The customer experience doesn’t end at checkout.
Most Shopify support tickets come after the sale — customers asking where their order is, how to return an item, or when a refund will arrive. Handling these requests manually drains your team’s time and slows down response times.
With Catana, you can automate every part of post-purchase support.
Catana’s AI voice and chat agents connect directly to your Shopify data to handle the entire journey after checkout — from order tracking to refunds — instantly and accurately.
Why Automate Post-Purchase Support
Post-purchase inquiries make up more than 70% of ecommerce customer service volume.
They’re repetitive, rule-based, and perfectly suited for automation.
By using AI for post-purchase workflows, your store can:
- Provide 24/7 order and return updates
- Reduce repetitive tickets by up to 80%
- Improve customer trust and retention
- Free up human agents for complex issues
Customers stay informed — and your team stays focused on growth.
What Catana’s AI Handles Automatically
1. Order Tracking and Shipping Updates
Catana connects directly to Shopify and your shipping providers.
When customers ask, “Where’s my order?”, the AI checks tracking data in real time and responds instantly.
“Your order shipped yesterday and should arrive by Friday.
2. Refunds and Returns
Customers can request refunds or returns by calling or messaging your store.
Catana checks your refund policy, validates eligibility, and triggers the refund.
3. Delivery Confirmations and Follow-Ups
After an order is delivered, Catana can reach out to confirm receipt or request feedback, turning post-purchase interactions into engagement opportunities.
“Hey there! Your package was delivered this morning. Everything arrive okay?”
4. Product Care and Re-Order Reminders
Catana can proactively educate customers or suggest complementary products once the purchase is complete.
“Since you purchased the espresso machine last week, I thought you might like our descaling tablets — they help keep your machine running smoothly.”
5. Escalations to Human Support
When an issue requires a personal touch (e.g., damaged items or replacements), Catana passes the conversation to your human team with full context and a transcript — no repetition or confusion.
Benefits of AI-Powered Post-Purchase Support
- Instant, accurate responses powered by Shopify data
- 24/7 availability without extra staff
- Fewer support tickets and lower costs
- Higher satisfaction and repeat purchases
How to Set Up AI Post-Purchase Support on Shopify
- Go to the Shopify App Store and search Catana.
- Click Add app to install Catana: AI Voice Agent for Shopify.
- Sign up or log in to your Catana account.
- Connect your store — syncing orders, shipping data, and policies automatically.
- Enable Post-Purchase Automation in your dashboard.
Your AI will begin handling order-related calls and messages immediately.
Final Thoughts
The post-purchase experience defines how customers remember your brand.
With Catana, you can deliver fast, accurate, and human-like support automatically — turning post-purchase service into your most powerful retention tool.
Search Catana in the Shopify App Store to start automating post-purchase support today.
