The complex cases, a return gone wrong, a charge after a pause, are where hard-won customers decide whether to stay, and where the answer is scattered across five systems. Handsom investigates each one first and hands your team a sourced brief, so they answer fast and right at the moment that matters most.
Built for Shopify brands that ship physical products.
One hard ticket. One customer, kept or lost.
A customer writes in: their order arrived damaged. Before your team can reply, the answer is scattered across five tabs, Shopify for the order, the helpdesk for the history, Klaviyo for the customer, the carrier for the tracking, the policy doc for the rule. Piece it together, then start the answer. Every complex ticket, every day.
So your team is slowest, and most likely to slip, on exactly the tickets that decide whether a customer comes back. That is the hard half of the queue. It is also where the revenue leaks.
Behind your team. Not in front of your customers.
Your support bot out front handles the simple, repetitive questions. Keep it. But it was never built to close the hard half you just saw.
Even the best bot clears only ~60%
40%
is the complex, revenue-affecting tickets that still land on your team: your slowest minutes, your costliest to get wrong, and the moment a customer decides whether to stay.
Handsom is the AI layer for that hard half, behind your team. It investigates each case before the ticket is opened and hands your rep the brief: the evidence gathered, the recommendation made, every claim linked to its source. They write the reply and send in a fraction of the time. Your team spends its day on judgment, not tab hunting. And because the same investigation runs on every ticket, your newest rep opens the case with your best rep's depth. Your customers get a fast answer from a person. The orders you could have saved, you save.
The same ticket, already solved.
Here's what your team opens instead of a blank case.
Different agents for different jobs.
Same motion every time: read your live systems, weigh the evidence, recommend an action for your team to approve.
Agent 01 / 04
Support Assist
Handles recovery tickets as they arrive: damaged items, missing packages, refunds, and replacements.
- Joins the support ticket and gathers order, profile, fulfilment, and tracking evidence
- Links important claims back to the order, ticket, profile, tracking event, or policy
- Prepares the refund, replacement, return, or customer-save action for approval
Support Assist
Ticket workspace
Hi, I sent my order back about two weeks ago and I still haven't had my refund. Can you check what's happening with it?
Gorgias
Shopify
Loop
Shippo- Gorgias + Shopify — Nadia's order was delivered, and she opened a return on it 12 days ago, so on the surface this is a straightforward refund.
- Loop · return — The return still shows as initiated, and the shipping label has never been scanned.
- Shippo — No first carrier scan, so the item hasn't been dropped off or received yet.
Recommended action
- Nadia is chasing a refund on a return she opened 12 days ago, and her original order was delivered, so it looks like a simple refund at first glance.
- It isn't. Loop still shows the return as only initiated and the label has never been scanned, so the item has not been sent back or received.
- Refunding now would refund a product you don't have yet.
- Recommend holding the refund, re-sending the return label, and nudging Nadia to drop the parcel.
- Ready on approval: re-send the label and post a status note for your team. No refund issued yet.
No rebuild. It runs on the stack you already have.
Handsom plugs into your Shopify, your helpdesk and your subscription tools exactly as they are. Nothing to rip out, nothing to re-platform. Connect once, and it reads across your whole stack, then writes the brief back into the helpdesk your team already uses.
ShopifyGorgias
Zendesk
Intercom
Klaviyo
Recharge
Skio
Loop SubscriptionsShippo
AfterShip
RedoLoop
Swap
PostCo
LoyaltyLionMore added regularly. Custom integrations on request.
Your team owns every reply.
Handsom investigates and recommends. Your team approves every action and stays the only voice your customer hears.
01
Shows its work
Every recommendation carries the evidence behind it, each claim linked to its source: the order, the ticket, the profile, the carrier scan. You see exactly why before you approve, not a black box to trust on faith.
02
Approval before change
Refunds, replacements, and profile updates all wait for your approval. Nothing changes in your systems until you say so.
03
The reply stays yours
Handsom never speaks to your customer. The conversation, the final call, and the brand voice stay with your team.
Questions worth asking.
Install Handsom on the systems you already run.
Recovery tickets investigated before your team opens them. Flagged orders triaged before your ops queue grows. If it doesn't work, you're back to the workflow you had last week.
100 cases to get you started, completely free.
Or book a call.
Bring a recent ticket. We'll walk through how Handsom would investigate it.