Patchstore24Shopify
Shopify AI agent for customer service
An AI agent that acts on Shopify orders.
Aide answers shoppers in chat, email and your helpdesk from your catalog and the live order. For verified shoppers it cancels, refunds, changes addresses and starts returns, inside the rules your team sets.Powered by the Agent Governance Engine: every reply is checked before it is sent, and anything Aide shouldn't answer goes to your team.Every order question, resolved on your store
Where is my order?CancellationsAddress changesReturnsProduct questionsCheckout and thank-you pageGet help with this orderRemove an unshipped itemWhere is my order?CancellationsAddress changesReturnsProduct questionsCheckout and thank-you pageGet help with this orderRemove an unshipped itemWhere is my order?CancellationsAddress changesReturnsProduct questionsCheckout and thank-you pageGet help with this orderRemove an unshipped item
Add an order noteHold fulfillment (teammates)Free replacement (teammates)Live cart for your teamSales from chat in AnalyticsShopify Flow triggersGDPR data requests handledAdd an order noteHold fulfillment (teammates)Free replacement (teammates)Live cart for your teamSales from chat in AnalyticsShopify Flow triggersGDPR data requests handledAdd an order noteHold fulfillment (teammates)Free replacement (teammates)Live cart for your teamSales from chat in AnalyticsShopify Flow triggersGDPR data requests handled
$0
To start
Every feature, order actions included, on the Free plan. No card needed.
No code
Aide Chat on your store
Switch on the Aide chat app embed in your theme editor and save.
Verified
Before any order is shared
Logged-in shoppers are recognized. Guests match the order number and checkout email.
Trusted by customers on
BartesianCustomer story
Wicked ClothesShopify
AI agents for Shopify
Built for the questions your store gets
Aide answers from your catalog, your policies and the live order, and acts on the order inside the rules your team sets.
Aide reads the order and its tracking, with the timeline and expected delivery for every package of a split order, and shows it in the chat as a tracking card.
Customer
Where's my order? I'm logged in.
Aide
Your order #7481 shipped in two packages. The first was delivered yesterday. The second is with the carrier and due Thursday; here's its tracking.
✓Logged-in shopper recognized · Tracking read from Shopify and the carrier
Aide cancels an order that hasn't shipped and tells the shopper what happens next. The refund goes to your team for approval.
Customer
Please cancel #1001, I ordered the wrong colour. My email is sam@example.com.
Aide
Thanks, that matches. I've cancelled order #1001 before it shipped. Your refund is with our team for approval, and you'll get an email when it's issued.
✓Order number and email matched · Order cancelled · Refund awaiting approval
When a shopper gives every detail, Aide makes the change in the same reply. A new street keeps the city, postal code, country, name and phone already on the order.
Customer
Please change the street on #1001 to 2 Elgin St.
Aide
Done. Order #1001 now ships to 2 Elgin St, with the rest of your address unchanged.
✓Shipping address updated in Shopify · Order #1001
Aide offers only items Shopify can still take back, inside your window and each market's policy, and skips tags you exclude such as final-sale. Nothing happens until the shopper says yes.
Customer
The mug from #1042 is too small. Can I return it?
Aide
Yes, it's inside your 30-day window. Return 1 x Blue Mug from #1042, reason: too small?
✓Return offered under your Shopify return rules · Created as a request on yes
Sizes, colours and stock come from each product's real options. Aide recommends products as cards shoppers can add to cart, and pairs them from your Shopify pairings.
Customer
Does the Aurora duvet cover come in sage, in queen?
Aide
It does. Sage in queen is in stock right now. Here it is, and it pairs well with the matching pillowcases.
✓Options and stock read from your catalog · Product card with add to cart
On Shopify Plus, support-only chat sits in checkout: it waits to be opened and never promotes products. On every plan, the thank-you page chat knows which order was just placed.
Customer
Do you ship to Canada, and how long does it take?
Aide
Yes. Orders to Canada usually arrive in 5 to 8 business days. Shipping costs show in the order summary once you enter your address.
✓Checkout chat · Shopify Plus
"Get help with this order" in Shopify customer accounts opens a chat with that order attached, so the shopper doesn't have to look anything up.
Customer
One of the glasses in this order arrived chipped.
Aide
I'm sorry about that. I've passed order #2290 to our team with your note so they can send a replacement, and you'll hear back by email.
✓Order attached from the customer account · Handed to your team
Aide is the AI platform for customer service, built for ecommerce brands. The same agent answers in Aide Chat, by email and inside your helpdesk, with one set of knowledge and rules.
Customer
Where's my order? I'm logged in.
Aide
Your order #7481 shipped in two packages. The first was delivered yesterday. The second is with the carrier and due Thursday; here's its tracking.
✓Logged-in shopper recognized · Tracking read from Shopify and the carrier
Runs inside Shopify
Built into Shopify, not bolted on
Install, set up and check on Aide without leaving Shopify, and let Shopify's own tools see your support.
Aide in the Shopify admin
Install, set up, check performance and change common settings without leaving Shopify.Conversations on orders
An Aide block on order and customer pages shows the support history behind each one.Shopify Sidekick
Ask Sidekick about support performance, topics and handoff reasons, or edit FAQ answers.Shopify Flow
Trigger Flow when Aide hands off a conversation or a conversation is resolved.Your catalog as knowledge
Products sync with images, options, every variant, collections and metafields.Customer data requests
Shopify GDPR data requests and erasure are handled automatically.Refunds
Aide prepares the refund. Your team approves it.
Every refund Aide offers waits for a teammate by default. Your team gets an "Order action needs approval" notification and approves or rejects it on the order.
Refunds are capped at what the order can still refund. A large refund requested by a teammate in the Agent role waits for an Owner or Admin.
On a topic set to Drafts, every order action waits for your team, not only refunds.
Customer
The lamp from #1042 arrived with a cracked shade. Can I get my money back?
Order action needs approval · Only your team sees this
Refund $42.10 to the original payment method for 1 x Linen Lamp Shade on order #1042. Aide told the shopper the refund is with the team.
Capped at what order #1042 can still refundRejectApproveYour agent decides
Works with your helpdesk
Keep your helpdesk, or don't
Aide Helpdesk is the inbox for chat, email, WhatsApp, Instagram and Messenger on every plan. If your team is on Zendesk, Gorgias or Front, Aide works inside it with the same order actions.
Drafts, the Aide card and replies on chat and email.
Drafts, the Aide panel and replies on email tickets.
Shared drafts, replies on email, and Aide as a teammate.
Aide Helpdesk as the inbox, with replies sent from your Gmail address.
Matched to the Shopify customer by phone number, with order and tracking cards.
Direct messages answered with product carousels from your Shopify catalog.
Live carrier tracking
Tracking comes straight from UPS and FedEx, and from Shopify for every other carrier, with the timeline and expected delivery for each package.
Only if conditions
It checks the order before it acts
Each procedure can carry Only if conditions your team sets, checked against the live order and shipment. When they are not met, the procedure does not run.
Order exists
Whether the shopper has an order, checked before Aide answers.Order created
Cancellation and change windows, in hours since the order was placed.Tracking exists
Whether the order has tracking yet.Shipment status
Label created, in transit, delivered, exception or not trackable.Destination country
Country-specific shipping and returns answers.Topic and confidence
A topic is detected, above a confidence you choose from 80% to 97.5%.The Agent Governance Engine
Capable enough to touch orders. Governed enough to trust with them.
Each topic gets an AI level: AI Agent, Drafts or None. New topics start at Drafts, so a person confirms first.
Test before you deploy
Try the agent in its preview, check a procedure on your last 50 conversations, and replay a past one with the draft.A switch per action
Turn any order action off. Returns stay off until you turn them on.Always says it is an AI
Asked whether it's a person, Aide says it is an AI. Talk to a person reaches your team at once.Audit every action
The Action Trace shows the topic, sources and order action behind every reply.What it does in your storeOne page for each Shopify job.
Aide prepares the refund. Your team approves it.
Aide checks the order and writes up the refund. By default, nothing reaches Shopify until a teammate approves it.2 min read · UpdatedReturns started in chat, under your rules.
Eligibility, the window, the reason: the answers are already in your Shopify return rules. Aide works through them with the shopper and hands your store a finished request.2 min read · UpdatedCancel the order while there is still time.
A shopper who ordered the wrong size at 9pm wants it stopped before the warehouse opens. Aide takes the request the moment it arrives and cancels the order in Shopify, within your rules.2 min read · UpdatedAddress changes, done before the order ships.
A wrong address is a small problem until the parcel leaves. Aide fixes it in Shopify the moment the shopper asks, at 2am as easily as 2pm.1 min read · UpdatedOrder fixes, made from the conversation.
Remove an item, hold the shipment or send a free replacement without opening Shopify. Aide makes the simple edits for shoppers itself, and your team handles the rest from the same thread.2 min read · UpdatedThe warehouse hears it before it ships.
When a customer asks you to wait or check something, a tag on the order is how your fulfillment app finds out. Aide adds it from the conversation the moment the request arrives.1 min read · UpdatedEvery "where is my order" answered from live tracking.
Aide finds the order, reads the latest carrier scan and answers in seconds, with a tracking card the shopper can open.2 min read · UpdatedOrder details only for the real customer.
Before Aide shows an order or touches it, the person asking has to own it. Signed-in shoppers pass without a step; everyone else matches two details.1 min read · UpdatedHelp, one click from the order.
Shoppers look for help where the order is, in their account. Aide puts "Get help with this order" there and opens chat with that order already attached.1 min read · UpdatedThe right return policy for every market.
A shopper in Toronto shouldn't get your US return steps. Aide checks where each order ships before it answers.1 min read · UpdatedThe right size, from your own size guide.
Your fit guide, the product's stock and the photo the customer sent. Aide brings all three together before your team opens the ticket.1 min read · UpdatedEvery store, one inbox, separate answers.
Connect each Shopify store to one Aide workspace. Your team works a single inbox, and every brand's customers hear that brand's own policies.1 min read · UpdatedAnswers from your size charts and product metafields.
Materials, care, specs and sizing already live in Shopify. Aide syncs every product with its variants and metafields, and answers from what your team keeps there.1 min read · UpdatedBuilt for how Shopify Plus stores run.
Plus adds the one page where a stalled question costs a sale: checkout. Aide puts support-only chat there, alongside order help, Flow triggers and answers in Sidekick.1 min read · UpdatedSupport conversations that start workflows.
Shopify Flow reacts to orders. With Aide, it reacts to support too, when a conversation is handed to your team and when one is resolved.1 min read · UpdatedLive chat that knows the order.
Aide Chat adds live chat to your Shopify store from the theme editor. The AI agent answers at any hour with live orders and tracking, and your team steps in whenever it wants.2 min read · UpdatedRecommends what you sell. Never what you don't.
Aide Chat answers product questions from your Shopify catalogue, shows product cards shoppers add to cart in one tap, and suggests what goes with what they just picked.1 min read · UpdatedAsk Sidekick how support is going.
With Aide installed, Shopify Sidekick answers questions about your customer support from the Shopify admin, and drafts FAQ answers for you to publish.1 min read · Updated
Frequently asked questions
Aide is an AI agent for Shopify customer service. It answers shoppers in chat, email and your helpdesk from your products, policies and the live order, and for verified shoppers it cancels, refunds, changes the shipping address and starts returns in Shopify.
No. Aide Chat works on its own, and Aide Helpdesk is the inbox for chat, email, WhatsApp, Instagram and Messenger. If your team already uses Zendesk, Gorgias or Front, Aide works inside it instead.
No. The Aide chat app embed loads after the rest of the page, and there is no code to paste.
Aide can cancel, refund, change the shipping address, remove an unshipped item and add a note, when the shopper asks or accepts Aide's offer. Teammates can also hold fulfillment and send a free replacement from the conversation.
Yes, once you turn returns on. Aide starts a Shopify return as a request your store approves, or sends a Start your return button for Loop, AfterShip or another portal.
On Shopify Plus, yes: support-only chat sits in checkout. On every plan, Aide chats on the thank-you page.
Yes. Free and Starter cover one store, Pro up to three and Scale unlimited stores. A procedure can answer only from one store's help center, so policies don't mix.
New topics start on Drafts, so your team sees what Aide would say and do before it acts. A quality scorecard with nightly evals shows when a topic is ready, refunds wait for a teammate by default, and the Action Trace records every order action Aide takes.
E-commerce CX concepts
The topics and workflows behind a Shopify support queue, defined term by term.
- Address change request
- Address validation
- AI order management
- Back-in-stock notification
- Backorder
- BOPIS
- Bracketing
- Cart abandonment
- Chargeback
- Chargeback response
- Conversational commerce
- Customer lifetime value
- DDP vs DDU
- Delivery exception
- Delivery promise
- Ecommerce chatbot
- Final sale
- Friendly fraud
- Fulfillment hold
- Lost package claim
- Order cancellation automation
- Order confirmation email
- Order fulfillment
- Order modification
- Order status page
- Partial refund
- Payment authorization hold
- Peak season customer service
- Porch piracy
- Post-purchase anxiety
- Post-purchase experience
- Pre-order
- Pre-sale support
- Product exchange
- Repeat purchase rate
- Replacement order
- Restocking fee
- Retail chatbot
- Return fraud
- Return label
- Return shipping fee
- Return window
- Returnless refund
- Returns automation
- RMA
- Self-service return portal
- Shipping cutoff
- Shipping insurance
- Shopify customer account
- Size guide
- Split shipment
- Store credit
- Subscription support
- Support-driven revenue
- Tracking number
- Warranty claim
- WISMO
- WISMO automation
Put an AI agent on your Shopify store
Start free with 150 AI replies a month. Order actions are on every plan.