> Markdown rendition of https://www.voiceflow.com/solutions/order-tracking-and-returns-assistant ("Order tracking and returns assistant | Voiceflow"). Canonical page: https://www.voiceflow.com/solutions/order-tracking-and-returns-assistant ยท All pages: https://www.voiceflow.com/llms.txt [Own your CXMeet your AI co-pilotOct 6Save your spotSave your spot](https://www.voiceflow.com/events/own-your-cx) Solutions # Order tracking and returns assistant Where is my order, answered from the real order. Returns started, labels sent, refunds inside policy, all in the conversation the customer opened. Teams of every size trust Voiceflow for AI automation across their business ![Superloop logo](https://www.voiceflow.com/images/superloop-logo.svg)![JP Morgan logo](https://www.voiceflow.com/images/jp_black.png)![Turo logo](https://www.voiceflow.com/images/Turo__28company_29_logo_1Turo__28company_29_logo.webp)![StubHub logo](https://www.voiceflow.com/images/stubhub_black.png)![Vodafone logo](https://www.voiceflow.com/images/Vodafone.svg)![Allstate logo](https://www.voiceflow.com/images/allstate_black.png)![GetYourGuide logo](https://www.voiceflow.com/images/gyg_black_short.png) How it works ## How your agent closes an order question One real order issue, four steps, each shown as the real conversation: pull live data, take the action, bring in a human with context, and stay inside policy. Opens the actual order The agent reads the order, the carrier scan, and the delivery estimate before it answers, so the reply is the truth, not a template. [See how these agents are built](https://www.voiceflow.com/demo) Starts the return in the chat Eligibility checked, label issued, refund or exchange set in motion while the customer is still in the thread. [See how these agents are built](https://www.voiceflow.com/demo) Escalates exceptions with the file open Damaged items, missing parcels, and edge cases go to a person with the order and photos already attached. [See how these agents are built](https://www.voiceflow.com/demo) Applies the returns policy every time Windows, condition rules, and refund limits are enforced in the flow, consistently, without a supervisor lookup. [See how these agents are built](https://www.voiceflow.com/demo) Omnichannel ## Wherever your customers are The same agent, the same answers, on every channel your customers already use. Web chat. ### On the order page Customers ask where their order is right where they are looking for it. [Book a demo](https://www.voiceflow.com/demo) Mobile app. ### In your shopping app Tracking and returns inside the app, signed in, no email dance. [Book a demo](https://www.voiceflow.com/demo) WhatsApp. ### Updates they actually see Proactive delivery updates and returns in the customer's daily app. [Book a demo](https://www.voiceflow.com/demo) SMS. ### The delivery text Status by text, with a link that finishes the task. [Book a demo](https://www.voiceflow.com/demo) Phone. ### The support line Order lookups by phone without an agent queue. [Book a demo](https://www.voiceflow.com/demo) Web chat Mobile app WhatsApp SMS Phone Teams building this on Voiceflow - ![StubHub](https://www.voiceflow.com/images/logo-stubhub-grey.svg) Peak-season volume ## Built for launch days and holidays. Certified for customer data. Production volume, and the certifications to run it on regulated data. 99.95 % Agent uptime 50 ms Voiceflow latency 300 K Messages per minute scale [![AICPA SOC 2 badge](https://www.voiceflow.com/images/Badge.svg)SOC-2 Type IIAudited for data privacy, processing integrity, and confidentiality.](https://www.voiceflow.com/compliance/soc-2) [![ISO 27001 certification badge](https://www.voiceflow.com/images/ISO.avif) ISO/IEC 27001:2022Certified information security management.](https://www.voiceflow.com/compliance/iso-27001) [![GDPR compliance badge](https://www.voiceflow.com/images/GDPR.svg) GDPR CompliantPersonal data stays personal, with granular permissions.](https://www.voiceflow.com/compliance/gdpr) [![HIPAA compliance badge](https://www.voiceflow.com/images/hipaa.avif) HIPAA CompliantProtected health information kept secure.](https://www.voiceflow.com/compliance/hipaa) ![bg image](https://www.voiceflow.com/images/frame-2147241001-18.svg) ## Works with the commerce stack you already run. Voiceflow hands off to your human team with the full conversation, so nobody asks the customer to start again. There is no migration project. Voiceflow sits on top of the CX stack you already run, and speaks to anything else through the API. Most teams are live on their existing helpdesk and order system the same day, with no change to fulfilment. ![Zendesk](https://www.voiceflow.com/images/integrations/zendesk-full.svg) ![Salesforce Service Cloud](https://www.voiceflow.com/images/integrations/salesforce.png) ![ServiceNow](https://www.voiceflow.com/images/integrations/servicenow.png) ![Genesys](https://www.voiceflow.com/images/integrations/genesys.png) ![NICE CXone](https://www.voiceflow.com/images/integrations/nice.png) ![Five9](https://www.voiceflow.com/images/integrations/five9.png) ![Amazon Connect](https://www.voiceflow.com/images/integrations/amazon-connect.png) ![Freshdesk](https://www.voiceflow.com/images/integrations/freshdesk.svg) ![Twilio Flex](https://www.voiceflow.com/images/integrations/twilio-full.svg) ![Intercom](https://www.voiceflow.com/images/integrations/intercom-full.svg) ![Voiceflow](https://www.voiceflow.com/images/logo-black.svg) ## Frequently asked questions **Can it see real order and carrier data?** Yes. The agent reads your order system and carrier tracking live, which is what makes the answer a status, not a guess. **What returns can it complete on its own?** Everything your policy allows without human judgment: eligibility checks, label generation, standard refunds and exchanges. Anything outside policy goes to your team with the case assembled. **Does it reduce tickets or just deflect them?** It resolves them: the customer leaves with the answer or the return in motion. The tickets your team sees are the exceptions that genuinely need them.