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Sprigr

AI for E-Commerce Businesses

E-commerce businesses handle hundreds of customer interactions every day: order status questions, return requests, product enquiries, and complaints across email and helpdesk channels. Sprigr Team gives you agents that do the lookup and preparation work behind your support team: reading tickets, checking orders in Shopify, drafting replies, and lining up returns and refunds for a person to approve. Your team stays the voice to the customer; the agent removes the digging.

This guide covers the most common ways e-commerce businesses use Sprigr Team, with practical workflows you can set up in your own workspace.

Key use cases

Section titled “Key use cases”

Ticket triage via Gorgias

Incoming Gorgias tickets tagged, prioritised, and annotated automatically. Your agent reads the ticket, checks the order, and leaves a draft reply and internal note.

Order lookups

“Where is my order?” answered in seconds for your team. The agent pulls the order, fulfillment status, and tracking from Shopify and drafts the update.

Returns & refunds

Return requests checked against your policy and prepared in Shopify. Refunds wait for a person’s approval before any money moves.

Store hygiene

Low-stock reports, missing alt text, broken redirects, and daily sales summaries handled on a schedule.

Support ticket triage

Section titled “Support ticket triage”

Support tickets are the single largest time sink for e-commerce teams. With Sprigr Team, the Gorgias app, and the Shopify app, your agent does the reading and research so each ticket reaches a person with context.

How it works:

  1. Ticket arrives in Gorgias

    A customer submits a ticket via email, chat, or social media. Gorgias creates the ticket, and the Gorgias app’s webhook files it into the Sprigr Inbox immediately.

  2. Agent categorises the ticket

    The agent reads the ticket and categorises it: order status, return request, product question, complaint, or billing issue. It applies tags and priority in Gorgias.

  3. Agent researches and drafts

    The agent looks up the customer’s order in Shopify, checks your knowledge base for the relevant policy, and writes a draft reply plus an internal note summarising what it found.

  4. A person sends or escalates

    Your support team member reviews the draft in the approval card and sends it, or edits first. Complaints and edge cases are routed to a lead with the summary. You control the thresholds with directives.

Order lookups

Section titled “Order lookups”

“Where is my order?” is the most common question in e-commerce. Instead of your team switching between tabs, the agent does the lookup.

How it works:

  1. A team member asks, or a ticket arrives

    The customer may have provided an order number, or just a name and email.

  2. Agent looks up the order

    The agent searches Shopify by order number, customer name, or email and retrieves the order status, fulfillment progress, carrier, tracking number, and any hold or cancellation notes on the fulfillment order.

  3. Agent drafts the update

    The agent writes a clear draft: current status, tracking link, and expected delivery window. If there is a delay, it notes why.

  4. A person handles follow-ups

    If the customer wants to change the delivery address or cancel, the agent can prepare the change in Shopify. Address updates go through; cancellations and refunds wait for a person’s approval.

Returns and refunds

Section titled “Returns and refunds”

Returns are inevitable, but the preparation does not need to be manual. The agent checks eligibility and sets up the return in Shopify; a person approves the refund.

How it works:

  1. Customer requests a return

    The agent identifies the order and the specific item from the ticket.

  2. Agent checks eligibility

    The agent verifies the order against your return policy in the knowledge base (purchase date, condition requirements, exclusions) and notes the result on the ticket.

  3. Agent prepares the return

    If eligible, the agent creates the return in Shopify and drafts the customer reply with your return instructions and expected timeline. Shopify’s return flow, or your Starshipit account, produces the return label; the agent attaches the instructions to the draft.

  4. A person approves the refund

    When the item is received, the agent prepares the refund. Creating a refund is a money-moving action, so an approval card is shown and a person signs off before it runs. The agent then drafts the confirmation email.

Store hygiene on a schedule

Section titled “Store hygiene on a schedule”

The Shopify app also lets an agent keep the store tidy without anyone asking.

  • Daily sales brief. A scheduled task posts yesterday’s sales summary, top products, and refund rate to your team channel.
  • Low-stock report. The agent lists products below your threshold and drafts a reorder note.
  • Content fixes. Missing image alt text and broken redirects are found and fixed; new blog articles are drafted for review.
  • Post-delivery follow-up. For delivered orders, the agent drafts a satisfaction check email that your team sends in batches. Replies reporting a problem are triaged into tickets like any other message.

Getting started

Section titled “Getting started”

Connect your tools in about an hour; the first workflow takes minutes. Here is the recommended order:

  1. Create your workspace and complete onboarding.

  2. Upload your return policy, FAQ, and product information to a knowledge base.

  3. Create your first agent: start with a support agent that triages tickets and drafts order status replies. See Creating Agents.

  4. Install Shopify and Gorgias: set up the Shopify and Gorgias apps so the agent sees orders and tickets.

  5. Connect your support mailbox: install Google Workspace or Microsoft 365 so email threads sync into the inbox.

  6. Build return and escalation workflows: create workflows with approval gates for refunds and complaint escalation.

Next steps

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