Refund, cancel and add tracking without leaving the thread
Attach the order a customer is writing about, then act on it from the order panel beside the conversation.
Most support questions are about an order. Ferry Desk keeps that order beside the conversation, so your team can see what was bought, how it was paid and where it is, then fix the problem in place.
- Attach an order to any conversation. It shows in the inbox list and on board cards too.
- Refund the attached order with a note for your records.
- Cancel an order that has not shipped yet.
- Add tracking information when a shipment needs it.
- Order details stay private. Automatic replies never share order details with visitors who are not signed in.
More of Ferry Desk
- Email and chat in one shared inboxEvery customer email and storefront chat becomes a conversation your whole team can see, assign and resolve from the Shopify admin.
- Every conversation becomes a task on one boardSwitch the inbox to a board and see all support work in one screen, from new to done, with who owns each conversation and how long the customer has waited.
- Live chat that looks like your storeAdd a chat bubble to your Online Store theme with an app embed, styled from the theme editor with no code.
- Answer common questions the moment they arriveDescribe the questions customers ask most and write your answer once. The assistant recognizes them in context and replies right away, using the customer's real order details.
- Saved replies, suggested at the right momentKeep your best answers as saved replies with customer and order variables, and let Ferry Desk suggest the right one as each new message comes in.
- Reply time SLAs your team can see at a glanceSet how long a customer can wait before a conversation needs attention, is in danger or is critical. Waiting times change color across the inbox and board as each threshold passes.
- Drafts, priorities and answers that read the roomOptional AI help that drafts replies in your tones, flags urgent messages and suggests tags, while your team stays in control.
- Support customers in their languageFerry Desk detects the language of each customer message and translates it into the language your team works in.
- Stay on top of support from anywhere in ShopifyNotifications for mentions, assignments and watched conversations, and a Sidekick that can search and report on your inbox.