Customer service
Support that actually resolves.
Felix reads the order, decides, acts in your store, and replies. Every step on the record. Here's one, start to finish.
1A customer writes in3:47 PM
Hannah Cole · [email protected]Email
Where is my order?? #26188
I ordered on the 18th with expedited shipping and it still isn't here. I need it by Friday for a trip. Can someone please tell me what's going on.
2Felix works3:47 PM · 41s
Inbox activity · on the recordWeb app
3:47:02Working…
Skill · Where's my orderRead order + tracking · Opened carrier trace
3He replies, and it's done3:48 PM
Felix for Human Food BarEmail
Hi Hannah — I'm sorry, that's not the expedited experience you paid for. Your box left us Aug 19 and has been sitting at the UPS Asheville hub since Sunday. I've opened a trace with UPS. If it isn't moving by Thursday morning, I'll reship overnight at no charge so you have it for your trip. I'll email you either way.
✓ Resolved · Hannah replied "thank you"5 cr $0.50
Answering alone is free. This one was priced because he did the work: 3 credits base + 2 for the tracking lookup. If Hannah had gone unanswered, $0.
Order changes
He doesn't stop at your store. He stops the warehouse.
A cancellation, address change, or item swap is only real if the box doesn't ship. Felix emails your 3PL, waits for their yes, then updates the order and tells the customer. One request, eight steps, one wait for the warehouse.
10:02:14Working…
Leo Marsh10:02
Cancel order #26231 please
Ordered the wrong flavor 20 minutes ago — meant to get Cocoa Almond, not Peanut. Can you cancel so I can reorder?
Step 1 · what the customer sent
Felix → [email protected]10:02
Hold and cancel — Human Food Bar #26231
Hi Lena — customer cancelled order #26231 (Leo Marsh, 2× Peanut 12-pack) at 10:02 today. It's not on a pick list yet. Please pull it from today's batch and confirm. Thanks — Felix, for Maya.
D
Lena · Northline 10:03
Pulled. #26231 won't ship. — D
Pulled. #26231 won't ship. — D
Step 4 · he doesn't cancel until the warehouse says so
Order #26231 · Shopify10:03
StatusCancelled
Refund$58.00 · original card
FulfillmentHeld · confirmed by 3PL
NoteCustomer reordering Cocoa Almond
Steps 5–6 · store updated, Leo emailed8 cr $0.80
Cancellations
Stops the shipment, refunds the card, tells the customer.
Address changes
Updates the label at the warehouse before dispatch, then the order.
Item changes
Adds, removes, or swaps items; settles the difference either way.
If the box has already left, he says so and switches to the lost-shipment loop instead. No warehouse reply, no cancellation — and no charge.
Working with him
He does the work. You review, redirect, and teach — wherever you are.
Slack for the team, the web for depth, your phone for the decisions that can't wait. Same Felix, same trail, same rules.
In SlackDone first, ask second
Felix APP 5:00 PM
End of day. I handled 41 on my own today — 26 order status, 5 address changes, 6 returns, 4 subscription swaps. 6 need your call: 3 refunds over your $60 limit, 2 policy questions I don't have an answer for, 1 customer I'd rather you saw.
Open the 6Show the 41
The team sees what he did and what he's asking. Approvals happen in the channel.
On the webDepth when you want it
Approval queue · 6$60 refund limit
Refund $72.00 · Victor A.
Box arrived crushed — photo attached, bars intact but he wants a full refund. I'd refund and send a replacement. Over your limit, so it's yours.
Victor — I'm sorry about the box. Full refund is on its way today, and a fresh 12-pack ships tomorrow on us…
ApproveEditTeach him why
He asked, you answer once
Is the Peanut bar certified kosher?Answer →
Return window for opened boxes?Answer →
Edit his draft, raise his limits, answer what he doesn't know. He uses it from then on.
On your phoneOne decision at a time
Focus Deck2 of 6
Refund · over limit
$72.00 to Victor A.
Crushed box, photo attached. I'd refund in full and reship — he's a subscriber.
ApproveAsk Felix
Tap Approve, then tap again to commit
The six that need you, one at a time, in the minute you have in line at the post office.
Autonomy
You decide what he decides.
New accounts start with everything held for your approval. Three settings per skill — read only, draft for my approval, full autonomy — widened as he earns it. Anything outside the line comes to you with his recommendation attached.
Permissions · per skill and per connectionWeb app
Answer questions
Order status, product, policy
Refunds
Full autonomy to $60 · above that, drafts for your approval
Cancel, change address, start a return
Before fulfillment
Reship a lost order
Costs you inventory
Angry or legal-sounding
Chargebacks, threats, press
Your stack
Native on Shopify and WooCommerce. Plugged into whatever you run on top.
Orders, refunds, cancellations, and address changes work directly against the store — no add-on needed. Where you've added a tool, he connects to the service itself, so a Shopify app and a WordPress plugin reach the same depth.
Store
Native. Reads and acts through the platform API.
ShopifyWooCommerce
Warehouse
Emails your 3PL and reads their confirmations.
ShipBobShipStationAny 3PL by email
Subscriptions
Pauses, skips, swaps — the same on either platform.
RechargeSkioSmartrr
Returns
Opens the return through your portal, or natively if you have none.
Loop ReturnsAfterShip ReturnsReturnGORedo
Loyalty and reviews
Points, tiers, and reviews inform every reply.
Smile.ioYotpoStampedJudge.meOkendo
Email and SMS
One key. Same context for every message.
KlaviyoAttentivePostscript
Inbox and chat
Where customers reach him.
GmailOutlook 365Web chat
Every connection shows exactly what you're granting, per app. The list is the same one inside the app; nothing here he can't actually connect.
Getting him started
Connect the store. Sign in to the inbox. Point him at your policies.
1Connect your store
ShopifyWooCommerce
Orders, customers, subscriptions, tracking. He reads and acts through the store's own API — nothing to install on your site.
2Give customers a way to reach him
GmailOutlook 365Web chat
Sign in to the support mailbox — Google-verified, Microsoft-verified — or drop one line of web chat on the store. Sorting and triage run on their own, free.
3Tell him what you'd do
Knowledge3 sources
humanfoodbar.com/faq
humanfoodbar.com/shipping-returns
Product pages · 14
You added: "Reship lost boxes once, refund the second time."
Drop your store's URLs; he reads the policies and products himself. Add the unwritten rules in plain words.
Answering is free. Resolving is 3 credits plus the steps.
No subscription, no seats. If he escalates to you or can't finish, that work costs nothing.