How does Pleased.com help with "where is my order" questions?

Routing rules spot order status questions and send them to a dedicated view and team. Your help center answers common delivery questions before they reach an agent, and on Enterprise, AI chat agents can answer them around the clock.

Can Pleased.com handle Black Friday and peak season volume?

Yes. Automations sort conversations as they arrive, so spikes from Black Friday, Cyber Monday, holiday sales and product drops land in the right queues. Premium adds high-scale performance, and Pleased.com runs at 99.9% uptime.

Can we manage returns and refunds in Pleased.com?

Yes. Return and refund requests can be tagged and routed to their own view and team, with the full conversation history on the ticket.

Can we support several store brands from one account?

Yes. You can run support for several brands or stores from one workspace. Grow includes up to 3 brands, and higher plans support more.

Does Pleased.com support phone calls?

Yes. Voice is a channel inside Pleased.com, so calls sit next to chat and email in the same inbox. IVR menus are included on Premium and AI voice agents on Enterprise.

How long does setup take?

Less than 30 minutes to set up live chat and email and invite your team. Setup is self-serve.

What does it cost for a 10-agent ecommerce team?

On Grow, a 10-agent team pays $450 a month billed annually ($45 per seat), or $600 a month billed monthly ($60 per seat). Pricing is per seat, with no usage fees.

Is there a free trial?

Yes. The trial lasts 14 days, it is self-serve and you can cancel anytime.

How do I reduce "where is my order" tickets?

Start with your contact reasons report to see how many tickets are about order status. Publish clear shipping times and tracking help in your help center, and link to it in order confirmation emails. In Pleased.com, route the remaining order status questions to one queue, and on Enterprise let AI agents answer them around the clock.

What is a good first response time for ecommerce support?

It depends on the channel. Shoppers on live chat expect a reply within minutes, while same-day replies are a common target for email. Pleased.com reports first response time by channel, so you can set your own targets and track them.

What is the difference between a help desk and a shared inbox for an online store?

A shared inbox lets several people read one email address. A help desk like Pleased.com turns every message from every channel into a ticket, routes it to the right team, tracks its status and reports on volumes and response times. Most stores move to a help desk once they add live chat, social or more than a few agents.

Ecommerce Customer Support Software

Ecommerce support challenges

Ecommerce support challenges: order status, returns and peak season.

Order tracking, returns, delivery problems and product questions all land in the same queue. Pleased.com helps you sort them, answer them and keep them moving.

01

"Where is my order?" fills the inbox

Order status questions are often the largest share of tickets, and they repeat every day.

02

Returns and refunds take time

Exchanges, return labels and refund updates need a clear process and someone who owns them.

03

Peak season multiplies volume

Black Friday, Cyber Monday, holiday sales and product drops can bring several times your normal volume in a day.

04

Pre-sale questions decide the sale

Sizing, stock and shipping questions need an answer while the shopper is still on the product page.

05

Delivery issues need follow-up

Late, lost or damaged parcels often mean chasing a courier while keeping the customer updated.

06

Shoppers contact you everywhere

Chat on the store, a DM on Instagram, an email, then a phone call. It should all be one history.

Black Friday & peak season

Black Friday customer support, planned before, during and after the rush.

Black Friday, Cyber Monday and the holidays bring the biggest volume of the year, then a wave of returns in January. Pleased.com helps you prepare, keep up and clear the backlog.

Before

Prepare your help center and rules

Publish shipping cut-off dates and your holiday returns window
Set up routing rules for order status, delivery and returns
Add agents and seasonal staff with custom roles

During

Keep every queue moving

Rules sort conversations into the right queues as they arrive
AI chat and voice agents answer common questions around the clock (Enterprise)
Watch live volumes and response times by queue

After

Clear the returns wave

Route January returns and exchanges to a dedicated team
Keep the full conversation history on every return ticket
Review top contact reasons to plan next season

Ecommerce support calculator

How many agents does your store need?

Estimate monthly ticket volume, team size and cost from your order volume. Adjust the assumptions to match your store.

Orders per month20,000Tickets per 100 orders8Tickets one agent handles per day40Peak season volume3×

TICKETS / MONTH

1,600

AGENTS NEEDED

2

AT PEAK

6 agents

GROW, BILLED ANNUALLY

$90 / month

Based on 22 working days a month. Cost is for your normal team size on Grow at $45 per seat. This is an estimate, not a quote.

Start free trial

Help desk & ticketing

Live chat, email, social DMs and voice in one ecommerce help desk.

Shoppers message you from your store, Facebook, WhatsApp and Telegram, or pick up the phone. Social DMs get the same tickets, routing and history as every other channel, which matters most for fashion and beauty brands that sell through social.

Bring your channels together
Live chat, email, Facebook messages, WhatsApp, Telegram and voice, each turned into a ticket in one help desk.
Route conversations automatically
Send order status, returns, delivery and pre-sale conversations to the right team with rules.
Give agents the full picture
Conversation history, internal notes and past tickets on one screen.
Let shoppers find answers themselves
A searchable help center on every plan, for shipping times, return policy, sizing and payment questions.

Returns & refunds

How a return request moves through Pleased.com.

Returns are where a good experience is won or lost. Here is what happens from the first message to the refund update.

1

Shopper asks to return

The request arrives from chat, email, social or phone and becomes a ticket with the shopper's history.

2

A rule tags it

Automations recognise return and refund requests and tag them, so nobody has to sort them by hand.

3

Routed with the policy

The ticket goes to your returns team, and the shopper receives your returns policy article straight away.

4

Refund update, resolved

The agent confirms the refund in the same thread. The full history stays on the ticket for any follow-up.

Pre-sale live chat

Live chat that answers pre-sale questions before shoppers leave.

A shopper with an unanswered question on a product page often leaves. Live chat on your store lets your team answer while they are still deciding, so support helps you sell as well as fix problems.

Route pre-sale chats to a team that knows your products
Keep pre-sale and order questions in separate queues
AI agents answer common product questions after hoursEnterprise

Sizing and fit
“Does this run true to size?”
Answer with your size guide and suggest the right size before checkout.
Stock and variants
“Will the black one be back in stock?”
Give a clear answer on colors, variants and restocks.
Shipping and costs
“Will it arrive before the 20th?”
Confirm delivery times and costs while the cart is still open.

AI agents for ecommerce

AI chat and voice agents that answer shoppers around the clock.
INCLUDED ON ENTERPRISE

Shoppers ask about shipping times, returns and sizing at all hours. AI agents answer the common questions and hand anything else to your team, with the conversation attached.

Answers outside business hours
Common shipping, returns and product questions get a reply at night, on weekends and during sales.
Clean handover to agents
When a question needs a person, the ticket is routed to the right team with the full chat history.
Chat and voice
The same AI support on your store chat and your phone line.

Contact center (CCaaS)

Voice and contact center: calls and tickets in one place.

Some shoppers still pick up the phone, especially about a late delivery or a high-value order. Voice runs inside Pleased.com, next to chat and email, so you don't need a separate contact center tool.

Calls arrive in the same inbox as chat and email
Every call becomes a ticket with the customer history attached
IVR menus send callers to orders, returns or salesPremium
Skill-based routing for returns, wholesale and VIP shoppersPremium
AI voice agents for common questionsEnterprise

Customer support analytics

See why shoppers contact you, and fix the cause.

Reporting shows your top contact reasons alongside volumes and response times. If order status is your biggest category, a clearer shipping page or tracking email can remove tickets before they arrive.

Basic on CoreAdvanced on Grow

Built for ecommerce teams

Multi-store, multi-language support for DTC brands, retailers and marketplaces.

Run support for every store, brand and market from one workspace, and see how your team is doing through peak season and beyond.

Multiple stores and brands

Support several storefronts or brands from one platform, each with its own queues.

Up to 3 brands on Grow

Multiple languages

Sell internationally and route conversations by language to agents who speak it.

1 on Core, 2 on Grow, 40+ on Premium and Enterprise

Peak-ready routing

Your own rules sort Black Friday and holiday volume into the right queues as it arrives.

Skill-based on Premium

Reporting and analytics

See volumes, top contact reasons, response times and team performance.

Advanced on Grow

Example setups

How different ecommerce teams could set up Pleased.com.

Illustrative examples, not customer case studies. Costs use annual billing.

Example setup

A 12-agent fashion brand with 3 storefronts

One workspace for 3 brands, each with its own queues
Routing by store and by language for EU shoppers
Facebook and WhatsApp messages next to chat and email

Grow12 seats · $540 / month

Example setup

A 5-agent subscription coffee brand

Help center articles for pausing, skipping and changing deliveries
A rule that sends subscription changes to one agent
Live chat and email in one inbox

Core5 seats · $75 / month

Example setup

A 30-agent marketplace

Separate queues for buyers and sellers
Skill-based routing for disputes and seller onboarding
IVR menu for buyer, seller and order calls

Premium30 seats · $2,640 / month

Ecommerce integrations

Shopify and WooCommerce integrations are coming soon.

ShopifyComing soon

WooCommerceComing soon

By type of store

Ecommerce customer support for every kind of store.

Shopify & DTC brands

Support for direct-to-consumer brands selling from their own store.

Subscription ecommerce

Pauses, skips, plan changes and billing questions in one queue.

Marketplaces

Separate buyer and seller support with their own routing.

Fashion & beauty

Sizing, returns and social DMs for high-return categories.

Is Pleased.com right for your ecommerce team?

Yes, if you run a 3–50 agent support team for an online store and answer shoppers across chat, email, social and phone.

A great fit

Choose Pleased.com if

You run a support team for a DTC brand, retailer, marketplace or subscription business

You answer shoppers on chat, email, social and phone

You need to get through peak season without hiring a second team

You want to set up live chat and email in under 30 minutes

You want per-seat pricing with no usage fees

Start free trial View pricing & plans

Clear setup

Self-serve trial

Cancel anytime

Probably not

Look elsewhere if

You only need a basic email inbox

You prefer separate tools for each support channel

You prefer a lengthy implementation before getting started

Not sure which side you're on? Ask us. We'll tell you straight.

Simple, per-seat pricing for ecommerce support teams

Core

Everything you need to get started

$15

/ seat / month

Get Started

Includes

Live chat + ticketing
Email + social channels
Automations & routing
Basic analytics
Single brand

Recommended

Grow

Built for scaling teams

$45

/ seat / month

Get Started

Everything in Core, plus

Omnichannel support
Custom roles & limits
Advanced reporting
Up to 3 brands

Premium

Advanced control and performance

$88

/ seat / month

Get Started

Everything in Grow, plus

Skill-based routing
Internal knowledge base
IVR functionality
High-scale performance

Enterprise

AI included

Full platform power with dedicated support

$150

/ seat / month

Contact us

Everything in Premium, plus

AI Chat & Voice Agents
Dedicated infrastructure
SLA + audit logs
White glove onboarding

Glossary

Ecommerce customer support terms.

WISMO: Short for "where is my order?". The questions shoppers send about order status and tracking, usually the largest ticket category for online stores.
RMA: Return merchandise authorization. The approval and reference number a store issues before a shopper sends an item back.
First response time (FRT): The time between a shopper's first message and the first reply from your team.
Contact rate: The number of support tickets per order, often shown as tickets per 100 orders.
Omnichannel support: Handling chat, email, social, messaging and phone in one place, with one history per customer.

Customer stories

Why teams choose Pleased.com

See how teams use Pleased.com to organise customer support, automate their workflows and connect with the systems they already use.

Pleased has made a real difference to the way we manage customer support operations. The platform is intuitive and flexible, giving our team a clear view of customer interactions and helping us stay organised and respond efficiently.

We particularly value how easy it is to adapt Pleased to our requirements. Its workflows and automations have helped us create a more structured and efficient support operation without adding unnecessary complexity.

At Unlokk, we ran a fully automated consumer lending platform, so customer support was an important part of our service. We integrated Pleased into our lending system through their API, and it worked reliably throughout our time using it. Their team was always helpful and gave us clear, practical answers whenever we needed support. We appreciated having a platform we could rely on and people who were easy to work with.

FAQ