't obvious until you multiplied it by hundreds of interactions," as a ManyBidets team member put it.

Customer
My bidet seat from order #1077 has a slow leak at the hose. Can it be repaired?
Aide
Sorry about the leak. Our repair team can take a look at it. Could you send a photo of where the hose meets the seat, and the model number from the label underneath?
✓Order #1077 read from WooCommerce · Draft in Front

Frequently asked questions

Aide reads up to four recent photos when it drafts in Gorgias or answers in Aide Chat or email, and says only what they show, never the cause. A teammate decides the remedy and can send a free replacement from the Shopify order.

On Shopify, Aide reads every shipment of the order with its own carrier, contents and live tracking, so it can say which box arrived and which is still on the way.

Yes, once the manual's content is in your help center, on your website or written as an article in Aide. Each answer shows the article it came from, so your team can check it.

Aide reads WooCommerce orders, products and customers and answers from them. It doesn't change, cancel or refund WooCommerce orders; those requests go to your team with the order attached. Order actions are Shopify only.

A procedure can check a shipment's status, including a carrier exception, or how long since tracking last updated, then send your reply or pass the conversation to your team.

When most delivery problems are settled by phone with a freight or white-glove carrier. Aide answers chat and email, and its direct carrier checks cover UPS and FedEx; other carriers show what Shopify reports.

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