ECOMMERCE

AI Support Agent for eCommerce Brands

Resolve order issues, returns, and inquiries instantly — recover revenue, increase satisfaction, and transform support into a growth engine at scale.

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eCommerce support notification showing AI-resolved shipping issue with replacement item and tracking

ECOMMERCE TICKET RESOLUTION OVERVIEW

How Notch Resolves eCommerce Support at Scale

A structured AI platform built for eCommerce — scaling with your customer base, mastering your policies and product catalog, and delivering fast, consistent support across every stage of the shopping journey.

Autonomous Shopper & Policy Match Diagram

Shopper Ticket Solution Qualification Diagram

Select & Deploy the Winning Solution Diagram

Workflows Powering Every Resolution Diagram

Identifies the shopper, detects the issue: order, return, or shipping, and applies the right policy.

Every decision is explainable and aligned with your online store’s rules for fast, accurate support.

Once a policy is set, requirements are gathered automatically — from the conversation, order history, or follow-ups.

Each decision is explainable and tied to your online store policies for accurate, governed resolutions.

When requirements are met, the solution is applied automatically — issuing a refund, replacement, or discount via API workflows, with agent escalation only if needed.

Behind every ticket, parallel workflows retrieve data, enforce policies, and automate tasks like order checks or customer updates — ensuring fast, accurate, and consistent resolutions.

WHERE WE LEAD

What Notch Excels At

eCommerce Support
Resolution Expertise

Smart Ticket Resolution

Resolve tickets like login problems, purchase errors, and item issues — all mapped to your store’s logic and support workflows.

In-Depth Online Store Understanding

Master every aspect of your eCommerce site: product catalog, customer behavior, promotions, return policies, and fulfillment rules.

Speed & Scale

Faster Ticket Resolution

Resolve purchase errors, item issues, or login problems in minutes, not days, by automating the full support flow from issue to resolution.

Surge-Proof Scaling

Absorb massive spikes during sales, holidays, or outages without adding headcount.

Always on Brand & Policy

Policy-Aligned Responses

Every reply follows your store’s rules, from return eligibility to refund conditions and item replacements.

Consistent Brand Tone

Deliver customer support in your brand’s voice across chat, email, text messages, and more.

Our commitment

Replace the CS grind with
autonomus precision

30% of tickets autonomously resolved within 90 days.

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ECOMMERCE SUPPORT QUERIES

Resolving the Toughest Customer Tickets

Account & Access Issues

Resolve login and checkout errors, and password resets, instantly — keeping shoppers engaged and reducing abandoned sessions.

Carts, Orders & Returns

Resolve cart errors, WISMO inquiries, returns, and exchanges automatically with fast, policy-accurate resolutions

Payments & Refunds

Handle failed payments, duplicate charges, and refund requests seamlessly to restore trust and protect revenue.

VIP Customers & Complex Cases

Manage VIP complaints, escalations, and multi-step issues with precision and clear, auditable decisions

INSIDE THE SYSTEM

How Notch Powers Autonomous eCommerce Support

Train for Your Online Store

Import policies, product data, and past tickets so Notch interprets shopper intent — whether it’s WISMO, returns, exchanges, or billing.

Governed Autonomy

Every action follows your rules with audit trails, escalation controls, and compliance safeguards.

Deploy & Scale

Launch AI agents across channels, handle seasonal spikes, and scale support without extra headcount.

Evolve With Every Quest

Track performance, surface insights, and feed every resolution back to keep improving accuracy.

OPEN CAPABILITES

THINK BIGGER

Executive Corner

Expert eCommerce Partner

Beyond AI agents — we implement, optimize, and manage your support lifecycle, from onboarding to post-purchase.

TRUE Resolution

We don’t just automate — we resolve. Every order issue closed, every KPI met, with accountable ownership.

Reduce Cost Per Order

Scale support without extra hires. Reduce cost to serve while boosting retention and repeat purchases.

Fastest Time-to-Value

From kickoff to measurable results in weeks, not months. We move at the speed of your business.

“We’re building the future of autonomous eCommerce support, partnering with forward-thinking brands to make it real today.”

Rafael

CEO & Co-Founder, Notch

RESULTS

Delivering Business Outcomes, Fast!

Here is the business impact you can expect from us:

No. Agents	Time	AI Coverage	No. Tickets Resolved
100 agents	Before Notch	-	-
90 agents	30 Days	5%	20k
75 agents	90 Days	35%	45k
50 agents	180 Days	60%	65k
30 agents	365 Days	90%	80k

* While numbers relate to a standard 100K monthly ticket load, we see similar numbers for our larger enterprise clients who handle up to 1M tickets per month.

Start seeing results in 14 days, with measurable gains in resolution and satisfaction.

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Customers

Our success stories

Support Opex Reduction

“Travel disruptions can be incredibly stressful for our customers, but with Notch we’re instantly giving them confidence that help is on the way. Notch never sleeps, always follows the right process, and coordinates with our partners faster.”

”Mother's Day is one of the most important events for our business. With Notch, we met the surge in demand faster, smoother, and significantly reducing our need for additional headcount."

Support OPEX Reduction

“In the warmer months, melted bars were leading to too many refunds and unhappy customers. Notch not only helped us get that under control, but also gave us a much easier way to learn from our customers after purchase. It’s been a big step forward for both protecting our margins and improving the overall experience.”

Autonomously Resolved

“When we started working with Notch, the dream goal was to be faster and better at CX while staying lean all at once. When we saw an increase in sales conversion, especially outside business hours, that was the cherry on top.”

Raz Avigdor

Founder & CEO, Rubbit

"With Notch, our customers get instant answers 24/7, even on complex products. It’s been a game-changer for conversion."

Ornella Siso

Chief Operations Officer, Idyl

+20K

Backlog Tickets Cleared

“After trying other solutions with partial success, and then seeing how Notch transformed our support operations, I now realize that a fully managed service is a must when implementing AI support. This is especially true when it comes to handling customer interactions at scale. As a company built to protect people online, Guardio holds its support operations to the same standard: fast, accurate, and always on.”

Additional Agents Needed

92%

Faster Resolution Time

“By automating our most complex support processes end-to-end, we freed up our team to focus on driving sales and delivering high-value customer experiences. It’s been a total game changer."

Mai Hatuel

Head of eCommerce Operations

“MAËLYS is pretty strictly an in-house systems business. The exception to the rule is Notch and it has become a centerpiece to a lot of our planning and strategy. We really depend on Notch for critical insights now.”

Daniel De Castro

Co-Founder & COO