CASEKIT

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Feature · Pro

AI drafts grounded in Shopify order data

In English, French, Spanish, German and Italian, CaseKit keeps the order facts and structured policy conditions intact. AI selects a short acknowledgment for the customer's message. Review the complete draft before copying it.

Check Shopify availabilitySee Pro pricing

The order of operations

Shopify supplies the order data, CaseKit selects the scenario, and AI helps with wording. Your review is the final step.

Step 1

Shopify

Determines what happened to the order. Fulfillment, carrier, tracking, dates.

Step 2

CaseKit

Determines the support scenario deterministically from that evidence.

Step 3 — Pro

AI

Selects an acknowledgment in the customer's supported language. The verified order details stay intact.

Step 4

Your agent

Reviews the draft, edits anything, and sends it from Gmail.

The order matters. The rewrite is guided by the resolved order, but AI can still misstate facts or suggest an unsuitable action. Check every reply against Shopify and your policy before sending.

What Pro adds to the wording

  • Uses the customer's actual message, so a frustrated third email does not get a chirpy first-contact reply
  • Uses tone guidance to select an acknowledgment; factual paragraphs use polite, consistent wording
  • Uses structured policy rules for return windows and exclusions; free-text exceptions need your review
  • Offers quick adjustments: shorter, warmer, more formal
  • Uses reviewed wording in the five supported languages; other-language AI translations require careful review

Store tone and shared macros →

CaseKit showing order #10611 out for delivery today with DPD, and the matching reply

The claims we are not making

This category is full of overstatement, so here is what CaseKit is not.

Not an autonomous agent

CaseKit does not resolve tickets by itself, does not send email, and does not close conversations. Every reply is reviewed by a person.

Not a predictor

It does not estimate where a parcel is or when it will arrive. It reports what Shopify says and nothing beyond it.

Not a replacement for judgement

A recommendation is a starting draft. Refund decisions, goodwill and escalation stay with your team.

See also: The scenario comes first · What Pro includes · Store tone and macros · AI accuracy vs helpdesks

Questions about this feature

Does the AI decide where my customer's package is?
No. Order state, carrier and tracking come from Shopify. The AI stage happens after the scenario has already been decided, and its job is wording.
What does the AI actually see?
The minimum context for the rewrite: the current message, the detected customer language, the resolved Shopify variables for that order, your store tone and policy settings, and the selected scenario.
What if the AI rewrite fails?
The deterministic reply stays there and stays usable. A failed rewrite never leaves you with an empty composer or a broken draft.
Can it invent a delivery date?
Templates use available Shopify variables. AI can still make mistakes, including dates or commitments, so an agent must verify the reply before sending.
Is AI available on Free?
No. Free produces the deterministic localized reply. AI-assisted acknowledgment selection is a Pro capability.

Try it on your next customer email

Free plan: unlimited Shopify order lookups and 25 replies a month.

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