The questions that stop a checkout
Shipping cost, delivery area and the return window are some of the most common reasons a shopper hesitates at the last step. The answers usually exist in your store policies, but few shoppers read a policy page from top to bottom. A quick, correct answer in the chat removes the doubt while the cart is still open.
How Catchly answers
- From your own policies. Catchly reads the shipping, refund and terms policies in your Shopify settings, and any pages you publish, such as a shipping FAQ.
- Product by product. If a product page says an item is final sale, Catchly uses that, even when the general return policy would allow a return.
- With a promise guard. Catchly is designed to stop the AI offering refunds, reshipments, discounts or delivery dates that your policies do not state. Those chats go to your team instead.
- Suggested questions. Up to three questions shoppers can tap to start, based on your shipping, returns and size pages, or written by you.
- In the shopper's language. A question in French gets an answer in French, from the same policies.
Order questions
Where is my order? is a different kind of question, because it needs order data. Once Shopify approves Catchly's access to order details, shoppers can enter their order number and email in the chat, and the status shows only when both match. Requests to change or cancel an order go to your team. The AI does not change orders itself.
Set it up
- In your Shopify admin, open Settings and then Policies, and make sure your shipping and refund policies are filled in and current.
- State the facts shoppers ask about in plain words: where you ship, what it costs, how long it takes, the return window, and what cannot be returned.
- Send test chats in Catchly such as "Do you ship to Canada?" and "Can I return a sale item?" and check which policy each answer used.
- If you want a fixed reply for a question, such as your returns window, add an exact reply. The chat sends it word for word.
Tips
- Give delivery times as ranges your carrier can meet, and say where they apply. The chat can only be as specific as your policy.
- If shipping differs by country, write one short line per country or region.
- Mark final sale items on the product page, not only in the policy.
Try it: ask our demo store what shipping to Canada costs, or ask in French.