Shopify AI Voice Agent for Order and Return Calls in India

A Shopify AI voice agent can answer "where is my order" and return-status calls for an Indian store, provided it can find the order by order number or by the caller's phone number and read tracking and return status. Shoplabs, a Bengaluru-built app that speaks Hindi, and Loop, from $119 a month billed in USD, both answer inbound calls from the Shopify App Store. Refunds, cancellations after packing and damaged-item claims should still reach a person.

These calls, often called WISMO ("where is my order?"), are repetitive and have one right answer that sits in your order data. That makes them the first calls to hand over. Returns come next, because the answer depends on your return window and on where your return status is kept.

What it can and can't do on a call

It can:

• tell the caller their order status, dispatch date and courier tracking;
• explain your return window, which items qualify and whether exchanges are allowed;
• say whether a return pickup or refund has been processed;
• point the caller to your returns page, and take a callback request with the reason noted.

Keep with a person:

• refund approvals and anything that moves money;
• cancelling an order that is already packed or shipped;
• damaged, wrong or missing items, where you need photos and judgement;
• angry callers, and anyone who asks for a human.

Shopify works the same way. A self-serve cancellation request "doesn't change the order's state on its own", and the merchant reviews and decides on every request (Shopify Help Centre).

The data the agent needs from Shopify

An agent that can't find the order can't answer the call, however natural its voice. Before you choose an app, check that it can do each lookup below on your store.

Three details catch Indian stores out:

• Phone lookups take two steps. Shopify's order search takes an order name, email or customer ID but has no phone filter; the customer search does (orders, customers).
• The 60-day window. Standard order access covers orders from the last 60 days, and older ones need read_all_orders, which the app must request (Shopify access scopes). The Shoplabs, Loop and Voice Nimble listings all show 60-day order access.
• Exchanges and returns often live outside Shopify. Shopify's self-serve returns can't take exchange requests, so brands that offer exchanges add a returns app such as Return Prime, which is based in India and has 767 reviews averaging 4.8. If you ship with Shiprocket, tracking updates come from there. Ask the voice-agent vendor whether it can read both.

Verify before you disclose. Match the order number to the phone number on the order before reading out anything beyond the status. If they don't match, don't read out the address or amount; book a callback to the number on the order instead.

Shopify-compatible voice options, with prices

How we compared: features and prices from each app's Shopify App Store listing or the vendor's own pricing page, checked in September 2026. USD prices are billed in US dollars. We did not test the apps.

Which fits:

• Shoplabs if you want inbound WISMO and return calls answered in Hindi or English with your Shopify data. Its only two reviews so far come from stores in India, so run a proper trial.
• Loop if you want inbound support plus outbound cart-recovery calls and can live with USD billing. Read the TRAI note below before switching on cart calls.
• Voice Nimble if COD confirmation matters more than inbound calls. It launched in June 2026 and has no reviews yet.
• Gorgias Voice if you want people, not AI, answering, with the order on screen and IVR to route calls. Gorgias charges for Voice by call volume on top of the helpdesk plan.
• Hillteck if your main phone job is confirming COD orders before dispatch. It has 160 reviews averaging 4.9.

Platforms outside the App Store, such as Vomyra (via Zapier, webhooks or its API) and Rootle, also connect to Shopify. Our list of AI answering services for online stores compares them, with rupee prices where published.

Return-call script (English and Hinglish)

Paste this into the agent's instructions and fill in the brackets. Keep your real return window and refund timelines in the brackets; don't let the agent guess them.

1. Greeting

• EN: "Hi, this is the automated assistant for [Brand]. I can check an order or help with a return. What's your order number?"
• Hinglish: "Namaste, main [Brand] ka automated assistant hoon. Order check kar sakta hoon ya return mein help kar sakta hoon. Order number bata dijiye?"

2. Check it's their order

• The agent compares the calling number with the phone number on the order. If they match, go to step 3.
• If not, EN: "To keep your order safe, can you tell me the delivery pincode?"
• Hinglish: "Aapka order safe rakhne ke liye, delivery pincode bata dijiye?"
• If the pincode doesn't match either: "Our team will call you back on the number used for the order."

3. Inside the return window

• EN: "Your order was delivered on [date]. You can return or exchange it until [date]. Would you like a return or an exchange?"
• Hinglish: "Aapka order [date] ko deliver hua tha. [date] tak return ya exchange ho sakta hai. Return chahiye ya exchange?"
• Then: "You can raise it at [returns page]. Pickup is usually arranged within [X] days."

4. Outside the window, damaged or wrong item

• EN: "This needs our team. I've noted your order number and the reason. [Name] will call you back by [time]."
• Hinglish: "Iske liye team se baat karni hogi. Maine order number aur reason note kar liya hai. [Name] aapko [time] tak call karenge."

5. Refund status

• EN: "Your refund of ₹[amount] was processed on [date]. Banks usually take [X] working days to show it."
• Hinglish: "Aapka ₹[amount] ka refund [date] ko process ho gaya tha. Bank mein dikhne mein [X] working days lagte hain."

6. Hand-off note for your team: order number, calling number, reason in one line, whether photos are needed, and the callback time promised.

Outbound calls: the India rule

Calls your AI makes are "A2P calls" under TRAI's TCCCPR (Third Amendment) Regulations 2026, notified on 18 September 2026, which cover calls in an "artificial voice". Its A2P rules take effect 60 days after the amendment is published in the Gazette. From then, the sender must declare such calls, with the calling number ranges, to its telecom operator in advance, or they are treated as spam.

Offers change the category. Under the 2025 amendment, a commercial call with promotional content mixed in counts as promotional. TRAI requires promotional calls to come from 140-series numbers, which a business gets by registering as a sender with a telecom operator, and people who block promotional calls on the DND registry don't receive them (TRAI press release 91/2026).

Loop describes its cart calls as ones "that deliver discount codes", so an Indian store needs the 140-series set-up before using them. A plain COD confirmation with no offer stays a service call.

Set it up in a week

1. Tag one week of calls by reason: order status, returns, refunds, COD, complaints. Our staffing maths for 200 calls a week shows how many lines that needs.
2. Install one app and grant order access only. Note the 60-day limit.
3. Load your return policy word for word: window, non-returnable items, exchange rules and pickup time.
4. Set the hand-off: one transfer number in working hours, and one named person for callbacks.
5. Test with real order numbers: one COD order, one prepaid, one in return, one exchange, one older than 60 days. Then run our 12-call AI receptionist test for Hinglish and noisy lines.
6. Go live after hours first, and read every transcript for a week before daytime calls.

Where TalkEasy by GrowEasy fits

TalkEasy by GrowEasy puts your support team on one shared business number that runs alongside their existing SIMs, with every call logged against that number. Its AI receptionist answers after hours, at weekends and on holidays, works out why the customer is calling, captures their details, and then transfers the call or books a callback. Recorded calls get an AI summary with the customer's requirement and the next step.

TalkEasy names no Shopify integration, so don't plan on it reading order status during a call. Custom CRM integration comes with the Enterprise plan, which is priced on request.

If live order lookups are what you need now, pick a Shopify app above. If you want your team on one number with call summaries, TalkEasy's Pro plan costs ₹999 + GST a month (pricing); the AI receptionist is not on the public price list, so ask for its price with the plan. For AI receptionists beyond Shopify, see our AI receptionist guide for India.

See how TalkEasy's AI receptionist handles after-hours store calls

Last reviewed 24 September 2026.