Product discovery, order status and returns resolved against your actual catalogue and order system, with anything it cannot confirm handed to a human.
From ₹16,000 per month + usage. Built for D2C brands and online retailers.
ShopNEX answers product, order and returns questions for D2C brands and online retailers from the systems that already hold the truth: the catalogue, the stock ledger, the order record and your returns policy. Each product class has its own confidence line, and anything the agent cannot confirm goes to a person with the whole thread attached.
Shoppers ask in their own words and get answers from live product data and the stock ledger, read at answer time rather than from a nightly export. Discovery covers:
Where an order is, and why it is late, answered from the order record and the courier’s tracking rather than a canned “it’s on its way”. Order support includes:
Eligibility checked against your returns policy line by line, with the refund or exchange started only where it qualifies. Returns handling covers:
The reason a cart was left is asked rather than assumed, and answered from the catalogue, instead of the same discount code sent to everyone who left. Recovery works on:
A confidence line per product class, so a phone case and a prescription lens are not held to the same standard. Below the line the agent hands over with context instead of improvising. Gating includes:
Every question the catalogue could not answer is logged against the SKU it was about, which makes it a ranked list of range and copy gaps. Merchandisers see:
The catalogue, the stock ledger, the order record and the returns policy are read when the question arrives. If a read fails, the agent declines to promise rather than quoting a cached number.
Every answer ShopNEX gives is read from a system of record at the moment it is asked, carries a confidence score, and is held to the line you set for that product class. Below the line, it hands over.
ShopNEX reads the systems that already hold the truth about your catalogue, your orders and your shipments. Nothing here asks you to move your storefront.
Catalogue and order data read from the storefront you already run, or from your own catalogue API if the store is custom-built.
Product questions, sizing and delivery dates answered on the product page, from the same catalogue the page is built on.
Order status, returns and cart recovery on WhatsApp, with the same authority limits as the site.
Direct messages and emails picked up by the same agent, so a shopper who moves channel keeps one thread.
Where an order is, why it is late, and a fresh invoice or tracking link whenever the shopper asks.
Eligibility checked, exchanges confirmed against stock and reverse pickups booked in one conversation.
Anything above the line reaches a person with the context attached, so the shopper never repeats themselves.
ShopNEX is built around a few decisions that decide whether a storefront agent can be trusted: live reads, a line per product class, and a record of everything it did.
Grounding
Catalogue, stock and orders are read at answer time. A failed read means no promise, not a stale one.
Authority
Each product class has its own threshold and its own list of actions the agent may take alone.
Versioning
Thresholds are config with a history, so a change can be traced and rolled back like any other.
Audit
Each handoff and each autonomous action is logged with its confidence and its outcome.
Channels
Storefront, WhatsApp, email and Instagram share one agent, one set of limits and one thread per shopper.
Integrations
Connects to Shopify, WooCommerce, Magento or a custom catalogue API. Nothing moves.
Six modules that assume a real catalogue: stock that moves, a returns policy with conditions, and SKUs whose wrong answers cost very different amounts.
Discovery answered from live product data and the stock ledger, so a recommendation is never for something that went out of stock this morning or ships outside the customer’s pincode.
Status, delivery exceptions and return eligibility resolved against the order record and your returns policy, with the refund path started where it qualifies and only where it qualifies.
The reason for the abandonment asked rather than assumed — price, stock, delivery window, size doubt — and answered, instead of a discount code fired at everyone who left.
A threshold per product class. Regulated, sized and high-return lines can require a human before the agent commits to anything, while a phone case never needs one.
The whole thread, the products in view and everything the agent already verified, handed over so the customer never repeats themselves to the person who picks it up.
What customers asked for that the catalogue could not answer — the clearest ranked list of range gaps and copy gaps a merchandiser will ever get.
Six things CX, e-commerce and merchandising teams tell us mattered, from how the agent handles doubt to who helps after launch.
Every answer is read from a system of record and shows where it came from, so your team can see why the agent said what it said.
Below the line, the agent hands over rather than guessing. The failure mode is a slower answer, not a wrong one.
You decide what it may do alone for each SKU class, from refunding a phone case to only stating facts on a regulated line.
It reads your storefront, stock, courier and payment systems where they are. Your checkout and order system stay put.
Thresholds are argued from your logged handoffs and outcomes, not from a default we shipped.
A named lead through setup and the first weeks live, from a team that works on catalogues, couriers and returns every day.
One global threshold is how agentic commerce goes wrong. This is a worked configuration: open any class to see the line it must clear, what it may do alone and what a wrong answer costs.
Accessories
Low-value accessories
Electronics
High-value electronics
Made to order
Made-to-order items
Apparel
Sized apparel
Regulated
Health and optical
Perishables
Food and fresh goods
Customer experience, e-commerce and growth leads on what changed once the agent answered from their own catalogue and systems.
Project
Put the agent on the storefront and WhatsApp for a D2C apparel brand on Shopify, with sized apparel held at 0.85 and exchanges booked through Shiprocket.
Head of Customer Experience
D2C apparel brand
Review
“Size exchanges used to be most of our inbox. Now the agent books them, and the sizing complaints reach our merchandiser as a list instead of as tickets.”
What CX, e-commerce and tech teams ask before a pilot: how stock stays current, what the agent may do alone, and how the thresholds are tuned.
Still have a question?
Thirty minutes with someone who has set up ShopNEX on a real catalogue. No deck, no discovery form.
It reads your stock ledger at answer time rather than a nightly export. If that read fails it declines to promise availability instead of quoting a cached number.
Tell us your storefront platform, roughly how many SKUs you carry and which channels your shoppers use. We come back with a walkthrough on your own catalogue, not a generic demo.
Book a walkthrough
Thirty minutes on your catalogue, channels and current support set-up.
We connect your systems
Catalogue, stock, orders, couriers and your returns policy, read where they live.
Set the lines together
A threshold and a list of allowed actions for each SKU class you sell.
Go live and tune
Launch on your first channel, then adjust the lines from your own logged outcomes.
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