Order questions, returns and where’s-my-order — owned, drafted and answered before the queue from one launch buries the next.
A shared inbox for ecommerce puts every order question — WISMO, returns, exchanges, address changes — into one queue the whole store team works together. In inrelay, every message gets an owner, an intent tag and a drafted reply in your brand voice, and a human approves each send. Pricing is flat per account, never per seat.
Support email in a DTC store has a shape of its own. It isn’t steady — it spikes with every drop, every shipping delay, every BFCM weekend — and most of it is the same handful of questions wearing different order numbers. Where’s my order. Can I still change the address. How do returns work. Wrong size, can I swap.
The failure mode is just as specific: during the spike, two people answer the same customer twice while a genuinely urgent message — the address change with a two-hour window — sits unread under forty WISMO emails. A shared inbox for ecommerce exists to make the routine questions cheap and the urgent ones loud.
Strip away the vendor noise and a store’s support inbox has five requirements. If a tool misses one, the gap shows up on launch day.
Requirement by requirement — with the one honest gap named instead of hidden.
What a launch morning looks like when the queue works itself while your team approves instead of composes.
Order confirmations bounce questions back within the hour: a wave of where’s-my-order, a few size swaps, one “I used the wrong address”. As each lands, the agent reads it and tags the intent.
The address change is flagged and routed to whoever owns fulfillment, with the shipping cutoff still open. The WISMO wave routes to the teammate on queue duty, each email already holding a draft in your voice.
Queue duty becomes reading drafts, tweaking a line, pressing send. Collision detection keeps the founder from re-answering a thread that’s already being handled; notes hold the “check with the 3PL” conversation privately, next to the customer’s.
The morning brief lists what was handled and the few conversations that genuinely need a human decision — a refund exception, a repeat complaint — instead of an unread count.
Most tools in this category greet you with a logo wall. Here is the real list — what connects today, and what is in development and clearly marked as such.
If your store sells through social more than through a site, the creators & social sellers page covers that shape of the same problem — and the solutions index lists every vertical.
Connect your support@ in minutes — flat per account, teammates never priced, no card to start.
Give your customers faster answers and your team their evenings back.
Desktop and mobile. Free for solo.