Order questions, answered automatically
SupportKontor answers the order questions your customers keep asking: where's my parcel, cancellation, address change, return. Once you approve, the assistant runs the matching action right in Shopware.
- Replies in your name
- Stored in the EU
- No AI training
Where's my order #10482? Ordered on Monday.
Hi, order #10482 went out today and arrives tomorrow. The tracking link is attached.
Built for German customer service
- Shopware
- GDPR-compliant
- Data stored in the EU
- No AI training
- Audit log
- Deleted after 90 days
What SupportKontor handles
Most support mail is the same few order questions. Those are the ones SupportKontor takes over, with a log for every reply.
Shipping status
Pulls the real status from your shop and answers “Where's my order?”.
Cancellation
Checks whether an order can still be cancelled, then cancels once you approve.
Address change
Takes the new address and updates the order while shipping still allows it.
Returns
Explains the returns route and starts the return by your rules.
Up and running in three steps
No system change, no new mailbox for your customers. You forward your support mail, SupportKontor does the rest. You keep the approval.
You decide how far the assistant goes
Per request type, separately — order status can answer on its own while cancellations still wait for your approval.
„The product asks permission until you tell it to stop asking.“
- 0
Observe
The assistant decides and drafts, but nothing is sent and nothing changes in your shop. You see in the log what it would have written, and answer the mail yourself as before.
- 1
Approve
The assistant prepares the reply and the action and puts them in front of you. Only your click releases either. Undecided proposals expire after 48 hours and land in your inbox — nobody waits indefinitely.
- 2
Autonomous
The assistant replies and acts on its own. Every action is still in the log, together with the rung it ran at.
New installations start at rung 0, and stay there for the first 48 hours regardless of your settings. Rung 2 is reachable only by switching it on yourself — never by default, never by an update.
Works with your shop and your mailbox
SupportKontor works with your Shopware and your existing mailbox. No switch, no migration: you just forward your service mail.
Connected straight to your shop. Cancellation, address change, and return run in Shopware once you approve.
You forward, we handle the rest. Wherever your service address lives.
- Gmail
- Outlook / Microsoft 365
- IONOS
- STRATO
- All-Inkl
- mailbox.org
- and any other mailbox
Data protection, designed in from the start
A service that reads customer messages has to get data protection right. So we planned for it from day one.
Storage is in the EU
Messages and logs are stored on EU servers in Amsterdam. The reply itself is generated by a language model running outside the EU — under a data processing agreement with EU standard contractual clauses. We write that down rather than leaving it out.
No training on your data
Your customers' messages train no AI models, not at our end and not at our providers'.
Deleted after 90 days
Customer messages are deleted automatically. Anything stored for longer stays in the EU.
A complete log
Every reply and every action lands in the log. You can trace all of it at any time.
Every decision is readable
Not “the AI decided”, but: which request was recognised, which order data was on file, which of your rules applied, and what happened in the shop as a result.
- Request
- Cancellation · recognised 96%
- Order
- 10023 · unpaid · not yet shipped
- Rule
- Cancellation allowed while nothing has left the warehouse
- Rung
- 1 — carried out after your approval
- Action in the shop
- Order cancelled · 14:07
- Reply to the customer
- sent · 14:07
This is what a log entry looks like. Example data — you see your real entries in the dashboard from day one.
A summary every Monday
Once a week, an email with what the assistant handled — and the arithmetic behind it, so you can check the number.
- 46
- answered automatically
- 7
- forwarded to you
- ~3.8 h
- estimated time saved
46 answered enquiries × 5 min handling time = ~3.8 h. Forwarded messages are not counted — you read those yourself.
Example figures. The handling time is your own setting, and the report always shows its arithmetic.
For German Shopware merchants whose team is tied up in support
Made for merchants whose team spends too much time on the same order questions. German from the ground up: language, tone, and legal setup.
Answers to common questions
What you should know about setup, data handling, and beta access.
One fixed price, no meter
One fixed price for your autonomous support — no mailbox migration, no fee per resolved ticket. In January you know what December will cost.
plus VAT
- Automatic replies to order questions
- Cancellation, address change, and return after your approval
- Stored in the EU, deletion after 90 days
- Full log of every reply and action
- Set up together with you
No per-resolution billing: a month with twice the orders costs the same. Installation on request, we set the service up together with you.
Ready to take the load off your support team?
We set SupportKontor up together with you and stay close through the launch. Installation on request.