Post-purchase support that earns the next order.
Symphia gives retailers an agent that tracks orders, handles returns, answers product and sizing questions, and turns every support moment into a reason to come back.
Use cases
Own the moment after checkout
The questions and requests that flood support after a purchase — answered instantly, resolved on the spot, and turned into loyalty.
Order tracking & status
"Where's my order?" The agent pulls the live shipment, gives a real delivery estimate, and proactively flags delays before the customer has to ask twice.
Returns & exchanges
Starts a return or exchange in seconds — checks eligibility, generates the label, and offers a faster exchange when the size or color is the real problem.
Sizing & fit guidance
Asks the right questions and recommends a size from the product's fit data and the shopper's history, cutting the returns that start as guesswork.
Product questions
Answers materials, compatibility, care, and stock questions grounded in your catalog, and suggests alternatives when an item is out of stock.
Promotions & price match
Applies eligible promo codes, explains why one didn't work, and handles price-adjustment requests within the rules you've set.
Post-purchase support
Edits a shipping address before dispatch, reorders a favorite, and resolves damaged or missing-item claims with a fast, on-policy fix.
Commerce-connected
Wired into OMS, your catalog, and fulfillment
Great retail support is grounded in real order and inventory state. Symphia connects to your order management, catalog, and carrier systems as scoped tools, so it answers from the truth and takes action that actually sticks.
- Reads live order and shipment status from your OMS and carriers
- Grounds product answers in your real catalog and stock levels
- Starts returns, exchanges, and reorders within your policies
- Hands off VIP or sensitive cases with the full order history
- Order management linked
- Catalog & inventory live
- Carrier tracking linked
- Return policy enforced
Frequently asked questions
Can it process a return or exchange end to end?+
Yes. It checks eligibility, creates the return or exchange in your OMS, and emails the label — all gated by journeys so it stays inside your return windows and policies.
How does it handle 'where is my order' questions?+
It reads live shipment status from your carrier and OMS, gives an accurate delivery estimate, and can proactively flag delays instead of waiting to be asked.
Are product answers accurate?+
They're grounded in your real catalog — materials, compatibility, care, and stock — so the agent never invents specs and suggests alternatives when something's out of stock.
What about peak-season volume?+
The agent scales to handle surges across chat and voice, self-serving the bulk of contacts so your team focuses on the cases that truly need a person.