An AI chatbot for your online store: shipping, returns and sizes from your own pages
SupportVia is an AI chatbot for ecommerce websites that answers shoppers from your store’s own pages: shipping times, returns, sizes, materials and payment options, with a link to the page it read. It can’t look up an order, so “where’s my order?” and anything else your pages don’t cover go to your team in a shared inbox. Plans start at $29 a month, free for 7 days or 50 AI conversations.
Free for 7 days or 50 AI conversations. No card needed. Live in about ten minutes.
- Customer: Do you ship to Canada?
- Fernhill Supply Co.: Yes. Orders to Canada take 5 to 8 business days, and shipping is a flat $15. (Read more: Shipping policy)
- Customer: Where is my order? It’s #4821.
- Fernhill Supply Co.: I’m not sure about that. Want me to get someone from the team?
What it handles, and what it doesn’t
The short version, before the details below.
- It answers shipping, returns, sizing, care and payment questions from your store’s pages, with a link to the page it read.
- It hands the shopper to your team, with a note on what they need, when they ask for a person or your pages don’t cover the question.
- It doesn’t look up orders, stock or customer accounts, so “where’s my order?” goes to your team.
- It doesn’t recommend products from browsing history, recover abandoned carts, or chat on WhatsApp or Instagram.
What shoppers ask, and where the answer comes from
Most store chats are the same few questions, asked before someone buys. The AI answers them from your store’s pages and links to the one it read, so the shopper can check.
How long does shipping take to Texas?
The delivery times your shipping policy gives.
Answer links to: Shipping policy
Is there free shipping?
The free shipping threshold, if your pages state one.
Answer links to: Shipping policy
Can I return this if it doesn’t fit?
Your return window and conditions, as your returns page sets them out.
Answer links to: Returns and exchanges
Does the linen shirt run small?
What the product page or size chart says about fit.
Answer links to: Size guide
Is this mug dishwasher safe?
The care details on the product page.
Answer links to: Product page
Do you take PayPal?
The payment options your FAQ or checkout help page lists.
Answer links to: FAQ
What goes to your team
The AI reads your pages. It isn’t connected to your store’s orders, stock or customer accounts, so it hands these to a person:
- Where an order is, or when it ships. It can’t look up an order.
- A damaged or wrong item, a refund that hasn’t arrived, or an exchange to arrange.
- Anything your pages don’t cover, such as a custom order.
- Any request for a person, at any point in the chat.
Each handover sends your team a desktop alert. When the AI hands over, it adds a note on what the shopper needs. While the shopper waits for a person, the chat asks for their name and email, and the conversation waits in your inbox under Leads.
What to put on your store first
Shoppers ask about policies more than products. Before you go live, check your store has:
- A shipping page with delivery times, costs and where you ship.
- A returns page with the window, the conditions and who pays return shipping.
- A size guide, and fit or care details on the product pages.
- An FAQ with payment options, gift cards and how to contact you.
The AI reads up to 200 pages per website on Starter, 500 on Growth and 2000 on Pro. The import puts your home page first, then pages such as products, shipping, returns, FAQ and contact, and leaves out cart, sign-in and blog pages. A big catalog can fill your page limit before your own pages do, so check what the import kept and add any skipped shipping, returns or FAQ page by its link. On Shopify, add your policy pages by link too: the Shopify guide shows how.
Anything that isn’t on a page can go in a Q&A. Our guide to a website FAQ chatbot shows how to write Q&As it finds, and how to test them.
After a sale or a policy change
The AI reads your pages when you import them, and again when you import them again. It doesn’t see live stock or prices as they change. If an old sale page is still online next to your current prices, it doesn’t pick one: it says the information differs and offers your team.
After a sale or a policy change, take the old page down or switch it off in the dashboard, and import your store again. How it answers covers the rules it follows.
Put it on your store
Price and free trial
A plan counts AI conversations. Chats your team answers are never counted, and a chat the AI hands over counts only once.
| Plan | A month | AI conversations | Websites | Teammates |
|---|---|---|---|---|
| Starter | $29 | 150 | 2 | 2 |
| Growth | $79 | 500 | 5 | 5 |
| Pro | $199 | 1,500 | 15 | No limit |
Prices are in US dollars or rupees (₹), plus taxes where they apply. Start free for 7 days or 50 AI conversations, no card needed. Compare tools on price with the AI chatbot cost calculator.
Questions about an AI chatbot for an ecommerce website
Can it recommend products?
Only from what your product pages say. A shopper can ask which jacket is waterproof, and it answers from the pages that say so. It doesn’t see what they browsed, what’s in their cart or what they bought before.
What if my store has more products than my page limit?
Then not every product page is read. The limit is 200 pages per website on Starter, 500 on Growth and 2000 on Pro. Check what the import kept, and add your shipping, returns and FAQ pages by link if they were skipped. For a product it didn’t read, it says it isn’t sure and offers your team, unless another page it read answers the question.
Does it know what’s in stock?
Only what your pages said when you last imported them. It doesn’t see live stock, so a shopper who needs to know for sure can ask your team.
Does it work on WooCommerce or another store platform?
Yes, on any store that lets you add a line of code to every page. WooCommerce runs on WordPress, so follow the WordPress guide. For other platforms, the any website guide shows where the line goes.
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