Chat agentprimary
Return instructions, product advice, shipping questions directly on the shop page, order status with a Shopify/WooCommerce/Shopware connection. The agent answers routine tickets itself.
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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 answer shipping and returns questions from your shop knowledge instantly, and with a connection to your shop system order status too, 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, gives order status with a Shopify, WooCommerce or Shopware connection, takes down return requests and escalates complex cases (complaints, B2B inquiries) to your team. From the same stored company knowledge, rinqo answers enquiries from chat, the web form and the inbox and gives the team on the ground what it needs.
The situation
For 2025 the bevh reports 83.1 billion euros of goods turnover in German online retail, 46.2 billion of it through marketplaces. Classic helpdesks (Zendesk, Freshdesk) scale via more agents, an AI agent scales via more CPU seconds. The same stored knowledge carries every channel you switch on, and answers the questions your team would otherwise pass along.
83.1 bn euros
goods turnover in German online retail in 2025
Source: Bundesverband E-Commerce und Versandhandel (bevh) 202646.2 bn euros
of it through marketplaces, 56 percent of the total
Source: Bundesverband E-Commerce und Versandhandel (bevh) 2026+3.2 %
growth on 2024, after 80.6bn euros the year before
Source: Bundesverband E-Commerce und Versandhandel (bevh) 2026Where it pinches
- Black Friday: far more tickets, the same team, longer response times.
- 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.
One knowledge base, every channel
Where rinqo works for Online shops
Email agent
Answer shipping and returns questions from your shop knowledge, take return requests and pass them to your team.
View agentPersonal agent
Product data, return processes and supplier details on tap for the team, and it drafts product copy in the shop's tone as it goes.
View agentPhone agent
Returns questions and delivery information on the phone, around the clock, from your shop knowledge, order status straight from your shop. Takes the load off support on peak days like sale periods or Q4.
View agentMarketing agent
Product descriptions, category copy and social posts in the tone you set, drawn from your own range. Campaigns for sale periods and Q4 come as part of it.
View agentHow 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.
The same knowledge, wherever it is asked
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. The same applies to every channel you switch on, and to your team looking it up instead of asking around.
It resolves instead of escalating
With a connection to your shop: give order and tracking status, take return requests, note size exchanges. 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
- Take down return requests and hand them over to you in full
- Sizing, material and care questions from the product catalog
- Availability inquiries with real-time stock
- Refund status, with a connection to your payment provider
- Cancel order or change address (before shipping)
- International requests in 17+ languages
- Look internal knowledge up on the spot instead of asking around
- Turn references and vacancies into on-brand posts
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. The knowledge behind it then carries the other channels and the questions asked internally.
GDPR 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 (servers in Germany), data processing entirely in the EU
- 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
Founder, rinqo
Founder of rinqo. Builds a company memory where an organisation's knowledge comes together and stays available, and the AI agents that work from it: on the phone, in the inbox, in chat, in marketing and in further roles. Writes here about bringing AI into companies, about data protection, and about what holds up in daily operation. Developed in Germany, processed in the EU, no US providers.
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Sources
Black Friday will not be your ticket nightmare from 2026 onward.
Bring in your shop knowledge. Returns, shipping and, with a connection, order status too, answered in your tone of voice. The same knowledge answers chat, enquiries from web and inbox, and your team's questions.
Get started