framer
E-commerce

Orders. Refunds. WISMO. Auto‑resolved.

Peak season without the panic. Framer ingests every order, tracker and inventory feed to answer customers before they refresh their inbox.

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The problem

What breaks at your scale.

  • 01'Where is my order?' floods the queue every launch.
  • 02Refunds require five tools and three approvals.
  • 03Multilingual support during global campaigns strains agents.
  • 04Fraud and abuse hide inside legitimate ticket volume.
#48291Urgent
2m
Refund not processed for order #48291
Hi — I returned the item on Tuesday and still haven't received my refund. Order was placed on the 12th.
EM
Emma Reyes
Gold customer · 3y
billing
Suggested replyOn-brand · Empathetic
Hi Emma — thank you for your patience. I can see your return arrived at our warehouse yesterday. I've just released the refund for $128.40 and it should land in your account within 3–5 business days.
3 sources cited
Outcomes

Measured lift, not vibes.

82%
WISMO deflected
9m
Refunds processed
104
Languages served
‑35%
Cost per ticket
Use cases

Where Framer shines.

WISMO auto‑resolve
Live carrier data, ETAs and delay explanations sent proactively.
Verified refunds
Fraud checks + policy limits + Stripe execution in one flow.
Peak surge
Elastic AI capacity handles 20× volume without extra headcount.
How it works for ecommerce

WISMO to refund, on autopilot.

The top five ecommerce ticket types resolve without an agent. The rest arrive on a merchant's desk with the answer already attached.

  1. STEP 01
    Live order & inventory lookup

    The moment a customer writes in, Framer pulls the order, shipment, inventory and returns state from Shopify, Stripe and the carrier.

    • Shopify / BigCommerce / Magento
    • Multi‑warehouse aware
    • Carrier ETA in the reply
  2. STEP 02
    WISMO deflection

    Where‑is‑my‑order queries are answered from real data — with a proactive apology and a tracking link — before an agent sees them.

    • Auto‑resolve on read
    • Proactive delay outreach
    • SLA credit if configured
  3. STEP 03
    Refunds & returns

    Verified refunds run against Stripe or Adyen with fraud signals from Signifyd or Kount pre‑attached to the decision.

    • Policy‑bound auto‑refunds
    • Return label generation
    • Fraud score threshold
  4. STEP 04
    Upsell & save

    For churn‑risk or cancellation tickets, the assistant surfaces the right save offer — coupon, upgrade, or human escalation.

    • A/B tested save flows
    • LTV‑aware offers
    • Attribution back to CRM
  5. STEP 05
    Multi‑brand safety

    Separate tone, taxonomies and playbooks per brand, all under one org, all under one audit log.

    • Per‑brand tone profiles
    • Row‑level brand access
    • One consolidated audit
Workflow diagram
1Order lookup2Intent3Policy check4Action5Confirm
Avg. setup
3 weeks
SLA
99.99%
Regions
12
"Our Black Friday was boring. That's the biggest compliment I can give Framer."
Marcus Ojo — Director of CX, Kite
FAQ

Common questions from this industry.

Shopify support?+

Native app for Shopify and Shopify Plus. BigCommerce, Magento, custom too.

Multi-brand?+

Yes — separate brand voices, taxonomies and playbooks under one org.

Fraud handling?+

Signals from Signifyd, Kount and your risk stack feed refund decisioning.

Give your support team an unfair advantage.

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