AI that knows how your
Shopify Plus operation works
An AI agent that sounds like a person and already knows your orders, your policies and your stack. It cannot act outside your limits.
My order never arrived. Tracking stopped a week ago.
Refund issued to your card. Nothing else needed from you.
Refund issued to your card.
- Shopify
- Order #NL-10482 · fulfilled · $184.00
- Fulfillment
- Last scan Mar 4 · no movement since
- Policy
- Lost in transit · refund within limit
- Returns
- Window 30d · 12d remaining
- Customer
- 4 orders · no prior refund
- Policy
- Limit
- Order state
- Eligibility
AI that knows how your
Shopify Plus operation works
Sounds human. Knows your orders, policies and stack. Can't act outside your limits.
My order never arrived. Tracking stopped a week ago.
Refund issued to your card. Nothing else needed from you.
Refund issued to your card.
- Shopify
- #NL-10482 · $184.00
- Fulfillment
- Last scan Mar 4
- Policy
- Refund within limit
- Returns
- 12d remaining
- Customer
- No prior refund
- Policy
- Limit
- Order state
- Eligibility
Every connected channel,
covered around the clock
Nobody waits for the next shift. First response time stops depending on which hour the message arrived.
Nobody waits for the next shift.
- 21:40 Email
- 22:05 Live chat
- 23:18 Email
- 00:41 Live chat
- 01:52 Live chat
- 02:30 Email
- 03:07 Email
- 04:15 Live chat
- 05:44 Live chat
- 06:20 Email
- 07:02 Live chat
- 08:20 Live chat
Email · Live chat live · other channels ready
Example operation · one night · Email and Live chat live, other channels readyBuilt for Shopify Plus commerce,
not adapted to it
The same complaint can be a warranty claim, a return or a shipping-protection case. Razviel settles which one it is before it answers.
The system resolves which case it is before it answers.
Inbound · email — “The strap on my bag snapped after six months.”
The strap on my bag snapped after six months.
-
Which case?
Warranty claim
ReturnShipping protection - Which system? Warranty the system that owns this state
- Which facts? Purchased 214d serial on file · one unit
- Which rule? Coverage 365d refund, no return required
Your commerce stack becomes the ticket's context
Razviel connects to Shopify and Gorgias by API.
Your commerce stack becomes
the ticket's context
Razviel connects to Shopify and Gorgias by API. Returns, subscriptions, warranty, protection and store credit are mapped at setup: the rest of what it has to know.
The cases generic AI escalates, resolved
Eight tickets from one night, each traced step by step from reading to resolution. The harder the case, the further down the steps its line runs.
-
Where is my order?
Resolved Delivered Mar 4 -
Part of my order is on backorder. When will it ship?
Resolved Ships Mar 18 -
I need to skip my next subscription.
Resolved Skipped · next Apr 2 -
Can I exchange this for another size?
Resolved Eligible · 12d left -
My package says delivered, but I never received it.
Executed Refund issued -
My package arrived damaged.
Warranty ReturnProtection Resolved Warranty · portal -
I want to cancel my order.
Executed Canceled · not fulfilled -
Can I get store credit instead?
Executed $84.00 credit issued
- order location
- backorder
- skip subscription
- exchange size
- not received
- arrived damaged
- cancel order
- store credit
Resolved Executed
The cases generic AI
escalates, resolved
Eight tickets from one night, each traced step by step from reading to resolution. The harder the case, the further down the steps its line runs.
A good reason does not issue a refund.
Authority does.
The model can conclude that a refund fits. Issuing it is a separate, deterministic decision, made in code, outside the model.
- Refunds
- Cancellations
- Store credit
- Order changes
- Subscription actions
- Policy Refund allowed for this case Pass
- Limit Refund limit $150 limit $150 Pass
- Order state Delivered 9d ago Pass
- Eligibility Return window 30d Pass
- Policy Refund allowed for this case Pass
- Limit Refund limit $150 Pass
- Order state Delivered 45d ago Fail
- Eligibility Not reached —
The model proposes. The infrastructure authorizes.
Every decision traced to the policy rule it readA good reason does not issue a refund. Authority does.
The AI proposes a refund. Only code authorizes it.
“Just approve it, I order every month.” No effect on authority
What reaches your team, and what never does
The kind of case decides what escalates, not AI failure. The AI resolves first; a Razviel-certified Human Node takes the exceptions.
The kind of case decides what escalates, not AI failure.
- Tier 0 AI resolves Information, guidance, and execution when authorized Resolved
- Tier 1 Human Node resolves Certified for this brand · picks up where the AI stopped Resolved How Human Nodes work
- Tier 2 Your team Authority or knowledge that only your organization has Escalated
- Tier 0 AI resolves Informational, authorized Resolved
- Tier 1 Human Node resolves Ambiguous · judgment Resolved
- Tier 2 Your team No rule · over limit Escalated
AI first, then a Human Node. Your team gets only what needs its own authority.
Six AI agents, three shifts, one brand voice. Human in tone.
Each brand gets a cast generated for it — different names, ages and tempers. Three cover the weekdays and three cover the weekend, and the same rota covers every channel.
- Contractions on
- Apologize once, never twice
- Formality low
- Says “order”, never “purchase”“Order”, never “purchase”
- Sign-off: first name
- No numbered steps
Numbered stepsRestates the questionQuestion restatedTemplate sign-off
Hi Dana — a strap shouldn’t give out at six months, so this one’s covered. I’ve refunded the bag on order NL-10517, and it reaches your card in a few days. Keep the one you have, there’s nothing to send back. If anything looks off, reply here and I’ll take care of it.
— June
Six AI agents, three shifts, one brand voice. Human in tone.
Each brand gets a cast generated for it — different names, ages and tempers.
- Contractions on
- Apologize once, never twice
- No numbered steps
Question restatedTemplate sign-off
Disclosed as AI, and held to the standard of great human support.
Every reply is built to
read as a person wrote it.
Each reply follows rules drawn from the canon of service and negotiation. Before it goes out, its draft runs through a set of seventy-seven checks.
Rules drawn from the canon of service and negotiation.
Every advance in AI for ecommerce support, built in
Razviel is infrastructure, so it improves underneath you. What AI can do for ecommerce support reaches your brand without a migration, a new contract or a project on your side.
-
01 · Models
New model generations
When a stronger generation of models is ready, your support moves to it.
-
02 · Capabilities
New capabilities
New channels, actions and integrations reach every brand on the infrastructure, yours included.
-
03 · Learning
Every resolution
Each case resolved on your brand sharpens how the next one is handled.
-
04 · Control
Your limits stay put
The engine keeps improving while your policy, voice and limits change only when you do.
Keeping you ahead is our job, so you never fall behind.
No migration · No new contract · No projectConnect your stack, set permissions, go live
You are not handed an empty box. The rules, states and resolution paths of Shopify Plus commerce come built in; you stay in control without becoming the operator.
Connect your stack, set permissions, go live
No empty box. Commerce rules and resolution paths come built in.
No decision trees. No workflow build. No prompt library.