Felina AI
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E-commerce and Logistics

Answer order and delivery calls without growing your support team

Customers call about order status, delivery times, returns and cash on delivery. Most calls are repetitive, but each one needs accurate information.

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Overview

Felina for E-commerce and Logistics

Felina can answer common order and delivery questions, explain your policies and make confirmation calls. Order-specific answers depend on an authorised connection to your order or logistics data — Felina never guesses an order status.

Call scenarios

Typical calls

Inbound — customers calling you

  • Order and delivery statusRequires an integration
  • Returns, refunds and cash-on-delivery policy questionsCore capability
  • ComplaintsCore capability

Outbound — Felina calling customers

  • Order confirmation calls, e.g. cash on deliveryConfirmation required
  • Delivery arrangement callsConfirmation required

Outbound calls go only to customers who have consented, using approved scripts and authorised data.

Scope

What Felina handles — and what goes to your team

Felina handles

  • Verify the caller using your rules
  • Read order status from authorised order data
  • Explain approved policies
  • Record complaint details

Your team handles

  • Refund approvals and exceptions
  • Damaged or missing items that need investigation
  • Repeat or escalated complaints
  • Any customer who asks for a person

Escalation to your staff. Complaints are recorded with the order reference and passed to your support team. Felina doesn't approve refunds or make exceptions.

Use cases

Use cases in detail

Each use case shows what it does, why it matters, how it works and what it depends on.

  • Order and delivery status enquiries

    Requires an integration
    What it does
    Tells customers where their order is and when to expect it.
    Why it matters
    Removes one of the most repetitive call types from your support queue.
    How it works
    Felina verifies the caller as you define, then reads the status from your authorised order or logistics data.
    Depends on
    An authorised integration with your order-management or logistics system. Real-time tracking is not assumed.

  • Policy and returns questions

    Core capability
    What it does
    Explains delivery areas, returns, refunds and cash-on-delivery rules from approved information.
    Why it matters
    Customers get consistent policy answers.
    How it works
    You provide and update the approved policies.
    Depends on
    Current, approved policy information.

  • Order confirmation calls

    Confirmation required
    What it does
    Calls customers to confirm orders — for example cash-on-delivery orders — or to arrange delivery.
    Why it matters
    Fewer failed deliveries and cancelled orders.
    How it works
    Felina calls with an approved script and records the response.
    Depends on
    Order data access, customer consent and a way to record responses in your system.

  • Complaint capture and escalation

    Core capability
    What it does
    Captures complaint details and hands them to your support team.
    Why it matters
    Unhappy customers reach a person quickly, with context already collected.
    How it works
    You define which issues are escalated and to whom.
    Depends on
    A defined escalation path.

Items marked “Confirmation required” are not presented as available yet. Ask us about them during your demo.

Workflow

From “where is my order?” to an answer

  1. Step 1: Customer calls

    Answered straight away.

  2. Step 2: Caller verified

    Felina checks identity using the details you define.

  3. Step 3: Status checked

    Order status is read from authorised data.

  4. Step 4: Answered or escalated

    Status shared, or the complaint passed to your team.

Simulation

Try a simulated call

Scripted demonstrations of the calls above. Play them step by step and see what Felina records.
Caller's question

Simulated call · E-commerce and Logistics

Simulation
Workflow stage7 of 7: Outcome
  1. A customer calls about a recent order.

  2. CallerI ordered a mixer grinder last week. When will it arrive?

  3. FelinaI can check that. Could you confirm the phone number you used for the order?

  4. CallerIt's this number.

  5. Caller verified using the business's rule: the order's phone number matches.
  6. Order status read from authorised order data.Requires an integration

  7. FelinaThanks. Your order is out for delivery and should arrive today, according to the delivery partner's latest update.

  8. CallerCan I return it if it doesn't work?

  9. Approved returns policy checked.

  10. FelinaYes. Returns are accepted within the window in our returns policy. Would you like me to explain the steps?

  11. Recorded order: Verified by phone number

  12. Recorded status shared: Out for delivery, arriving today

  13. OutcomeAnswered from authorised data, with no handover needed.

What Felina recorded

Order
Verified by phone number
Status shared
Out for delivery, arriving today

Simulation complete.

Simulated call. A scripted demonstration of how Felina handles this kind of call — not a live AI connection, a recording, or a real customer.

Integrations and dependencies

What this depends on

Integration availability depends on your system, API access, data permissions and deployment requirements. We confirm what's possible before go-live.

  • Phone line / telephony

    Connects Felina to the number your customers already call.

    Core capability

  • Order-management or e-commerce platform

    Needed for order-specific answers. Confirmed per platform, API access and data permissions.

    Requires an integration

  • Logistics and courier tracking data

    Delivery updates are only as current as the data your logistics partners provide.

    Requires an integration

  • Helpdesk or ticketing

    Not assumed. Confirmed per deployment.

    Confirmation required

Outcomes and evidence

What could change for your team

Potential operational outcomes — qualitative, not measured results. Published evidence is labelled with its type.

  • Fewer repetitive status calls

    Agents spend less time reading out tracking updates.

  • Consistent policy answers

    Every caller hears the same returns and refund rules.

  • Complaints arrive with context

    Support starts with the order reference and the issue already recorded.

How we measure and label results

FAQs

Frequently asked questions

Does Felina provide real-time order tracking?

Felina is only as current as the authorised order or logistics data it can access. We don't promise real-time tracking or compatibility with every platform.

Which e-commerce platforms are supported?

Integrations are confirmed per deployment, depending on the platform, API access and data permissions.

How does Felina verify a caller?

You define the verification steps — for example, matching the order number with the caller's phone number.

Can it resolve complaints?

It captures complaint details and hands them to your team. Resolution stays with your staff.

See Felina answer an order enquiry

Tell us which order and delivery calls take up your team's time. We'll follow up to arrange a demo.

Book a Demo Explore Results and Proof