The complete customer service flow
FlowToo accompanies every customer – from the first inquiry to the final payout. See how the flow works.
90%
automated
< 5min
response time
40%
fewer returns
150+
partners
Your shop. Your tools. Directly connected.
FlowToo connects deeply with Shopify, Klaviyo and your carrier accounts – set up once, then everything runs automatically.
Shopify deep integration
OAuth connection to your shop: orders, tracking, payment status, fulfillment – all visible live in the ticket, without tab switching.
Klaviyo integration
FlowToo sends events directly to Klaviyo: return registered, offer accepted, refund paid – for segmentation and flows.
DHL & Hermes connection
Customer selects DHL or Hermes during return registration and is redirected directly to the respective carrier page, where they complete the return independently. No media break, no confusion.
No ticket goes unanswered
As soon as a customer writes, FlowToo takes over. The AI reads, understands and responds – in seconds, around the clock.
AI automation
Up to 90% of all tickets answered fully automatically – categorization, sentiment, context. Active 24/7.
Custom AI training
Your own documents, prompts and brand language – the AI sounds like you, not like a bot.
Multi-channel inbox
Email and more channels – all in one place with team roles and assignment.
Tracking requests? Answered by themselves.
FlowToo queries the live status of the customer order via 17Track and responds automatically with the current package location.
17Track integration (WISMO)
Customer orders queried live via 17Track API – over 2000 carriers worldwide. Automatic response with package status and location.
Status-based email templates
For each tracking status (InTransit, Delivered, Exception, Returned...) your own email template – fully configurable.
Automatic WISMO response
Customer asks about package → FlowToo checks 17Track → response with current status sent. No human needed.
Ask first, then retention – every return is a second chance
Before FlowToo accepts a return, it clarifies missing info, offers staggered deals on your behalf and fights for the purchase.
Reason email
No reason given? FlowToo asks automatically – the flow waits for the response.
Defect inquiry email
Defect report? FlowToo gets structured details before a human intervenes.
Bundle clarification
Multi-product order? Automatic clarification of which product to return.
Intelligent offer sequence
Customer reports return: FlowToo automatically starts with your own texts & discounts. Up to 5 levels possible. Not accepted? Next level. Fully configurable.
Auto-return workflow
Customer accepts or declines? Immediate confirmation, return label, tracking – all automatic. DHL/Hermes integration included.
From return to payout – automatically
FlowToo tracks every return via DHL/17Track, automatically triggers the Shopify refund upon delivery and confirms to the customer by email.
Tracking to payout
Return arrives? FlowToo tracks via DHL/17Track, automatically triggers the Shopify refund and sends the payout confirmation to the customer.
Auto cashback on delivery
Tracking shows "Delivered"? FlowToo automatically triggers the Shopify refund – without anyone having to click manually.
Full & partial refund
Retention offer accepted = partial refund. Return complete = full refund. Both fully automated via Shopify API.
Suppliers report problems directly
Your suppliers get their own access, report delays, address problems or shortages – you see everything in one place and react with one click.
Supplier login & portal
Each supplier gets their own credentials. Report by category (delay, address problem, out of stock...) in seconds.
Auto customer email on report
After supplier report, FlowToo automatically generates a draft or sends directly – depending on your setting.
Address update flow
Address problem reported → FlowToo asks customer → extracts new address → updates automatically in Shopify.
You decide how FlowToo speaks – and who can do what
No rigid system. Every email, every level, every percentage is adjustable by you. Plus: roles, permissions and audit for your team.
Complete email configuration
Subject, text, sender name – individually customizable for each email type (retention, tracking, return, cancellation).
Retention levels & percentages
Up to 5 levels with your own percentages and texts. You decide when who gets offered what.
AI training & prompts
Upload your own system prompts, brand language and documents – the AI responds exactly in your tone.
Roles & permissions
Support agent, manager, readonly, supplier – each role gets access only to relevant areas. Granularly configurable.
Team login without Base44 account
Employees log in with their own credentials – no separate account needed. Simply invite, get started.
Everything at a glance – for you, your team and your customers
Dedicated portals for support, returns and customers. Branded self-service return portal with label & QR code. Automatic reports by email.
Support portal
Central helpdesk with AI tickets, escalations, team roles and live KPIs. Everything in one place.
Returns portal
All ongoing returns, retention offers, pending payouts and Shopify sync at a glance.
Branded customer portal
Customer registers the return via the branded portal (own logo, colors, domain), selects reason and preferred carrier and is then redirected to the carrier page, where the return is booked independently.
Automatic reports
Daily, weekly or monthly: ticket volume, return rate, AI performance – automatically as email or PDF.
Analytics & KPIs
Which products have the highest return rate? Which tickets take the longest? Clear numbers for better decisions.