Customer Service
Turn problems into moments of delight
Treat WISMO enquiries as opportunities to win a customer for life by giving your teams everything they need to respond quickly and with the flexibility they need.
Offer self-service ‘WISMO’ and back it up with a fully-equipped support team
Automated Customer Self‑Service
Reduce “where is my order?” enquiries by automating post‑purchase interactions. Customers can track delivery with carrier details and a tracking link, cancel items, update shipping address or pickup store (with validation), and initiate returns or exchanges all via a self‑service interface.
Agent‑Controlled Order Actions
Equip your CS representatives to resolve requests without escalation. From a single order view they have the tools and information they need to cancel items or update shipping addresses /pickup stores, and they can handle returns or exchanges with full traceability. For assisted selling, OneStock also supports agent-led order capture, by integrating pay-by-link payment.
Customer‑Based navigation and conversational search
Speed up resolution by finding the right order in seconds either through search or an AI chat interface.The OneStock MCP server provides the foundation to allow agent to use AI to search orders by ID, customer email, customer reference, or status and then surface carrier details and tracking links instantly.
Custom experience for your CS team
Add new pages and actions to the customer service experience using pre-built extensions, or ‘injection points.’ Pages are built quickly using a look and feel consistent with the rest of the software so your agents have exactly what they need in one place. Designed to be extensible, the core SaaS application can still be upgraded cleanly.
A complete customer service control center
The tools and real-time information your service teams need, all in one place, and quickly customised to your specific needs.
Order lifecycle management
OneStock provides comprehensive order lifecycle management so customer service representatives can handle inquiries, modifications, cancellations and returns/exchanges with confidence. Agents access every order detail in one place, including fulfillment status, orchestration history, carrier tracking and a complete event trail—including applied discounts.
Order searching, tracking, and status
Find any order fast and answer customers with confidence. OneStock lets agents search using whatever information the customer can provide, and they can access real-time delivery status from a single screen.
Customer Service Extensibility Framework
Extend OneStock’s customer service capabilities through flexible integration options and customization frameworks. Whether using the native OneStock Customer Service application or integrating with third-party platforms, retailers maintain complete control over agent workflows and customer interactions while preserving platform stability.
Headless Customer Service Integration
Connect OneStock seamlessly with third-party customer service systems including Gorgias, Salesforce Service Cloud, and Gladly. Through robust MCP server, API and webhook capabilities, OneStock synchronizes order data, status updates, and actionable events with existing CS tools, allowing agents to access complete order context.
Power-up your CS teams
WISMO Resolution in Seconds
Agents find delayed parcels fast. Real-time order status and tracking links are all in one place so when an order stalls, they can quickly see where it is blocked in the workflow and escalate to the fulfilling location with accurate, customer-ready updates.
Delivery Delay Compensation
When shipping delays occur, agents apply commercial gestures manually at the order level—either fixed amounts or percentages—to resolve disputes instantly. OneStock automatically logs the gesture, triggers webhook notifications to payment tools, and finalizes transactions before final invoicing, improving customer retention.
Split Order Explanation
Agents explain to customers why they received multiple packages by viewing complete orchestration visibility. OneStock shows that one item was sourced from a local store and another from the distribution center, turning potential confusion into understanding while demonstrating the retailer's extensive fulfillment network.
Peak Season Exception Management
During high-traffic periods, customer service teams hide all zero-count alerts to focus solely on active problems like shipping delays or stockouts. Agents flag orders that have exceeded standard processing time without fulfillment, allowing proactive intervention before customer complaints arise.
OneStock for your support teams
Agent accesses comprehensive 360° order view
OneStock displays complete order information including fulfillment status, line-level details, orchestration history, and real-time carrier tracking in a single unified interface.
Agent searches and verifies order status
Find the order by ID, email, reference, or status, then confirm delivery progress with carrier information and a tracking link before deciding the next best action.
Agent performs necessary order modifications
Customer service teams execute cancellations, returns, exchanges, address updates, or pickup store changes directly in OneStock with real-time propagation across all systems.
Automated notifications update customer and systems
OneStock triggers automated email/SMS notifications to customers and webhook events to payment providers, inventory systems, and fulfillment centers ensuring operational consistency.
Complete audit trail maintained automatically
Every customer service action is logged with timestamps, agent information, and business context, providing full traceability for compliance and continuous improvement.
What order management capabilities does OneStock provide for customer service teams?
OneStock gives customer service teams a 360° order view with real-time status, carrier information, and tracking links. Agents can perform controlled post‑purchase actions such as item cancellations, shipping-address updates, and pickup-store changes, and support returns or exchanges with full traceability and event history.
Can OneStock integrate with existing customer service platforms like Salesforce Service Cloud or Gorgias?
Yes, OneStock integrates seamlessly with third-party customer service platforms including Salesforce Service Cloud, Gorgias, Gladly, Zendesk, and other major CS tools. Through enterprise-grade APIs, webhooks, and SFTP capabilities, OneStock synchronizes order data, status updates, and actionable events with existing systems. Agents operate from their preferred interface while retaining full OMS capabilities, avoiding duplication and preserving customer service technology investments.
How does OneStock help reduce Where Is My Order (WISMO) inquiries?
OneStock helps reduce WISMO contacts by giving agents real-time order visibility: fulfillment status, carrier details, tracking links, and a complete event history. Exception alerts flag missed delivery milestones early, so teams can act before delays escalate and share accurate updates with customers.
How do agents find an order quickly and share accurate delivery updates?
Agents can search for an order using multiple identifiers—order ID, customer email, customer reference, or status. From the same screen, they access real-time delivery status, carrier information, and a tracking link they can share with the customer, reducing back-and-forth and speeding up resolution.
Can customer service agents modify orders after they have been placed?
Yes, OneStock empowers customer service agents to perform comprehensive post-purchase modifications including order cancellations, item exchanges, returns processing, delivery address updates, and pickup store changes. All modifications are executed in real-time and propagated consistently across inventory, fulfillment, and payment systems. Actions are constrained by business rules and current order status (for example, preventing cancellation after shipment) to maintain process integrity and operational coherence.
