The order that never arrives — or tracking that won't move
The status has been stuck for days and the customer doesn't know if their purchase exists. Every day of silence is a day of looking at your competitors.
Atenty for stores
"Where is my order?" — the question that decides if they buy again
Online and physical stores share the same truth: the sale doesn't end at payment — it ends when the customer receives, tries, and is happy. Every silence after that — a stuck tracking, a wrong size, a warranty nobody answers — is money that already came in and a customer who never returns. Atenty turns all of it into cases that close.
Day to day
The everyday cases
A store's post-sale has a stable cast of complaints. These are the ones that repeat most:
The wrong size or model arrived
The customer wants the product, not a refund: they want the exchange, fast, and without paying for a mistake that wasn't theirs.
The product failed under warranty
It arrived fine and failed a month later. The warranty is honored with a clear case — or it becomes the story the customer tells about your store.
I want to exchange it or return it
Size, color, or second thoughts: the easy return is the quiet reason many people buy again.
I was charged twice
The duplicate the customer sees on their statement and the store hasn't seen yet. If they discover it alone and nobody answers, the claim escalates to the bank.
This trade's tolerance
In retail, silence is measured in days — and there are no days
Atenty's rule in stores
Every case is answered the same day. Every day of silence is a day your customer spends looking at your competitors.
This is how it looks with a wrong size on a Wednesday (example with a sample business):
hi, my jacket arrived in M and I ordered L. I need it for the weekend
Atentyoh no, our mistake: I'm sorry
I just opened your case. The L ships today and the courier picks up the M at your home, at no cost. I'll write to you myself the moment it's on its way, so you reach the weekend stress-free
amazing, thank you!
of course. The case stays open until you confirm the L fits you well 🛡
Example with a sample business and sample data. The solutions you see come from the guidelines each business sets.
What she does
What Atenty does in a store
Answers with the real status
"Where's my order?" is answered by reading your system: where it is, what's missing, and when it arrives. Never an "it's on its way" out of thin air.
Exchanges and returns inside your guidelines
Resolved in the same conversation, with the case open and the pickup coordinated. The customer doesn't fight for the obvious.
Warranties, with a case and follow-up
Every failed product enters as a numbered case with a dated next step, until the confirmed close.
Flags it when tracking stalls
If a shipment stops moving, Atenty writes first: what happened and what's being done. The delay stops being a mystery.
Do you run an online or physical store?
Save your spot and get her first week of cases as a gift: how Atenty would care for your store's buyers, order by order.