E-commerce
Pluno works inside the help desk you already use, so it can answer order questions with live Shopify data, guide shoppers inside your store and handle refunds or address changes within your rules.
Customer: Hi, I just ordered a helmet and realized it's going to my old apartment. Can you send it to 22 Elm Street, Apt 4B instead? Order #48213.
PlunoDone. Order #48213 will now ship to 22 Elm Street, Apt 4B. You'll get the tracking link by email as soon as it leaves our warehouse.
Trusted by e-commerce teams like
“Pluno helped us turn repetitive questions into scalable AI-assisted support while allowing us to focus our time and expertise where human involvement matters most.”
Many post-purchase questions sound repetitive, but answering them correctly depends on the customer's actual order, shipment, subscription or return eligibility.
Holidays, launches and seasonal products multiply ticket volume for a few months, and hiring for the peak is slow to set up and hard to undo once volume drops.
Where is my order, how do I return this, can I change my address. Answering them by hand takes agent time away from the cases that need judgment.
A reply about shipping or a refund is only useful when it reflects the customer's actual order, tracking and subscription.
Help desk triggers can answer a first question and then stop. At Velotric, a trigger for test-ride questions worked until the customer asked a follow-up, and the ticket had to be reopened and assigned by hand.
Brands whose products need explaining, such as e-bikes, auto parts or performance hardware, where tickets mix order questions with product and troubleshooting questions. Velotric, Rennline and Cobb Tuning are examples. Pluno runs inside Zendesk, Intercom, Salesforce Service Cloud, HubSpot and Jira Service Management, and connects to Shopify for order data and actions.
Each workflow runs inside your help desk and uses the order data in your store.
Step 1
Step 2
Step 3
Yes
Replies, or changes the order in Shopify where your rules allow it
No
Hands the ticket to your team with the order details and conversation summarized
Pluno looks up the customer's order and tracking in Shopify before it replies, and keeps the conversation going through follow-up questions. It can also call your own systems, such as an order management or warehouse API, mid-conversation. When tracking shows a delay, it can message the customer before they ask.
At Velotric, Deflection AI answers simple questions in about 10 seconds.
Product Agent sits inside your store as a shopping assistant. Shoppers ask it questions while they browse, and it researches products for them, recommends what fits and takes actions such as adding items to the cart, so questions turn into orders instead of tickets.
Pluno can refund, cancel or edit orders, update shipping addresses and send replacements in Shopify. It carries these out on its own wherever your AI Workflow rules allow it, and hands anything that needs a business decision to your team with the context already gathered.
Customers can skip, pause, swap or cancel a subscription in the conversation. Pluno makes the change through subscription apps such as Recharge or Skio, following the same rules you set for orders.
Shoppers who are still deciding get answers about products, sizing, compatibility and delivery in your website chat, drawn from your product information and help center.
Velotric runs Deflection AI on website chat for riders choosing an e-bike.
For warranty claims, damage reports and other cases that need a person, AI Copilot drafts a reply with references to the right help center article and product information, so agents stop searching.
Velotric agents went from about 20 minutes to under 5 on a Copilot-assisted ticket.
Because Pluno resolves the repetitive share of tickets on its own, the same team can absorb a seasonal spike and keep its focus on complex cases.
At Velotric, Deflection AI handles 58% of the tickets routed to it, through a season of around 10,000 tickets a month.
When a call recording is attached to a ticket, Pluno transcribes it and posts a structured summary as an internal note: who called, the issue, the resolution and next steps, from a template you can customize. AI Tagging then runs again on the summary, so the ticket's fields reflect what was said on the phone.
Quality Assurance scores every resolved ticket against your own criteria, usually within 30 seconds of resolution, and can check agents' answers against your knowledge base. Each evaluation includes a confidence score, and results appear as per-agent scorecards in the ticket sidebar and a team dashboard. No sampling.
BLUETTI has run 160,000+ QA evaluations with Pluno, against up to 45 criteria.
Typical tickets, step by step: one Pluno resolves in your help desk, one it hands to a person and one Product Agent handles before it becomes a ticket.
Customer
Hi, I just ordered a helmet and realized it's going to my old apartment. Can you send it to 22 Elm Street, Apt 4B instead? Order #48213.
What Pluno does
Pluno's reply
Done. Order #48213 will now ship to 22 Elm Street, Apt 4B. You'll get the tracking link by email as soon as it leaves our warehouse.
Outcome: Resolved by Deflection AI within your rules. The change is recorded on the order.
Customer
I bought the trail bike rack 41 days ago and it doesn't fit my car after all. I'd like a full refund, please.
What Pluno does
Outcome: Handed to your team with the context gathered. No refund is issued without a person deciding.
Store chat
Customer
I'm 5'2" and want to commute about 15 miles a day. Which of your bikes would fit me?
What Pluno does
Pluno's reply
The City Step-Through in size small is the best fit: it's built for riders from 4'11" to 5'5" and its range covers a 15-mile commute with plenty to spare. I've added it to your cart.
Outcome: Handled by Product Agent inside the store, from question to cart.
The support tasks e-commerce teams hand to Pluno most often, and the module that covers each one.
| Support task | How Pluno handles it | Module |
|---|---|---|
| Where is my order | Looks up the order and tracking in Shopify and replies with the current status | Deflection AI |
| Delivery delays | Messages the customer when tracking shows a delay | Deflection AI |
| Refunds, cancellations and order edits | Carries them out in Shopify where your rules allow it, and escalates the rest | Deflection AI |
| Address changes and replacements | Updates the shipping address or sends a replacement in Shopify, within your rules | Deflection AI |
| Subscription changes | Skips, pauses, swaps or cancels through subscription apps such as Recharge or Skio | Deflection AI |
| Product and pre-sale questions | Answers in website chat from your product information and help center | Deflection AI |
| Shoppers comparing products | Recommends what fits inside your store and adds it to the cart | Product Agent |
| Warranty and damage claims | Drafts a reply with references for the agent handling the case | AI Copilot |
| Ticket fields and tags | Sets tags and fields using the ticket and the customer's Shopify context | AI Tagging |
| Customer calls | Transcribes the recording and posts a structured summary to the ticket | Call summaries |
| Quality review | Scores every conversation against your own rubric, with no sampling | Quality Assurance |
Pluno connects to the tools e-commerce support teams already use.
Pluno runs as a native app in Zendesk, Intercom, Salesforce Service Cloud, HubSpot and Jira Service Management. No new inbox and no ticket migration.
Escalates to
Learns from
Shopify
Order lookups, refunds, cancellations and address changes within your rules
Subscription apps such as Recharge or Skio
Skips, pauses, swaps and cancellations
Your help center and product information
Product, sizing and policy answers
Product Agent in your store
A shopping assistant that recommends products and adds them to the cart
Everything Pluno can't resolve within your rules and its evidence reaches a person, with the research already done.
The same safeguards apply to every team that uses Pluno.
Processed in Europe
All data processing happens in Europe.
No training on your data
Models run on Microsoft Azure. Model providers never access your data, and no models are trained on it.
SOC 2 Type 2
Pluno is SOC 2 Type 2 certified.
GDPR compliant
Fully GDPR compliant, with a data processing agreement for business customers.
Read the data processing agreement and privacy policy.
LinkedIn post
COBB Tuning is expanding with Pluno, now with Deflection AI in production
Answer Copilot has surfaced AI-generated response suggestions across more than 17K support tickets, and Quality Assurance has run more than 12K quality checks.
COBB Tuning sells performance tuning devices and parts, and runs AI Copilot, Deflection AI and Quality Assurance.
COBB Tuning
View on LinkedIn →
LinkedIn post
BLUETTI has run 160,000+ QA evaluations with Pluno
Since May, Pluno has scored BLUETTI's support conversations against up to 45 criteria. Reviewing that volume by hand would have taken more than 13,300 hours.
BLUETTI sells portable power stations and home energy storage.
Bluetti
View on LinkedIn →
More e-commerce teams using Pluno
Yes. Pluno can refund, cancel or edit orders, update shipping addresses and send replacements in Shopify. It does this on its own wherever your AI Workflow rules allow it. Anything that needs a business decision goes to your team, with the order details and conversation already summarized.
Yes. Pluno can skip, pause, swap or cancel subscriptions through subscription apps such as Recharge or Skio, following the rules you set.
Pluno replies to customers in under a minute, around the clock, and resolves repetitive order and product questions on its own. Your team keeps its time for the cases that need a person, so a seasonal spike needs far fewer extra hands.
Yes. Pluno answers questions from shoppers who are still deciding, in your website chat, using your product information and help center. Velotric uses it this way for riders choosing an e-bike.
Yes. Product Agent works inside your store as a shopping assistant. Shoppers ask it questions while they browse, and it researches products for them, recommends what fits and adds items to the cart. Pre-sale questions that reach your help desk chat are answered by Deflection AI.
Pluno cross-checks your past tickets, help center and connected tools before it replies, and favors the latest successful resolutions. When the evidence is thin, outdated or contradictory, or a business decision is needed, it escalates to your team with a research summary instead of answering. You can see how it would answer your own tickets in a free simulation before going live.
A resolution is a ticket Pluno resolves with no person involved. Escalations never count. A ticket is marked resolved 72 hours after Pluno's last reply if the customer doesn't respond again. Every AI-resolved ticket is tagged in your help desk, and the full list can be exported for any period.
Pluno works inside Zendesk, Intercom, Salesforce Service Cloud, HubSpot and Jira Service Management. It runs as a native app in your help desk, so there is no new inbox, no ticket migration and no change to how your team works.
Yes. Pluno runs your 50 most recent tickets through the AI and shows, side by side, how it would have answered each one. You see the quality of its answers, any gaps in its knowledge and when it would hand off, all before anything goes live. The simulation is free.
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Pluno runs your 50 most recent tickets and shows, side by side, how it would have answered each one. Free, with no commitment.