Sample case data
Damaged order #1048
- Order value
- $186
- Evidence
- Complete
- Tracking
- Delivered July 9
- Outside-party status
- Carrier claim prepared
- Recommended action
- Send replacement
- Immediate cost
- $12
- Potential recovery
- $64
For Shopify operations teams
Complex complaints, resolved without the manual chase.
Smokebag handles the casework behind damaged, missing, and fulfilment-related orders.
It gathers evidence, checks Shopify and tracking data, contacts the carrier or fulfilment partner, follows up, and prepares the final decision for your team.
Your team decides. Smokebag does the casework.
One workflow · 30 days · $750 founding pilot
- 01Complaint received
- 02Order checked
- 03Evidence collected
- 04Outside partner followed up
- 05Decision approved
- 06Customer updated
Why these cases take so long
The reply is easy. The casework is not.
A damaged or missing order rarely ends with one customer reply. Someone still has to find the order, collect evidence, check tracking, contact the right outside partner, follow up, ask for approval, update the customer, and record the result.
- 01Find the customer and order
- 02Check tracking and fulfilment
- 03Ask for missing evidence
- 04Contact the carrier or fulfilment partner
- 05Follow up when nothing happens
- 06Prepare the refund or replacement decision
- 07Update the customer and close the case
One workflow, end to end
Start with one expensive complaint process. Automate the whole thing.
The 30-day pilot begins with the repeated complaint type creating the most investigation, outside follow-up, and manager involvement.
One workflow can include many coordinated automations.
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01 - Receive
Smokebag identifies the complaint and creates a structured case.
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02 - Investigate
It matches the customer and Shopify order, then checks tracking, fulfilment, and policy information.
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03 - Collect
It requests missing photographs, serial numbers, descriptions, or other evidence and attaches each reply to the correct case.
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04 - Coordinate
It contacts the carrier, warehouse, 3PL, supplier, or manufacturer and follows up when no response arrives.
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05 - Decide
It prepares the facts, evidence, policy result, recommended action, and financial effect for the correct team member.
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06 - Complete
After approval, it updates the customer, completes the next communication, records the outcome, and closes the case.
Start with damaged deliveries. Expand later to missing shipments, product defects, warranty cases, or warehouse errors when the first workflow is proven.
Map my highest-cost workflowHuman judgment
Your team only sees what actually needs a decision.
Smokebag performs the investigation first. When money, policy, risk, or uncertainty requires a person, the case arrives with the relevant facts already organised.
Watch the complete workflow.
The recorded walkthrough will show one damaged-order complaint moving from the customer email through order matching, evidence collection, outside follow-up, team approval, and final resolution.
- Complaint
- Order
- Evidence
- Carrier or 3PL
- Team decision
- Resolution
Video walkthrough being recorded.
Test one workflow for 30 days.
We begin with 10 recently closed, redacted cases, identify the manual work, then build and monitor one complaint workflow against live cases.
Founding pilot
$750
- One Shopify store
- One support inbox or existing helpdesk
- One complete complaint workflow
- One outside-party route
- Up to 50 live cases
- Shadow-mode testing
- Manual monitoring
- Weekly review
No helpdesk migration. No automatic refunds. No long-term contract.
Additional workflows and continued operation are priced separately after the pilot.
Start with the free 10-case analysisBuilt by Lalith Karthik and Eswar Lakkakula.
We are building Smokebag with ecommerce operations and CX teams that spend too much time investigating complex complaints and chasing outside partners.
Each pilot begins with real historical cases and one narrow workflow. The goal is to remove repetitive casework while keeping financial, policy, and high-risk decisions under human control.
Questions before a pilot.
No. Smokebag manages the operational casework behind selected complex complaints. Your existing inbox or helpdesk remains the intake point.
No. The pilot is designed to work around the support system already in use, not force a helpdesk migration.
No. Refunds, replacements, policy exceptions, and risky actions remain approval-based during the founding pilot.
One complete workflow can contain many coordinated steps. We prove value on one repeated complaint process before expanding.
We review 10 recently closed, redacted complaints and map the manual steps, outside parties, automation opportunities, and decisions that should remain human.
We review the cases, work removed, failure points, and workflow reusability. Continued operation or additional workflows are priced separately.
Find out how much complaint work your team is doing manually.
Show us 10 recently closed, redacted complaints. We will map the manual steps, identify what could be automated, and show what your team actually needed to decide.