A Day on the Demo Store

08:12 · “Where is my order?”

The first question is always this one. The agent looks the order up in Shopify and replies with status, tracking number, carrier and the delivery window the store holds. Nobody on the team is involved.

09:40 · “Do you have it in brown, size M?”

Size, colour and material are checked against inventory at the moment of asking. “Medium” and “M” are the same size. In stock gets a link; out of stock gets an in-stock alternative.

11:05 · “Does it run small?”

A fit question is not a stock question. The agent uses the size reply the merchant wrote, or points to the size chart on the product page. It does not invent a centimetre.

13:30 · “I’d like to return it.”

The agent checks the order has shipped and the delivery date is inside the return window, then raises the request. The customer is told the team will confirm by email. Nothing changes in Shopify.

14:15 · “Wrong address!”

The one action that does not wait for the team, because no money moves: the order is unshipped, the agent shows the current address, the customer confirms the new one, and Shopify is updated. Shipped orders go to the team instead.

16:50 · A customer writes in Japanese

The demo store’s policies are written in English. The customer asks in Japanese and gets the answer in Japanese. If it is later handed over, the Inbox shows the original and the translation side by side.

17:20 · An email arrives

Email always goes through a person. The agent writes a draft carrying the order status and the policy wording; the team presses send.

18:00 · What the team sees in the Inbox

By the end of the day only one thing needed a person: the return request. It sits as a card with the order, the customer’s reason and photos; one click approves it, the customer is emailed automatically, and the refund is done in Shopify. The address change is already done; every other conversation the agent handled alone, and all of them are one “View →” away on the dashboard.