Chat agentprimary
Order status, return instructions, product advice directly on the shop page. Integration with Shopify/WooCommerce/Shopware via webhook. 60–80 % of tickets disappear.
Open chat industry page
ForOnline shops
Your shop is there.
At three in the morning too.
While your team packs the next shipping batch, three buyers ask for the tracking link — in chat and by email. AI agents pull order status, return labels and shipping questions from your shop system and respond instantly, without anyone opening a ticket.
Get startedIn short
The Rinqo AI agent for online shops answers support requests around the clock via chat and email, pulls order data directly from Shopify, WooCommerce or Shopware, generates return labels via DHL/DPD APIs and escalates complex cases (complaints, B2B inquiries) to your team.
The situation
The German bevh association reports a 2024 DACH online retail volume of €88.3 billion and over 1.2 billion delivered packages. In a typical DACH shop with 500 to 5,000 orders per month, 60 to 70 percent of all support tickets cover four standard questions: 'Where is my order?', 'How do I return this?', 'Do you have this in size X?', 'When will I get my refund?'. Trusted Shops measures an average return rate of 14 percent (fashion up to 56 percent), and each return triggers 2-3 contact points. Black Friday and pre-Christmas peaks multiply volume 4-7×. Classic helpdesks (Zendesk, Freshdesk) scale via more agents, an AI agent scales via more CPU seconds.
Where it hurts
- Black Friday: 7× ticket volume, the same team, response times of 2-3 days instead of 4 hours.
- 60 % of tickets are order status questions, each answer costs 4-6 minutes of staff time.
- Return requests come with photo attachments and need categorization before the answer.
- International buyers write in five languages, your team speaks two.
- Marketplace tickets (Amazon, eBay) carry SLA penalties for response > 24 hours.
How Rinqo solves this
Two channels, one agent
Buyers write where they are: chat widget on the product page, email to your support address. The agent is identical across both channels, with the tone and knowledge of your brand.
It sees into your shop system
Native connection to Shopify, WooCommerce and Shopware: order status, tracking link, return status, stock availability. For questions about material, care or sizing, the agent pulls from your product catalog plus FAQ knowledge base.
It resolves instead of escalating
Send tracking link, generate return label (DHL/DPD API), initiate size exchange, report refund status, all without human intervention. Complex cases (complaints, B2B inquiry) are escalated with context to Zendesk, Freshdesk or your team.
What the agent handles
- Order status and shipment tracking responses
- Auto-generate and send return labels
- Sizing, material and care questions from the product catalog
- Availability inquiries with real-time stock
- Refund status from payment provider (Stripe, PayPal)
- Cancel order or change address (before shipping)
- International requests in 20+ languages
Our recommendation
In eCommerce chat is the main channel: buyers want a quick answer before the order and status after it. The chat agent covers both phases; the email agent complements the asynchronous channel.
All channels for this industry
What Rinqo offers for Online shops
Email agent
Personalise confirmation and shipping emails, fully automate return workflows, sort complaints with sentiment detection.
Explore email solutionGDPR in eCommerce
Online shops process order data, delivery addresses and partial payment metadata. Rinqo hosts all data in Germany (Hetzner), keeps buyer PII in context only for the duration of the session and deletes after completion. The data processing agreement under Art. 28 GDPR is available with the first login.
- Hosting on EU servers (Hetzner Falkenstein/Nuremberg), no US cloud in the data path
- Connection to Shopify and WooCommerce via OAuth scopes (read-only where possible)
- No storage of payment data, only order number + status read
- DPA including all disclosed subprocessors from contract closure
- AI Act Art. 50: chat widget marks AI agent from day 1, built-in
Frequently Asked Questions
Written by
Sven Pflüger
Founder & CEO, Rinqo
Sven builds Rinqo from a simple observation: most AI tools are designed in San Francisco and sold in Berlin. The workshop in the Black Forest, the veterinary practice in Salzburg, the family hotel in Tyrol get software that doesn't speak their language. Rinqo flips that. On European servers, set up in ten minutes, in twenty languages. With templates built by the industries themselves.
Last updated: 2026-05-09
Sources
- 1.bevh Pressekonferenz Jahresbilanz Online-Handel 2024 (PDF), Bundesverband E-Commerce und Versandhandel (2024)
- 2.ECC Köln (am IFH) – Forschungs-Hub für E-Commerce-Studien, ECC Köln (IFH) (2024)
- 3.Trusted Shops Blog – Studien zum DACH-Online-Handel, Trusted Shops (2024)
- 4.Destatis Unternehmensstatistik – kleine und mittlere Unternehmen, Statistisches Bundesamt (2024)
Black Friday will not be your ticket nightmare from 2026 onward.
Connect your shop in 15 minutes. Order status, returns, shipping, fully automatically answered, with your tone of voice.
Get started