The AI operations layer
for your online store.
Put a team of agents on yoursupport inbox.
Rach.Dev runs support, order assistance, returns and refunds, fraud screening, cart recovery and a live Fraud/Cart Sentinel across the systems you already use — with a human in the loop on every refund, chargeback and high-risk order, and a full audit trail on every action.
What an agent team takes off your store
Most of an online store's load isn't strategy — it's answering the same order questions, processing returns, screening risky orders and chasing carts that almost converted. Here's where agents own the busywork, mapped to how your store actually runs.
Support Front Door
Every pre- and post-purchase question answered — 24/7, in English or Spanish, on chat and SMS.
- Multi-channel intake (web chat, SMS, WhatsApp, email)
- Order lookup & customer history linked instantly
- Clear AI disclosure on first contact, every time
Order & Shipping
Where is my order? answered from live tracking — and delays flagged before the customer asks.
- Real-time status from your 3PL / ShipStation
- Address edits & holds staged for the warehouse
- Carrier-delay and stockout alerts surfaced early
Returns & Refunds
Self-serve returns the customer finishes in one chat — refunds wait for a human to approve.
- Eligibility checked against your return policy
- Prepaid label generated; RMA opened automatically
- Refund drafted and staged for human sign-off
Fraud & Risk Screen
Every order scored for risk — suspicious ones held and escalated, never auto-refunded.
- Velocity, mismatch & chargeback-risk signals scored
- High-risk orders held for manual review
- Card data never stored — processor handles PCI scope
Conversion & Cart Recovery
The lost revenue almost everyone leaves on the table — re-engaged on autopilot.
- Abandoned-cart nudges via Klaviyo, SMS and email
- Sizing, comparison & in-stock answers pre-purchase
- Back-in-stock and price-drop alerts to the right shopper
Reviews & Loyalty
Post-purchase follow-up, review requests and the loyalty nudges your team never sends.
- Timed review requests after delivery
- Sentiment triage on incoming reviews
- Loyalty and win-back offers to lapsed customers
Catalog & Merchandising
Listing hygiene, enrichment and the merchandising chores no one wants to do.
- Product-description drafts & spec enrichment
- Duplicate / out-of-sync listing detection
- Inventory-sync checks across channels
Knowledge Layer
A role-aware assistant grounded only in your policies, catalog and order data.
- Answers shoppers, support and ops from approved sources
- Every answer cites its source
- Hard guardrails — never legal or payment-dispute advice
Watch the team run an order
Pick a case and press play. Watch the agent team run it end to end — a human approves every refund and every high-risk order.
Press Run the journey — or scroll in and watch it play automatically. Every clinical action waits for a clinician.
Seven specialists, one conductor
Each agent owns one job and hands the next a complete, structured context. Atlas routes the work, enforces the human-in-the-loop gates on refunds and risk, and writes every action to an audit log.
Atlas is the orchestrator. It routes each contact and order to the right specialist, carries shared customer and order context between them, pauses for human approval on every refund and high-risk order, and records a complete, timestamped audit trail.
Click Ava below — the full support-to-fulfillment workflow plays out automatically.
Order & risk triage. Matches the contact to the right order, checks return eligibility against policy, scores the order for risk, and escalates anything suspicious straight to the risk lead.
Returns & case drafter. Logs the reason, drafts the RMA, exchange and refund options, generates the prepaid label, and writes a clean case note — leaving a human to approve, not type.
Draft only. The refund is issued solely after a human approves.
Fulfillment coordination. Pushes approved refunds to the processor, opens RMAs in the 3PL, stages address edits and holds, and keeps customers updated with tracking and reminders.
Payments & fraud screen. Scores every order for chargeback and fraud risk, checks refund value against policy, and never touches a raw card number — the processor keeps card data in PCI scope.
Card numbers are never stored. PCI scope stays with your payment processor.
The role-aware knowledge assistant. Answers shoppers, support and ops from your policies, catalog and order data only — every answer cited, and never legal or payment-dispute advice.
Iris informs. It never gives legal advice, disputes a charge, or issues a refund.
The Fraud / Cart Sentinel. Always on, reading the live order, payment and inventory stream for every store — catching fraudulent orders, abandoned carts, stockouts and shipping delays before they cost a customer or a chargeback, and staging the response for the team.
Hope is advisory. It alerts and stages — a person decides and acts. Every alert is logged with the signal that triggered it.
Ava captures patient intake by voice, then hands a structured summary to 6 downstream agents — triage, documentation, coordination, billing, knowledge and ICU monitoring — each acting on the shared context, with Atlas orchestrating and a clinician approving every clinical action.
Ava starts the workflow.One layer over the systems you already run
Rach.Dev sits on top of your storefront, payment processor and 3PL — orchestrating agents, enforcing governance, and keeping a human in the loop on refunds and risk. No rip-and-replace.
Every refund, store credit, chargeback response and high-risk order pauses for a person to approve. Agents draft and stage; people decide.
PCI-aware design with card data kept in the processor's scope, configurable GDPR / CCPA retention, AI disclosure on every chat, and a complete, timestamped audit trail.
Atlas routes each contact and order to the right specialist, carries shared customer context between agents, and coordinates hand-offs end to end.
Bidirectional connectors to your storefront, payment processor, 3PL and marketing stack over the APIs and webhooks your systems already speak.
A knowledge layer that knows its limits
Iris answers shoppers, support and ops from your policies, catalog and order data only. Every answer is cited — and anything legal or a payment dispute is always handed to a human, never advised.
Try a question
Hi, I'm an AI assistant for the store. Ask me about orders, shipping, returns or sizing — I'll always cite my source.
A knowledge layer that knows its limits — questions and answers
- Where is my order #SF-21755?
- Your order shipped 3 days ago and is in transit, with a current ETA of Thursday, June 11. The carrier logged a brief delay in transit, which is why it's running a day behind the original estimate. You can follow it live with the tracking link I just sent, and I'll text you on the delivery day.
- ¿Puedo devolver este artículo y cuándo recibo mi reembolso?
- Sí. Su artículo está dentro de la ventana de devolución de 30 días, así que puedo generarle una etiqueta prepagada ahora mismo. Una vez que el almacén reciba la devolución, el reembolso se procesa a su método de pago original en 3 a 5 días hábiles, después de la aprobación de un agente. ¿Prefiere un reembolso o un cambio de talla?
- The charge looks wrong — should I dispute it with my bank?
- I can't advise you on disputing a charge — that's a payment matter for a person, not an AI. I've pulled up your order and billing details and routed your question to our support team, who will review the charge with you directly and can issue a correction or refund if one is owed. Please hold off on a chargeback until they reach out so we can resolve it faster for you.
Governance, not just guardrails
The controls that let an online store actually deploy agents — enforced in the system, not promised on a slide.
Live audit log
A sample of what every action looks like on the record.
What changes when agents own the busywork
Directional outcomes our pilots target — validated on your own data, never assumed.
The problem, in numbers
- Roughly 70% of online shopping carts are abandoned on average, leaving a large share of high-intent revenue on the table for recovery. — Baymard Institute, Cart Abandonment Rate (averaged across 50 studies)
- eCommerce merchant losses to online payment fraud exceeded about $48 billion globally in 2023, up from roughly $41 billion the year before. — Juniper Research, 2022 (eCommerce online payment fraud forecast)
- About 17.6% of merchandise purchased online was returned in 2023 — a markedly higher return rate than in-store. — NRF & Appriss Retail, 2023 Consumer Returns in the Retail Industry
Figures above are external benchmarks and pilot targets, not guarantees — we validate every number on your own data before you rely on it. Monitoring agents are advisory: they alert and stage, a person acts.
Start with one workflow. Prove it. Then scale.
We stand up a single workflow on your existing storefront and 3PL, show the audit trail and the outcomes, and expand only once your team trusts it.
Pick the highest-pain workflow — support, returns, fraud screening or cart recovery — and we map it to your stack.
Agents run on your storefront, processor and 3PL with a human in the loop and a full audit trail, in weeks not quarters.
Review the outcomes on your own data, then roll the agent team out workflow by workflow and channel by channel.