The best-performing AI Agent for Retail support

Fin is the AI Agent that handles customer service for retail brands. It resolves customer queries across every channel, from order tracking, returns, and exchanges to product and availability questions, completing tasks end to end or handing off to your team when needed. Fin connects to your commerce systems to answer with live order and inventory context, and it works alongside Intercom or any helpdesk you already use.

Fin resolves the high-volume queries that fill retail support queues. The most common use cases include:

Order tracking and status - Through integrations like Shopify and your order management system, Fin provides order status, items purchased, shipping address, and tracking information, handling questions like "Where is my order?" or "Has my order shipped?"

Returns and exchanges - Fin checks return eligibility against your policy, starts returns or exchanges, and issues refunds or store credit. Edge cases get escalated to your team.

Order changes and cancellations - Fin verifies order details, updates delivery addresses, and processes cancellations when possible. Orders already in transit are escalated appropriately.

Product and availability questions - Fin pulls live stock availability and product details to answer pre-purchase and post-purchase questions across online and in-store inventory.

Fin tailors every response to the customer's order status, and your team can act on refunds or delivery requests without leaving the inbox.

Yes. Fin works across every digital channel your shoppers use, including chat, email, social, and phone, and speaks 45+ languages, so you can deliver consistent support online and around the clock. Fin connects to your commerce systems to pull live data like order history, order status, and stock availability, so it can answer questions about both online orders and in-store inventory. Every answer reflects your knowledge, tone, and policies, keeping the experience on-brand across channels.

Fin manages the full returns journey. It verifies order and customer details, checks return and exchange eligibility against your policy, and processes returns, exchanges, or refunds automatically. Where a request needs a human, like a damaged item claim or an out-of-policy exception, Fin escalates it to your team with full context. Because Fin follows the rules you set, every resolution stays consistent with your retail policies.

Retailers keep Fin on-brand through several control layers:

Tone of voice - Choose Fin's personality and answer length, from concise to thorough. These settings apply across every language you support.

Custom instructions - Coach Fin on how to answer, enforcing your support policies and communication style, including specific vocabulary, follow-up rules, and handover and escalation rules.

Content targeting - Target content based on a customer's plan, location, brand, and more, so Fin only gives relevant answers to the right shoppers.

These controls work across chat, email, and phone, so every interaction reflects your brand.

Retail and ecommerce brands using Fin regularly achieve resolution rates between 70% and 84%, with brands like WHOOP reaching 84%. Fin provides a performance dashboard after launch that tracks automation rate and customer experience scores, so you can monitor impact and optimize over time. Resolution rates typically start strong and improve month over month as Fin learns from your content and conversations. To see how top performers compare across industries, explore the Fin resolution rate benchmarks.

Fin works with your existing retail stack.

Shopify - Install the Shopify app and ready-to-use data connector templates appear, handling common queries like order status, tracking, and shipping details. You can also connect to a Shopify store's catalog, cart, and policies.

Other platforms and custom systems - Build no-code integrations with data connectors to reach any system that has an API, whether it's your order management system, helpdesk, or an internal backend tool. Data connectors can convert XML responses to JSON, expanding the systems you can connect.

Fin works with any helpdesk and across every channel, so it fits the tools your team already uses.

Fin can go live in minutes for Shopify stores, with catalog, inventory, and order data syncing automatically with no manual configuration. You connect your store, choose which content Fin can access, set rules for escalation and communication style, then test responses with real customer questions in the preview panel before deploying. For non-Shopify platforms, connect any system with an API using no-code data connectors. Brands like WHOOP have deployed Fin in under six weeks.

Fin scales automatically with no volume caps, handling product questions, order status checks, and support requests simultaneously across every channel during peak events like Black Friday and the holiday season. The platform runs on enterprise-grade infrastructure with 99.97% uptime and real-time elastic scaling, so response times stay consistent no matter how high traffic climbs. That means shoppers get instant answers during your busiest moments, without adding seasonal headcount.

Fin follows the handover and escalation rules you define. When a query falls outside policy, needs judgment, or a customer asks for a person, Fin hands the conversation to your team with the full context already gathered, so the customer never has to repeat themselves. You control exactly when these handoffs happen through the escalation rules you set, and you can adjust them at any time.