“Where’s my order?”
Answered live from Shopify — shipped or not, tracking, and when it’ll arrive. Only after the caller proves the order is theirs.
AI voice agents for online stores
Your store’s phone line, answered. Every call, every hour.
Voxce answers your customer calls around the clock. It checks orders in Shopify while the customer is still on the line, takes returns and complaints down properly, and calls back shoppers who left a checkout. Your team sees every call in one place.
- Shopify built in
- Live within a day
- No scripts to write
NorthwindUnited States
HomeCallsFollow-upsCancellationsAgentsYour storeSettings
Good morningHow Ava did over the last 7 days.
Test callConversations214▲ 31 on the week before
Talk time9h 12manswered without your team
Solved on the call71%▲ 6 pts
Waiting on your team12open follow-ups
Worth a lookWhat keeps coming up, last 30 days
- 23 calls about late orders
- 11 calls about things that didn’t fit
- 9 callers asked for a person
- 7 people called more than once
Why people callFrom 640 calls with a recorded reason
Live callOrder status · 0:48
- Hi, I ordered floor mats last week — where are they?
- I can check that for you. What’s the order number?
- NW-10428.
- Found it. To confirm it’s yours, what’s the email on the order?
- jordan.lee@example.com
- Thanks, Jordan. They shipped yesterday with UPS and should arrive in 3 to 5 business days.
Sample data from a fictional store.
The calls your team shouldn’t have to take
“It doesn’t fit.” “It’s the wrong one.”
Complaints, returns and exchanges taken down properly — the order, what’s wrong, the vehicle or size — and put in front of your team.
The checkout they didn’t finish
Shoppers who opted in get a friendly call back: what they left, what stopped them, and help to finish. Never outside 9am–8pm their time.
Use cases
One agent for the calls a store actually gets.
Switch on the ones you need. Each follows your policies, in your tone, with your agent’s name.
Inbound · 24/7
Live order status, straight from Shopify
The agent looks the order up while the customer is on the line and tells them exactly where it is — including made-to-order production and delivery windows.
- Checks the caller owns the order first: phone on file, then email, then ZIP code
- Reads tracking numbers slowly, one character at a time, if they want it
- Answered on the call means no ticket for your team
Incoming callNorthwind support
- Hey, checking on order 10512.
- Sure. I found it — could you tell me the ZIP code it’s going to?
- 94107.
- Thanks. It’s still being made — every set is cut for your car. It’s due between the 14th and the 21st.
- Perfect, that’s all.
Inbound · 24/7
Complaints captured right the first time
Wrong item, damage, a mat that’s three inches short. The agent gets the order, what’s wrong in the customer’s words, and the details your team needs — then tells them honestly when they’ll hear back.
- Tagged verified or unverified, so your team knows who they’re dealing with
- Lands in the follow-up queue with everything in one place
- Never promises a refund or replacement it can’t give
Incoming callComplaint
- The rear mat is about three inches too short.
- I’m sorry about that. What car is it for — make, model and year?
- 2026 GMC Sierra 1500.
- Got it. Anything else wrong with the order?
- No, just that.
- I’ve noted it, and our team will contact you within 24 hours.
Inbound
Cancellations, with a reason — and a save
Before anything is cancelled, the agent finds out why. If your settings allow, it offers the fix that actually solves the problem: an exchange, faster shipping, or simply the right information.
- Follows your cancellation rules — free before dispatch, or your own tiers
- Every reason is recorded, so you can see what’s driving cancellations
- Never pushy: one offer, then it respects the answer
Incoming callCancellation
- I want to cancel, it’s taking too long.
- I understand. Can I check where it is first? Sometimes it’s closer than it looks.
- Go on.
- It shipped this morning and arrives Thursday. Would you like to keep it?
- Oh — yes, then keep it.
Outbound · with consent
Abandoned checkouts, called back
When a shopper leaves a checkout, the agent can call to check nothing went wrong. It names what they left, asks what stopped them, and helps them finish.
- Only shoppers who opted in at checkout are called
- Only between 9am and 8pm in their own time zone, once per basket
- “Don’t call me” is remembered for good
Outgoing callAbandoned checkout
- Hi, it’s Ava from Northwind. You were partway through an order for a trunk mat — nothing was charged. Was there anything that stopped you?
- My card got declined.
- That happens — sometimes the bank flags it. Your basket’s still saved, so you can try another card whenever you like.
- Great, I’ll do that now.
Outbound
Order confirmation calls
A quick call after an order to say thank you and read back the details — catching the wrong size, model or address while it’s still cheap to fix.
- Reads back exactly what was ordered
- Changes go straight to your team before it ships
- Short, friendly, and done in a minute
Outgoing callOrder confirmation
- Hi Sam, thanks for your order! Quick check: front and rear mats for a 2022 Honda CR-V — is that right?
- Actually it’s a 2023.
- Thanks for catching that. I’ve noted 2023 for the team before it goes into production.
Inbound · 24/7
Product questions, without the guesswork
The agent answers from your catalogue and your policies — shipping, returns, warranty, materials. When it isn’t sure, it says so and has the team follow up, instead of making something up.
- Asks for the vehicle, size or model first when fit matters
- Your return window, warranty and shipping, quoted exactly
- Never invents a price, a colour or a promise
Incoming callProduct question
- Do your seat covers come with a warranty?
- Yes — two years against faults. And returns are free within 30 days.
- And how long does delivery take?
- Each set is made for your car, so it’s about 3 to 4 weeks door to door.
One call, start to finish
See what it captured, not just what it said.
Every call comes back with the facts your team needs — the reason, the order, whether the caller was verified, and what happens next — beside the full transcript and recording.
CALL #4821 · 01:12 · INBOUND
- AgentHi, this is Ava from Northwind, on a recorded line. How can I help?
- CallerI need to return seat covers — they don’t cover the sides of the seats.
- AgentSorry to hear that. What’s the order number?
- CallerIt’s 10377.
- AgentFound it. What’s the email it was placed with?
- Callerp-o-l-a-r-i-s at example dot com.
- AgentThanks — that matches. And which car are they for?
- CallerA 2024 Ford F-150.
- AgentGot it. I’ve noted the fit problem on your F-150 covers, and our team will contact you within 24 hours.
- 00:06 Reason: return · fit problem
- 00:19 Order 10377 found in Shopify
- 00:34 Caller verified by email
- 00:41 Vehicle captured: 2024 Ford F-150
- 01:05 Follow-up created · due in 24h
Sample call — fictional store and customer.
The dashboard
Every call, every promise, in one place.
Recordings, transcripts, the follow-ups your team owes, and what customers keep calling about — on your desktop or your phone.
Search name, phone, order or topic
All callsNeeds follow-upComplaints
DO
Dana OrtizCalled in · Order status
Asked where the floor mats are; told they arrive between Oct 3 and Oct 20.
ResolvedOrder #10428TM
Terry MillerCalled in · Complaint
Rear mat too short, seat covers don’t cover the sides. Wants a return.
Follow-up openOrder #10377SL
Sam LeeCalled out · Abandoned checkout
Card was declined; will try another card tonight.
Resolved
Dana OrtizToday, 9:42 · 1m 04s · ● Recording
- Hi, where are my floor mats?
- I can check. What’s the order number?
- 10428
- Found it. They’re being made for your RAV4 and arrive between the 3rd and the 20th.
- Order
- #10428
- Verified
- Yes
- Reason
- Order status
Follow-upsWhat the agent promised your team would do
Open · due in 6hTerry Miller
Rear mat too short on a 2026 GMC Sierra. Wants a return.
EmailCallMark done
Open · due in 19h+1 415 555 0142
Asked about an extra $30 charge email on order 10291.
SettingsPlain questions. Your answers become the agent’s rules.
How long do customers have to return?30 days
Who pays return shipping?We do
When can an order be cancelled?Any time before it ships
When should the team call back?Within 24 hours
Agent’s name and voiceAva · Warm
CallsNorthwind
DO
Dana Ortiz
Told the mats arrive Oct 3–20.
TM
Terry Miller
Return: rear mat too short.
SL
Sam Lee
Will retry with another card.
CallsFollow-upsAgents
Screens show sample data from a fictional store.
How it works
Live in a day. No scripts.
- 1
Connect Shopify
One click. Orders, customers and your catalogue sync so the agent can answer from real data.
- 2
Answer a few questions
Returns, cancellations, warranty, tone, voice. Your answers become the agent’s rules.
- 3
Point your calls at it
Use a new number, or forward your existing line. Place a test call to your own phone first.
- 4
Watch it work
Every call recorded, transcribed and summarised. Follow-ups land in your queue.
Built to be trusted
Honest with your customers. Careful with their data.
Checks who’s calling
Order details are only shared after the caller proves the order is theirs — phone on file, email or ZIP.
Honest that it’s an AI
It never claims to be a person. Asked directly, it says it’s an AI assistant for your store — then keeps helping.
Never fakes a transfer
No “please hold” for a person who isn’t there. It takes the details and tells callers when your team will be in touch.
Never makes things up
Order facts come from Shopify, policies from your settings. When it doesn’t know, it says so.
Consent for outbound calls
Abandoned-checkout calls go only to shoppers who opted in, between 9am and 8pm their time, once per basket.
Opt-outs remembered
A customer who asks not to be called again never is. Every call opens with a recording notice.
The details
Built for how phone calls actually go.
Patient listening
Waits while people spell an email or read out an order number, instead of jumping in.
Emails spelled back
Reads addresses back letter by letter and takes corrections properly.
Your name, voice, tone
Pick the agent’s name and voice. Warm, professional or brisk — your call.
More than English
Set a primary language and the agent can switch for callers who need it.
Insights that matter
Why people call, what they ask about, and patterns like late orders or fit problems.
Recordings & transcripts
Every call, searchable — by name, phone, order number or topic.
Test calls
Have the agent ring your phone and hear exactly what customers hear.
Ends calls cleanly
Short goodbyes, no talking into silence. Calls stay as long as they need to be.
FAQ
Questions stores ask us.
Will my customers know they’re talking to an AI?
The agent doesn’t pretend otherwise. It sounds natural and gets on with helping, and if a caller asks whether it’s a person, it says honestly that it’s an AI assistant for your store.
What happens when it can’t answer something?
It says so, takes down what the customer needs, and tells them when your team will be in touch — the timeframe you choose. That task appears in your follow-up list with the full call attached.
Can it transfer calls to my team?
It doesn’t put callers on hold or pretend to transfer them. Instead it captures the request and promises an honest callback time. Most “can I speak to someone” calls turn out to be things it can solve on the spot.
Which store platforms do you support?
Shopify is built in — connect it in one click. Using something else? Book a demo and we’ll talk it through.
Do I need a new phone number?
Either works: we can give you a new number, or you can forward your existing customer line to the agent.
Is it allowed to call customers about abandoned checkouts?
Voxce only calls shoppers who gave consent at checkout, only during daytime hours in their own time zone, once per basket, and it honours every opt-out. You decide whether to switch this agent on.
How is it priced?
Usage-based and tailored to your call volume — no long contracts. Book a demo and we’ll put together a quote for your store.
How long does setup take?
Most stores are live within a day: connect Shopify, answer the settings questions, place a test call, and point your number at it. We help you through it.
Book a demo
See it on your store’s calls.
Tell us a little about your store and we’ll set up a demo with your own products and policies — and put together pricing for your call volume.
- A walkthrough with your store’s real setup
- A quote for your call volume
- Help getting live
Rather talk now? too.