Order and delivery answers
Order status for verified shoppers, shipping estimates and tracking details from your store, plus a quick reorder of past purchases.
Use case · 24/7 support
Answer shoppers around the clock.
Zubby handles the questions that arrive at night, on weekends and during busy launches: where is my order, when will it arrive, will it fit, can I return it. When a person should step in, it creates a ticket with the full conversation.
Plans from $49/month. Try Growth for 14 days.
Platform actions require the applicable plan, connected adapter and permissions. Order writes also require supported identity verification and confirmation. New Shopify connections are coming soon; custom stores do not inherit native cart actions from API ingestion. Check platform action limits.
Included in every plan.
What it does
Most support questions in ecommerce repeat: order status, delivery times, returns, sizing and product details. Zubby answers them from your own store data, so shoppers can get help outside business hours. Answers can be incomplete or wrong; when information is missing, the agent should say so and offer a human handoff.
Anything sensitive or unusual goes to your team with the context already collected, so the first human reply can solve the problem.
Illustrative store example. A verified shopper asks for an order’s tracking link. Compare the answer with the synced order. A separate cancellation request on WooCommerce should create a ticket for staff, not claim a refund was issued. Check the Inbox and confirm who will follow up during your stated working hours.
Capabilities
What you get
Policy and product answers
Returns, exchanges, warranty, sizing and product details, answered from your policies, knowledge base and catalog.
Self-service returns
The agent checks the return window, records the reason, offers an exchange or store credit where your policy allows, and sends the request to your team.
Tickets and handoff
Conversations that need a person become tickets in the Zubby inbox, or Zendesk and Gorgias tickets from Growth, with the transcript attached.
How to get started
Add your policies
Upload shipping, returns, warranty and sizing documents and set your handoff rules.
Test common questions
Ask the ten questions your team answers most and refine any answer that needs it.
Go live and review
Turn the chat on, review tickets and conversations each week, and fill gaps in your knowledge base.
Good to know
- Shoppers must be signed in or verified before the agent shares order details.
- Money-moving actions default off. Their execution depends on platform support and permissions; see AI settings before enabling them.
- Keep policies current; the agent answers from what you give it.
Frequently asked questions
Which questions can it answer on its own?
Order status for verified shoppers, shipping and delivery estimates, returns and exchanges, sizing, product details, stock and store policies. It answers from your catalog, orders and knowledge base.
What happens outside business hours when a person is needed?
The agent collects the shopper's email, creates a ticket with the conversation attached, and tells the shopper someone will follow up. Your team picks it up in the inbox, or in Zendesk or Gorgias from Growth. You set human reply hours; round-the-clock AI does not promise a human response time.
Can it process returns or cancellations?
It can start a return or exchange request for your team to approve. Shopify cancellation, item reduction/removal and full refund tools are opt-in and require verified ownership and confirmation. WooCommerce and custom-store cancel, edit and refund requests become tickets. Shipping-address changes have separate defaults and platform requirements.
Can subscribers manage their subscription in chat?
For ReCharge stores, signed-in shoppers can see their subscriptions and next charge date. Skip, reschedule, pause and cancel work only if you turn them on, and each change is confirmed first.
Keep exploring
Try it on your store
See Zubby answer from your own catalog.
Start the 14-day Growth trial, connect your WooCommerce store, and read real shopper conversations before you open the assistant to all traffic.