Can it look up order status across Shopify and my 3PL?

Yes. CETRAI authenticates the customer, pulls the order from Shopify/BigCommerce, and cross-references shipment status from ShipBob, ShipHero, or your 3PL to give an accurate delivery ETA — not just 'it shipped'.

How does it process returns and refunds?

It verifies the return is within policy, generates a prepaid label through your carrier (UPS, USPS, FedEx), issues the RMA in your OMS, and — depending on your policy — either refunds on receipt or issues a store credit immediately.

Can it handle Black Friday and holiday call spikes?

Yes — that's a primary use case. CETRAI scales concurrent calls elastically, so 20x holiday volume doesn't cause hold times or busy signals, and you don't have to hire and train seasonal contact-center staff.

Does it recognize loyalty members and apply their perks?

Yes. It authenticates against your loyalty platform (Yotpo, LoyaltyLion, Smile.io), reads tier and points balance, and applies member-only pricing, free-shipping thresholds, or early-access windows on the call.

Can it connect to our in-store POS as well as our online store?

Yes. CETRAI integrates with POS platforms like Shopify POS, Square, Lightspeed, and Toast alongside your ecommerce backend, so the agent can look up in-store purchases, honor receipts for returns bought in a store, check gift-card balances, and answer questions about a specific location's hours and pickup options.

How does it handle inventory questions like 'is this in stock near me?'

It reads live inventory by location from your OMS/POS, confirms on-hand quantity at the nearest stores, and offers alternatives — a different size or color, ship-from-store, BOPIS pickup, or a back-in-stock alert — instead of telling the shopper to check the website.

What share of routine customer-service calls can it fully resolve?

Most retailers see the majority of tier-1 contacts — order status, WISMO, returns, store hours, price and promo questions — resolved end to end without a human, with anything sensitive (damaged deliveries, escalations, high-value accounts) routed to your team with the full transcript attached.

CETRAI

AI Voice Agents for Retail & Ecommerce

Answer where's-my-order calls, process returns with prepaid labels and check live store inventory — an AI voice agent wired into Shopify, your OMS and POS.

Short answer

CETRAI equips retailers and consumer brands with an AI voice agent that handles order status, returns, product questions, store-locator lookups, and loyalty-program inquiries — all connected to your ecommerce platform (Shopify, BigCommerce, Salesforce Commerce Cloud) and your OMS. It scales with holiday volume without adding seasonal headcount.

Retail brands use CETRAI to guide shoppers, reduce support queues, and recover more revenue from website traffic.

Product recommendations
Order tracking
Size and fit assistance
Returns and exchanges

What the agent actually says and does on a retail call

Most retail contacts are the same handful of tier-1 questions arriving at the worst possible moment — evenings, weekends, and peak season. These are the flows that carry the volume.

"Where is my order?" The agent says: "Let me check that for you. I have it leaving the warehouse Tuesday and out for delivery tomorrow before end of day — do you want me to text you the tracking link?" What happens behind the call: Authenticates the customer, pulls the order from Shopify or BigCommerce, and cross-references shipment status from ShipBob, ShipHero, or your 3PL to give a real delivery ETA rather than just "it shipped".
"I need to return this — it doesn't fit" The agent says: "That's still inside the return window. I'll email you a prepaid label now. Would you rather have the refund when it arrives back with us, or store credit today?" What happens behind the call: Verifies the return is within policy, generates a prepaid label through UPS, USPS, or FedEx, issues the RMA in your OMS, and — depending on your policy — refunds on receipt or issues store credit immediately.
"Do you have this in stock near me?" The agent says: "The store on Cedar has two in your size on hand. I can hold one for pickup, or ship it from that store to you — which is easier?" What happens behind the call: Reads live inventory by location from your OMS or POS, confirms on-hand quantity at the nearest stores, and offers real alternatives — different size or color, ship-from-store, BOPIS pickup, or a back-in-stock alert — instead of sending the shopper back to the website.
"I bought this in a store, not online" The agent says: "No problem — I can look that receipt up from the store purchase and handle the return the same way." What happens behind the call: Works across POS platforms (Shopify POS, Square, Lightspeed, Toast) alongside the ecommerce backend, so it can look up in-store purchases, honor store-bought receipts for returns, check gift-card balances, and answer questions about a specific location's hours and pickup options.
"Am I getting my member discount on this?" The agent says: "You're at the tier that gets free shipping and early access, so that's already applied — and you have enough points to take more off this order if you'd like." What happens behind the call: Authenticates against your loyalty platform (Yotpo, LoyaltyLion, Smile.io), reads tier and points balance, and applies member-only pricing, free-shipping thresholds, or early-access windows on the call.

Objections we hear from retail and ecommerce teams

How CETRAI answers the concerns buyers in this vertical raise most.

"Peak season will break it." Peak is the primary use case. Concurrent calls scale elastically, so a 20x holiday spike doesn't produce hold times or busy signals — and you're not hiring and training seasonal contact-center staff to absorb it.
"Our catalog is too large for an AI to answer accurately." The agent answers from your live product, inventory, and order data rather than a memorized script, which is why deployments cover catalogs in the range of 10,000+ SKUs (see the electronics retailer story on this page).
"Shoppers hate automated phone systems." They hate menus. This is a conversation: the caller says "where's my order" and gets an ETA, not a five-option tree. Anything sensitive — damaged deliveries, escalations, high-value accounts — goes to your team with the transcript attached.
"It'll be one more disconnected system." It reads and writes into the stack you already run: Shopify or BigCommerce, your OMS and 3PL, your POS, your loyalty platform, and — through the CETRAI integrations library — CRM and workflow tools like Salesforce, HubSpot, Zapier, and Make.
"We only really need help after hours." That's a common starting point and it's measurable on its own: the fashion brand on this page used after-hours coverage for product and sizing questions and saw a 3x increase in after-hours sales alongside a 35% reduction in cart abandonment.

What integration looks like

Retail deployments read from the commerce systems you already operate, so the agent's answers change the moment your catalog, inventory, or order data changes.

Connect the ecommerce platform — Shopify, BigCommerce, or Salesforce Commerce Cloud
Connect the OMS and 3PL (ShipBob, ShipHero, or your own) for accurate delivery ETAs
Connect POS (Shopify POS, Square, Lightspeed, Toast) so in-store purchases and gift cards are in scope
Connect the loyalty platform (Yotpo, LoyaltyLion, Smile.io) for tier, points, and member pricing
Enable label generation with your carriers (UPS, USPS, FedEx) and RMA creation in the OMS
Route conversations and cases into CRM and workflow tools via the CETRAI integrations library

How human handoff works

The agent resolves tier-1 volume end to end and deliberately does not attempt the conversations where a person adds value. When it hands off, the transcript goes with it.

Damaged or lost deliveries that need a judgment call
Escalations and complaints
High-value accounts and VIP customers
Returns or refunds that fall outside policy
Anything the shopper asks a person for

Frequently Asked Questions

Common questions from teams evaluating CETRAI for this industry.

Can it look up order status across Shopify and my 3PL? Yes. CETRAI authenticates the customer, pulls the order from Shopify/BigCommerce, and cross-references shipment status from ShipBob, ShipHero, or your 3PL to give an accurate delivery ETA — not just 'it shipped'.
How does it process returns and refunds? It verifies the return is within policy, generates a prepaid label through your carrier (UPS, USPS, FedEx), issues the RMA in your OMS, and — depending on your policy — either refunds on receipt or issues a store credit immediately.
Can it handle Black Friday and holiday call spikes? Yes — that's a primary use case. CETRAI scales concurrent calls elastically, so 20x holiday volume doesn't cause hold times or busy signals, and you don't have to hire and train seasonal contact-center staff.
Does it recognize loyalty members and apply their perks? Yes. It authenticates against your loyalty platform (Yotpo, LoyaltyLion, Smile.io), reads tier and points balance, and applies member-only pricing, free-shipping thresholds, or early-access windows on the call.
Can it connect to our in-store POS as well as our online store? Yes. CETRAI integrates with POS platforms like Shopify POS, Square, Lightspeed, and Toast alongside your ecommerce backend, so the agent can look up in-store purchases, honor receipts for returns bought in a store, check gift-card balances, and answer questions about a specific location's hours and pickup options.
How does it handle inventory questions like 'is this in stock near me?' It reads live inventory by location from your OMS/POS, confirms on-hand quantity at the nearest stores, and offers alternatives — a different size or color, ship-from-store, BOPIS pickup, or a back-in-stock alert — instead of telling the shopper to check the website.
What share of routine customer-service calls can it fully resolve? Most retailers see the majority of tier-1 contacts — order status, WISMO, returns, store hours, price and promo questions — resolved end to end without a human, with anything sensitive (damaged deliveries, escalations, high-value accounts) routed to your team with the full transcript attached.

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