E-commerce
Your store’s chatbot sells the wrong delivery promise
Online store bots answer delivery, returns and product limits all day. We check each answer against your own pages and show you where they differ.
In an online store the bot answers the questions that come right before a purchase: when will it arrive, what does shipping cost, can I return it. A wrong answer there turns into a sale made on a promise your shop never made.
The bot usually has the right page. It just takes the wrong line from it: the express rate instead of standard, one product’s limit for another, the old returns window. We ask the questions your customers ask and compare every answer with your site.
How long is the warranty on a refurbished laptop?
New laptops come with a 2-year manufacturer warranty.
Your page says
Refurbished laptops: 12-month warranty.
Refurbished page. The bot answered about new laptops
What your customers ask
The questions we put to your bot first
- How much is delivery to my postcode?
- If I order today, when will it arrive?
- Is shipping free over a certain amount?
- Can I return this if it doesn’t fit?
- How long do I have to send it back?
- Who pays for return postage?
- Do you ship internationally?
- Is this item in stock in my size?
Where a wrong answer hurts in e-commerce
A delivery date you can’t meet
When the bot promises next-day and the item ships in five days, the customer contacts support, asks for a refund, or opens a dispute with their card provider. Each of those costs more than the order made.
A returns policy you never wrote
If the bot says returns are free or the window is 60 days, the customer has it in writing from your site. Most stores end up honouring it rather than arguing.
Product details from the wrong product
Sizes, limits and compatibility sit in near-identical rows. A bot that reads the row next door sells the wrong item, and the return is on you.
Off-topic answers right before checkout
A shopper who asks about delivery and gets an answer about something else does not ask twice. They leave, and you never see it in the chat logs as a failure.
The mistakes we look for
Wrong prices
The bot finds the right table and reads the wrong row: the pricier room, the member rate, the other plan. Customers act on it.
How it happensInvented fees and policies
A delivery charge, a refund window, a fee: confident, specific and nowhere on your site. This is the answer that ends up in a dispute.
How it happensAnswers a different question
Asked about one product, it answers about another. Asked about delivery, it shows a product carousel. The customer has to start again, or gives up.
How it happens“We don’t have that”
The answer is on your pricing page, your FAQ, even your home page. The bot says it can’t share it, it isn’t announced, or it doesn’t exist.
How it happensOther industries
See your assistant answer your customers first
Email us your store’s address. Within a working day you get five questions your customers ask and the answers your assistant would give, each with the page it comes from. Free, no call needed.