Order status from PostNord, DHL and Ingrid in every channel

The short answer: Supportifier answers "where is my order?" with the real shipment status. It reads the order from your shop or business system and the tracking from PostNord, DHL, DHL Express, DSV, CityMail or Ingrid, and gives the customer the answer in chat, in the contact form, in the email reply and on the phone. The same connections let the AI see payments and returns.

Which systems it reads

• Shops and business systems: Shopify (as an app in the Shopify App Store), WooCommerce (via a WordPress plugin), Magento, Viskan ETM, Visma Business NXT and Microsoft Dynamics 365 Business Central. Orders, deliveries, returns and, where the system has it, invoices and outstanding balance.
• Carriers: PostNord, DHL, DHL Express, DSV and CityMail directly, and Ingrid, which covers deliveries across several carriers with pickup points and the tracking link. Shipmondo is used for return labels.
• Payments: Stripe, Qliro and Billecta for payment status, invoices and transactions.
• Loyalty: Voyado Engage for membership level, points, vouchers and consents.

The customer data is shown to the agent as cards on the ticket and feeds the AI's answer. It is never sent out raw and never shown in the customer portal.

How the answer is given in each channel

Chat and contact form. When the customer is identified, the AI fetches the order and the shipment status and answers directly: where the parcel is, the estimated delivery and the tracking link. If something has gone wrong, such as a delay or a parcel stuck at a pickup point, the ticket goes to an agent with the shipment already open.

Email. In the inbox the AI looks up the order number in the subject or body, reads the order and the tracking, and drafts the reply for the agent. An order that belongs to another email address is never shown. Where you have switched it on, safe answers in that category can be sent automatically.

Phone. During a call the agent has the customer's orders and shipments open next to the call, with real-time transcription and AI suggestions for what to say and do. After the call the transcript and an AI note of what was promised are saved on the ticket.

Identification and privacy

The AI only shows an order to the person it belongs to. In chat and the form the customer is identified before order data is used; in email the order must match the sender's address. Reading requires only read access to your systems, and read-only keys are recommended. Write access is needed only for the actions you switch on, such as changing a delivery address.

Beyond the status question

The same connections let the AI do more than report. Where you switch it on, it can change the delivery address, cancel an unshipped order, refund, create a replacement order or open a return with a return label. Each action is off by default, with limits you set. See automated returns, refunds and credit notes.

Carriers and systems not listed

Carriers beyond those above, other e-commerce platforms and other business systems have no ready-made connection. They are built during onboarding through the REST API, a webhook or a new connection after a technical review. Ask before you count on one.

Read more on the integrations page and the e-commerce page.