E-commerce Operations
Bot Team
WhatsApp order management team with payment recovery and shipping tracking.
What does E-commerce Operations do?
E-commerce Operations is a 3-bot team that handles customer order inquiries on WhatsApp. An Order Manager handles general order questions, a Payment Specialist resolves billing issues using Stripe, and a Shipping Tracker manages delivery logistics.
Customers message you on WhatsApp about their order — the right specialist responds instantly.
What's included
3 pre-configured bots:
- Order Manager — Order status, modifications, product questions, general FAQ
- Payment Specialist — Failed charges, refunds, card declines, billing disputes via Stripe
- Shipping Tracker — Delivery tracking, address changes, shipping issues, courier coordination
2 keyword routing rules + 1 fallback:
- Payment issues (payment, charge, refund, card, declined, billing) → Payment Specialist
- Shipping questions (shipping, tracking, delivery, address, courier, package) → Shipping Tracker
- General orders → Order Manager
4 MCP integrations: WhatsApp, Stripe, Supabase, SendGrid
How it works
Every WhatsApp message goes through the Order Manager first. Payment-related keywords trigger a handoff to the Payment Specialist, which can look up transactions and process refunds via Stripe. Shipping questions go to the Shipping Tracker, which checks fulfillment status in Supabase and sends tracking updates via SendGrid.
When to use this template
- You serve customers on WhatsApp
- You process payments through Stripe
- You need separate handling for payment vs. shipping inquiries
- You want automated refund and tracking workflows
Capabilities
Order Status
Look up order status by order number or customer info. Provide estimated delivery dates and order details
Payment Issue Routing
Detect questions about charges, refunds, failed payments, and billing. Route to Payment Specialist with order context
Shipping Question Routing
Detect questions about tracking, delivery, addresses, and shipping status. Route to Shipping Tracker with relevant order details
Product Questions
Answer questions about products, availability, and sizing. Provide return and exchange policy information
Customer Experience
Keep a friendly, helpful tone throughout the conversation. Apologize for issues and set clear expectations for resolution
Metadata
What's Included
Required MCPs
MCP servers this template connects to.
Deploy this bot team in minutes
WhatsApp order management team with payment recovery and shipping tracking.