The 20 Customer Questions Every Ecommerce Store Should Automate First
Not all customer questions deserve automation first. These 20 come up on almost every ecommerce store and are safe starting points for an LLM support pilot.
When we onboard an ecommerce client for AI support, we do not start with edge cases. We start with the questions that already eat an hour every morning. Automating these first produces immediate ROI and builds trust with your team.
Use this list as a knowledge-base outline. Pull real answers from policy pages and past tickets. If you cannot answer a question in one short paragraph, fix the policy before you put it in a bot.
Shipping and delivery
- How long does shipping take?
- Do you ship internationally?
- How much does shipping cost?
- How do I track my order?
- My tracking has not updated — what should I do?
Tip: separate standard vs expedited windows, and write what “processing time” means. Most frustration comes from vague “5–7 days” copy that does not say business days.
Returns, exchanges, and policies
- What is your return policy?
- How do I start a return?
- Can I exchange for a different size?
- When will I receive my refund?
- Do you offer price adjustments after purchase?
Tip: state the window, condition requirements, and whether final-sale categories exist. Escalation should catch damaged items and exceptions.
Product and order basics
- Is this item in stock?
- What size should I order?
- Can I change or cancel my order?
- Do you offer gift cards?
- How do I apply a discount code?
Stock and sizing often need careful scope. If inventory is unreliable, answer with “check the product page” plus how to contact support — do not invent availability.
Account and payment
- What payment methods do you accept?
- Can I use two promo codes?
- Why was my payment declined?
- Do you charge sales tax?
- How do I update my shipping address?
How to use this list in a one-week pilot
- Paste each question into a spreadsheet with your approved answer and source URL
- Mark any answer that is outdated or contested by the team
- Define escalation for refunds, damaged goods, VIP orders, and angry tone
- Test the bot with 50 real customer messages before launch
- Review transcripts after week one and expand only high-confidence topics
We build these pilots through our LLM customer service offering — typically live within a week for focused scope. If product copy is also a bottleneck, pair support automation with ecommerce content batches.
Sample answer quality bar
Each automated answer should be specific, current, and boring in the best way. “We usually ship fast” is not an answer. “Orders placed before 2pm ET ship the same business day; standard delivery is 3–5 business days inside the continental US” is an answer.
Include the exception path: weather delays, remote addresses, made-to-order items. Exceptions prevent the bot from overpromising.