Order status, returns, exchanges, billing issues, subscription changes and common product questions, with actions taken in Shopify and your helpdesk, not just replies.
Use cases
AI use cases from the frontlines of ecommerce
From WISMO to returns to subscription changes, see how Yuma handles the workflows that fill your queue.
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Popular
Return request
Sarah · Order #4821
Resolved
- Check order and return policy
- Create return label
- Send label and confirm refund
Resolved in 42s, no agent
39 use cases
- Support AI
Automate order status updates (WISMO) with tracking links
Answer every where is my order question with live carrier tracking and delivery dates pulled from Shopify.
Orders · ShippingView use case - Support AI
Automate product exchanges for size or color
Swap size or color in Shopify and send the return label, so the shopper never has to place a new order.
ExchangesView use case - Support AI
Resolve billing issues and payment failures automatically
Explain charges, retry failed payments and issue refunds in your payment tools, without an agent stepping in.
BillingView use case - Support AI
Instantly process returns and refunds with zero agent time
Check the policy, create the return label and confirm the refund in one reply, with zero agent time.
Returns · RefundsView use case - Support AI
Monitor customer satisfaction with survey-based feedback
Send a short survey after each conversation and track satisfaction by topic, channel and agent.
QualityView use case - Support AI
Track automation health with real-time status updates
See how automation is performing as it happens, with alerts when a workflow needs attention.
ReportingView use case - Support AI
Send proactive post-purchase check-ins
Yuma reaches out after key order events by email or SMS, answering questions before they turn into tickets or returns.
Outbound · Post-purchaseView use case - Support AI
Warn customers about shipping delays before they ask
When your systems flag a delay, Yuma tells affected customers first, with a clear new date and what you'll do about it.
Outbound · ShippingView use case - Support AI
File carrier claims in portals without an API
Yuma opens the carrier portal in a real browser, fills in the claim with the order details and evidence, and submits it.
Web Actions · ShippingView use case - Support AI
Update stock in internal tools without an API
When a ticket reveals a stock problem, Yuma finds the SKU in your back-office tool and corrects it, even with no API.
Web Actions · OperationsView use case - Support AI
Pause subscriptions in back-office tools without an API
For subscription tools Yuma can't reach by API, it pauses the subscription in the interface with a reason code and note.
Web Actions · SubscriptionsView use case - Support AI
Automate subscription changes: skip, swap, pause or cancel
Yuma handles subscription requests end to end in your subscription platform, and offers a pause or swap before a cancellation.
SubscriptionsView use case - Support AI
Edit or cancel orders before they ship
Address fixes, item swaps and cancellations are done in Shopify straight from the ticket, before the order leaves the warehouse.
OrdersView use case - Support AI
Resolve Instagram and Facebook DMs like any other ticket
Private messages on Instagram and Facebook get the same order lookups, actions and policies as email, with no separate inbox.
Social DMs · OrdersView use case - Voice AI
Update or cancel orders during live phone calls
Yuma answers your phone line, finds the caller's order and changes it in your backend while they're still on the call.
Orders · VoiceView use case - Voice AI
Answer “where is my order” calls with live tracking
Yuma picks up order status calls, finds the order and tells the caller exactly where their parcel is, around the clock.
Orders · ShippingView use case - Voice AI
Cover nights and weekends with an AI phone agent
Keep your team on the phones during business hours and let Yuma answer every call after they log off.
Coverage · VoiceView use case - Voice AI
Hand off phone calls to your team with full context
When a call needs a person, Yuma transfers it or turns it into a ticket, so nobody asks the customer to repeat themselves.
Escalation · VoiceView use case - Sales AI
Boost average order value (AOV) across all shoppers
Recommend bundles and add-ons from your catalog at the moment shoppers are ready to add more.
RevenueView use case - Sales AI
Increase conversion rate (CR) with timely nudges
Step in with the right answer or offer when a shopper hesitates on a product or checkout page.
ConversionView use case - Sales AI
Reduce cart abandonment rate (CAR) and reclaim sales
Follow up on abandoned carts with personal answers to the question that stopped the purchase.
Cart recoveryView use case - Sales AI
Drive revenue growth using deep shopper insights
Turn every shopper conversation into insight on objections, demand and the products people ask about.
Revenue · InsightsView use case - Sales AI
Maximize revenue per visitor (RPV) effortlessly
Guide each visitor to the right product faster, so more sessions end in an order.
RevenueView use case - Sales AI
Upsell to shoppers showing high purchase intent
Spot high purchase intent in conversation and suggest the upgrade or add-on that fits.
UpsellView use case - Social AI
Turn social comments into private chats that drive sales
Reply to buying-intent comments in your brand voice and move interested shoppers toward checkout.
Comments · ConversionView use case - Social AI
Track every social mention of your brand in real time
Catch every tag and mention of your brand across social channels and respond while it still matters.
MentionsView use case - Social AI
Auto-reply to 5-star reviews on Trustpilot and Yotpo
Thank 5-star reviewers on Trustpilot and Yotpo with replies that sound like your team wrote them.
ReviewsView use case - Social AI
Detect comment intent and respond with the right tone
Read whether a comment is a question, a complaint or praise, and answer each one in the right tone.
CommentsView use case - Social AI
Safeguard your brand across all social platforms
Hide spam and abusive comments and flag sensitive threads for your team before they spread.
Brand safetyView use case - Chat AI
Improve chat quality with accurate, context-rich responses
Ground every chat answer in your Handbook, order data and policies, so replies stay accurate.
QualityView use case - Chat AI
Deliver real-time support that feels human and helpful
Answer shoppers in seconds with replies that follow your brand voice and know when to hand off.
Live chatView use case - Chat AI
Add instant AI assistance to every page of your website
Put an AI assistant on product, collection and policy pages that answers questions in context.
WebsiteView use case - Chat AI
Add AI-powered instant support with just three lines of code
Install the chat widget with a three-line snippet and start answering shoppers with no engineering work.
SetupView use case - Chat AI
Resolve common questions instantly with zero human agent time
Resolve shipping, sizing and policy questions instantly from your Handbook, with no agent involved.
FAQsView use case - Yuma platform
Turn your SOPs into live playbooks with Ask Yuma
Upload a policy document or describe how you work, and Ask Yuma drafts the playbook, the steps and the tests for you.
Setup · HandbookView use case - Yuma platform
Find out why a ticket was handled wrong
Ask Yuma traces a bad answer back to the rule, document or gap that caused it, and proposes the fix.
Quality · InvestigationView use case - Yuma platform
Get a weekly product defect report automatically
Ask Yuma reads every ticket, pulls the photos customers sent, and produces a defect report for your product team each week.
Reporting · InsightsView use case - Yuma platform
Ask Claude about your support operation
Connect Yuma to Claude and ask about tickets, automation rates and configuration in the same chat as your other tools.
Reporting · MCPView use case - Yuma platform
Test policy changes before customers see them
Every playbook has tests. Change a policy and Yuma reruns them as simulated conversations, then rolls out gradually.
Testing · RolloutView use case Don't see your workflow?
Most brands automate their own SOPs with Flows and Handbooks. Tell us what your team handles and we'll show you how Yuma runs it.
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