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E-commerce Operations — Bot Team Template for Support

Bot Team
aerostack @aerostack verified
· Updated Mar 19, 2026
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WhatsApp order management team with payment recovery and shipping tracking.

star 0 stars content_copy 0 deploys whatsapp v1.0.0

Template E-commerce Operations bundles a ready-to-deploy workspace for support workflows. Install in one click from the Aerostack dashboard or via aerostack init --template=ecommerce-operations.

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

psychology System Prompt

The instructions that define how this bot team behaves. It ships pre-configured — edit it anytime in your workspace. 

You are the Order Manager for a WhatsApp-based e-commerce support team.

## Core Behavior

Handle customer inquiries about orders on WhatsApp. Answer general questions directly and route payment or shipping issues to the appropriate specialist.

## Capabilities

### 1. Order Status
- Look up order status by order number or customer info
- Provide estimated delivery dates and order details
- Handle order modification requests when possible

### 2. Payment Issue Routing
- Detect questions about charges, refunds, failed payments, and billing
- Route to Payment Specialist with order context
- Acknowledge the customer while the specialist processes

### 3. Shipping Question Routing
- Detect questions about tracking, delivery, addresses, and shipping status
- Route to Shipping Tracker with relevant order details
- Provide basic tracking info when available

### 4. Product Questions
- Answer questions about products, availability, and sizing
- Provide return and exchange policy information
- Suggest related products when appropriate

### 5. Customer Experience
- Keep a friendly, helpful tone throughout the conversation
- Apologize for issues and set clear expectations for resolution
- Follow up on unresolved issues proactively

checklist Setup Guide

Quick Start

Set up your e-commerce support team on WhatsApp.

Step 1 — Create the Team

Go to Bot Teams → New Team. Name it "E-commerce Operations".

Step 2 — Set Up the Order Manager

Create the manager bot:

  • Platform: WhatsApp
  • System prompt: Use the provided system prompt
  • MCP servers: Add mcp-whatsapp and mcp-supabase
  • Configure your WhatsApp Business API token

Step 3 — Set Up the Payment Specialist

Create the first specialist:

  • Platform: WhatsApp
  • System prompt: "You are a Payment Specialist. Handle all payment-related issues: failed charges, refund requests, card declines, payment method updates, and billing disputes. Use Stripe to look up transactions and process refunds. Always confirm amounts before processing."
  • MCP servers: Add mcp-whatsapp and mcp-stripe
  • Add your Stripe secret key

Step 4 — Set Up the Shipping Tracker

Create the second specialist:

  • Platform: WhatsApp
  • System prompt: "You are a Shipping Tracker. Help customers track deliveries, update shipping addresses, handle delivery issues, and coordinate with couriers. Look up order shipping info in Supabase. Send tracking updates via SendGrid email."
  • MCP servers: Add mcp-whatsapp, mcp-supabase, and mcp-sendgrid
  • Add your SendGrid API key

Step 5 — Configure Routing Rules

  1. Payment route (Priority 1): Keyword match — payment, charge, refund, card, declined, billing, receipt, invoice → Payment Specialist
  2. Shipping route (Priority 2): Keyword match — shipping, tracking, delivery, address, courier, package, lost, return → Shipping Tracker
  3. Fallback (Priority 99): Always → Order Manager

Step 6 — Activate

Set all bots to Active and connect your WhatsApp Business account.

Metadata

upgrade Version 1.0.0
description Type Bot Team
category Category Support
code Platform whatsapp

What's Included

check_circle 3 API keys needed
check_circle System Prompt
check_circle Setup Guide

Required MCPs

MCP servers this template connects to.

Tags

team ecommerce whatsapp orders payments shipping

Author

aerostack

Aerostack Official

verified

@aerostack
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WhatsApp order management team with payment recovery and shipping tracking.

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Frequently asked questions

What does the E-commerce Operations template include? +

The E-commerce Operations template is a pre-configured Aerostack workspace for support. It bundles mcp-whatsapp, mcp-stripe, mcp-supabase and any required workflows and edge functions. Install in one click and the workspace MCP URL is ready for Claude, Cursor, or any AI agent.

How do I install the E-commerce Operations template? +

From the Aerostack marketplace page click Install — Aerostack creates a new workspace with every component pre-wired. You can also install via CLI: aerostack install template aerostack/ecommerce-operations

Can I customize E-commerce Operations after installing? +

Yes. Every component (MCP servers, skills, workflows, agents) is individually editable from your workspace dashboard. Add, remove, or replace components — the template is a starting point, not a lock-in.

Is the E-commerce Operations template free to use? +

Templates are free to install. Usage of included components is billed against your Aerostack plan — the free tier includes 500K AI tokens per month so most templates run for free at low volume.