Customers answered from your own records, on the channels they already use.

Order, stock and returns questions settled on WhatsApp and web chat, with payments and stock reconciled behind every answer.

Two jobs leave the team: the repeat questions and the reconciliation. An assistant answers where is my order, is it in stock and how do I return it on WhatsApp and web chat, from your own systems, and hands the rest to a person. Behind it, orders, stock and payments reconcile on their own.

Five questions and three reconciliations fill a retail team's day.

Where is my order, is it in stock, can I change the size, how do I return it, when will my refund arrive: each asked a few hundred times. Then the reconciliation, meaning gateway payouts against orders, store stock against online stock, and cash on delivery against what the courier remitted.

Both are pattern work. Neither needs a person for the common case, and both need a person for the exception. When they go wrong, it is specific: a refund promised in a chat that finance never sees, or an item sold online that the store sold at noon.

The assistant answers from your records and hands over the rest.

Every answer comes from your systems and documents. Order status comes from the order record, stock from the stock record, and policy from your published policy, with the source attached. When the records do not hold the answer, the conversation passes to a person, with the transcript and a draft reply attached. Knowledge base & RAG explains the retrieval.

It does not issue refunds, change prices, promise compensation or message someone who has not written first. Those wait for a person, and the rule is enforced in code, outside the model. Model guardrails sets out exactly what a model may never do alone.

WhatsApp Business, web chat on your own site and the inbox all draw on that one retrieval and one rule set. Voice and conversation systems covers the channels.

WhatsApp's rules, and our stricter ones.

WhatsApp sets its own. A business may reply freely within 24 hours of a customer's last message. Outside that window it may send only pre-approved template messages, and only to people who opted in to hear from it.

Ours are stricter. An order confirmation or a delivery update the customer asked for can go automatically through an approved template. A first message to someone who has not written to you, a promotion included, waits for a person to approve and send it.

Behind the chat, the money and the stock reconcile.

Payments against orders. Gateway settlements matched to orders, fees split out, exceptions to a person, and the rest closed automatically. Workflow automation.
Stock across channels. Store and online stock from one record in ERPNext, reserved when an order is placed, so the site stops selling what the shelf does not have.
Returns and refunds. A return request becomes a tracked record, the refund is drafted against the original payment, and a person approves it.
Cash on delivery. Courier remittances matched to delivered orders, with the gaps listed per courier.
The supplier side. Purchase invoices and delivery notes read and matched against what was ordered.

A payment with no order, an order with no payment, or a duplicate is refused and queued, never guessed.

A month of conversations first, then a shadow fortnight.

Read a month of conversations. Which questions repeat, which need a person, and which the records can already answer.
Connect the sources. Order, stock and policy records, read-only at first.
Build the answers and the handover. Tested against a question set your own team writes, in both languages.
Shadow fortnight. It drafts every reply, and a person sends each one. The disagreements tune the thresholds.
Live with limits. Widened only as the evaluation set proves it can be.

What your checkout and terms must say is set by consumer-sales law where you sell (in the UAE, Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means), and that is your lawyer's call. We build what they specify.

Frequently asked questions

What can retail and e-commerce automation take off a team?

Can an assistant answer order questions on WhatsApp?

Yes, through the WhatsApp Business Platform, answering from your order and stock records with the source attached. Anything it cannot answer from those records goes to a person with the conversation and a suggested reply already loaded.

Will it ever message a customer first?

No. It replies to people who wrote first, and sends the updates a customer asked for, such as an order confirmation, through an approved WhatsApp template. Anything unsolicited waits for a person, and WhatsApp's own rules also require the customer's opt-in.

What is payment reconciliation?

Matching every payment that arrives, from a card gateway, a bank transfer or a courier's cash-on-delivery remittance, to the order it pays for. Here it runs automatically, with fees split out and anything that does not match queued for a person.

Can orders, stock and payments reconcile automatically?

Most of them. Matches that agree close on their own. A payment with no order, an order with no payment or a duplicate goes to a person, and a check that cannot run refuses rather than guessing. The aim is a short exception list, with a person on each item.

Does e-invoicing apply to retail sales?

Where e-invoicing is mandated, it depends on the scheme. In the UAE, sales to consumers are outside the mandate for now, pending further guidance from the Ministry of Finance, while invoices to other businesses, such as wholesale or corporate orders, are in scope. Where your line falls is your tax adviser's call, and we are not an ASP.

Does the assistant work in more than one language?

Yes. It answers in English, in Arabic and in the mix of both that customers write. Answer quality is measured on your own past conversations in both languages before launch, and reported as a number rather than a promise.