AI Voice Agent for Order Tracking and Returns

Let customers check delivery status, update addresses, start exchanges, and generate return labels over the phone without waiting on hold. Catana’s voice agent authenticates callers, pulls live order data, and executes return workflows in one natural conversation.

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Catana Order & Returns Agent

AI voice agent for tracking, exchanges, and refunds

Stand up a voice workflow that answers “Where is my order?” and completes returns or exchanges without human intervention. Start with the top intents and expand to proactive delivery updates and exception handling.

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Order-aware conversations

Match phone number or verify details, then reference live order and shipment data to provide precise answers.

Return labels and RMAs

Create RMAs, generate labels, and send instructions via SMS or email while updating your help desk ticket.

Smart escalation

Transfer edge cases with a concise summary and order context so humans resolve quickly.

Analytics and transcripts

Track intent mix, resolution rates, refund types, and repeat-caller patterns to optimize policies and logistics.

Catana

"Automate WISMO and returns calls while maintaining policy consistency and brand voice across every conversation."

Order tracking and returns

Automate WISMO and returns end to end

Catana connects to your store to fetch shipment events, confirm policies, and create return labels. The agent confirms identity, explains options, and updates orders or RMAs instantly, handing off only edge cases to humans with full context.

AUTOMATION

Real-time order status by voice

Authenticate the caller, fetch carrier scans, ETA, and delivery notes, then send a follow-up text or email with tracking details.

INTEGRATION

Creates RMAs and labels automatically

Initiate returns or exchanges from live policy rules. Generate labels, share drop-off instructions, and update order notes in your system.

INTELLIGENCE

Policy-aware decisions

Check eligibility windows, item conditions, bundling rules, and VIP exceptions. Offer store credit, exchange, or refund per your policy.

USE CASES

Ecommerce support solutions powered by AI

Automate your most common support requests—from order tracking to refunds—so your team can focus on what matters most.

After-Hours Support

Enables 24/7 coverage so customers can get help when the team is offline. This directly impacts sales recovery, customer satisfaction, and missed-call reduction.

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Order Tracking

"Where's my order?" is the #1 ecommerce support request. Automating it eliminates the highest-volume support burden and improves customer experience.

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Refund and Order-Status Calls

Handles the second-most frequent support category—refunds and returns—instantly, reducing friction and ticket load.

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Shipping Questions

Provides real-time delivery info and courier details, preventing inbound calls about shipping policies or delays.

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Call Triage

Filters routine vs. urgent calls, escalating only complex issues to human staff—critical for busy stores with limited support bandwidth.

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Post-Purchase Satisfaction

Automatically gathers feedback and detects churn or issues early, turning support automation into a retention and marketing asset.

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SCALE

AI infrastructure for high-volume WISMO and returns

Reduce ticket backlogs and peak-season spikes by answering tracking and returns calls instantly. Catana scales concurrent calls, enforces policies consistently, and maintains secure records across platforms.

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