Customer experience (CX) defines how shoppers perceive your brand. But for Shopify founders, providing great CX at scale is hard — especially when your team spends hours handling refunds, returns, and “Where’s my order?” calls.
That’s where CX automation comes in. With Catana, your Shopify store can manage customer inquiries automatically using AI voice and chat agents that pull live data from your store. The result: faster resolutions, fewer tickets, and happier customers.
What Is Shopify CX Automation?
CX automation means using AI to handle repetitive customer interactions that follow clear rules — like checking order status, processing returns, or issuing refunds.
Instead of manually responding to each customer, your AI agent can:
- Access real-time order and shipping data
- Verify refund eligibility
- Update customers on delivery timelines
This turns your support into a 24/7 operation that runs itself.
Automating Refunds, Orders, and Returns with Catana
1. Refund Automation
When a customer requests a refund, Catana’s AI checks Shopify for order details, purchase dates, and return eligibility.
If approved, it can automatically initiate the refund process through Shopify and confirm via phone or message.
“Your refund for Order #1074 has been initiated and should reflect in your account within 3–5 business days.”
If the order isn’t eligible, Catana politely explains the reason and offers alternatives like store credit or exchanges.
2. Order Tracking and Shipping Updates
Catana connects directly to your Shopify fulfillment data and integrated shipping carriers (UPS, USPS, DHL, FedEx).
When a customer calls or chats to ask, “Where’s my order?”, Catana retrieves real-time tracking info and replies instantly:
“Your order shipped two days ago and is expected to arrive by Thursday."
Customers get updates in seconds — no tickets or manual lookups.
Benefits of Shopify CX Automation
- Instant answers: No wait times for customers.
- 24/7 support: Always available, even after hours.
- Lower costs: Reduce repetitive support tasks by up to 80%.
- Consistency: Every customer gets accurate, policy-aligned responses.
- Real-time data: AI connects directly to your Shopify backend.
Automation doesn’t replace your team — it eliminates repetitive tasks so your team can focus on building better relationships.
How to Set Up CX Automation on Shopify
- Go to the Shopify App Store and search Catana.
- Click Add app to install Catana: AI Voice Agent for Shopify.
- Sign up and connect your store — your products, orders, and policies sync automatically.
- Choose which workflows to automate (refunds, returns, order updates).
- Go live and let your AI handle customer interactions 24/7.
Final Thoughts
Refunds, orders, and returns are the foundation of customer satisfaction — but they don’t need to drain your team’s time.
With Catana, you can automate your entire Shopify customer experience, giving customers instant answers while keeping operations effortless.
Search Catana in the Shopify App Store to start automating your CX today.
