OrderPilot Help
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Customer Care

Answer Amazon buyer messages with AI-drafted replies, issue refunds, replacements and return labels, and prepare A-to-Z claim appeals.

What it's for

Customer Care is where you answer your buyers. OrderPilot brings in your Amazon buyer messages, shows each conversation next to its order, and writes a draft reply with AI for you to check and send. From the same screen you can refund, send a free replacement or email a return label.

The Claims view lists Amazon A-to-Z claims with the evidence OrderPilot collected and a drafted appeal for you to paste into Seller Central.

Where to find it

You need the Customer Care permission to see these pages.

The screen at a glance

Conversations on the left, the open conversation in the middle, the order on the right.

Top of the page

Filters

Conversation list (left)

Each card shows the buyer's name, the start of the last message, the order number, the time and the number of messages. A blue number means messages waiting for a reply; a ✓ means answered. The list updates by itself every 15 seconds.

The conversation (middle)

Order panel (right)

The product, order number, status, a live Delivery status (click it to re-check with the carrier), order date, ship-by and deliver-by dates, carrier, tracking and ship date. Below that, Full order & listing, Refund… and Replacement…. A note warns you if no vendor has the item in stock.

A blue Case summary card sums up long conversations in a few sentences.

Buttons and actions

Button What it does
Shortcuts Shows the keyboard shortcuts.
Check mailbox now Checks for new buyer messages straight away (it runs in the background; the lists refresh a few times as it works).
Policies Opens your reply policies — the rules the AI follows.
Approve & send Sends the reply in the box to the buyer. The message shows as sent at once.
Draft with AI / Redraft with AI Writes (or rewrites) a reply for you. Always read it before sending.
Compose… Pick the building blocks of the reply, then Draft from selected.
No response needed Marks the message as not needing a reply. It leaves the Response needed list.
Write another reply On an answered conversation, opens a box for a follow-up. Send follow-up sends it.
Issue refund / Refund… Opens the refund window (below).
Replacement / Replacement… Opens the replacement window (below).
Send return label Shows a weight box (in ounces) and Buy cheapest label & email it. Click it twice to confirm: OrderPilot buys the cheapest return label and emails it to the buyer. This spends money.
Full order & listing Opens the order and its listing side by side. If the order has several products, buttons at the top switch between them.
Listing Opens the product page on Amazon in a new tab.
Seller Central Opens this conversation in Seller Central in a new tab.

Refund window

Button What it does
Full refund Refunds everything the buyer paid for the items.
Refund this % Refunds a percent of the item total.
Refund this $ Refunds a dollar amount.
Cancel Closes without refunding.

Refunds go through the real marketplace refund and can't be undone from OrderPilot. If the order is already refunded, the window says so, and the refund buttons turn light red and show "Refunded".

Replacement window

Shows each item with how many were ordered. Change the numbers if only some units need replacing.

Button What it does
Send full replacement Creates a free replacement order for everything.
Send the quantities above Creates a replacement for the numbers you typed.
Cancel Closes without creating anything.

The replacement is free for the buyer. It routes to a vendor and ships like a normal order. For part of a multipack, use a partial refund instead.

Compose building blocks

Pick any of: Apologize, Ask for photo, All units or some?, Partial refund %, Full refund, Replacement, Refund-or-replace choice, Return label, Tracking status, Ask to wait 48h, We will follow up, Warm close. Add a specific point in the text box if you like, then click Draft from selected. The reply covers exactly what you picked.

Refund percent chips

If a draft offers a partial refund, it contains a placeholder [REFUND_%]. Pick 5% to 30%, or type another percent and click OK. You can't send until the placeholder is replaced.

If a draft promises a full refund or a return label, a note under the box tells you whether OrderPilot will do it automatically when you approve, or whether you need to use the action buttons after sending.

How to answer a buyer

  1. Open Customer Care → Emails. Leave Response needed selected.
  2. Click the first conversation.
  3. Read the messages, the order panel and the case summary.
  4. If there is no draft, click Draft with AI (or use Compose…).
  5. Edit the draft if needed. Fill in any refund percent.
  6. Click Approve & send.

If sending fails, the message says "Not sent" and your reply goes back into the box so you can try again.

How to refund a buyer

  1. Open the conversation.
  2. Click Refund… in the order panel (or Issue refund).
  3. Choose a full refund, a percent or a dollar amount.
  4. The top of the page confirms the refund. If OrderPilot also emailed the buyer, the email shows in the conversation.

How to write your reply policies

  1. Click Policies.
  2. Set the Tone (for example "Warm, short, professional") and Sign off as (your store name).
  3. Click a box to edit its rules, or click ＋ to add a new situation (for example "Did not arrive").
  4. In the rules window, type a rule and click Add rule (or press Enter). Click a rule to edit it; ✕ removes it. Rename and Delete change the whole box (Delete asks first).
  5. Click Save & close. Everything saves automatically.

How to handle an A-to-Z claim

Each claim with its evidence and a drafted appeal.

Amazon has no way for software to answer A-to-Z claims, so OrderPilot finds each claim, gathers the evidence and drafts the appeal — you paste it into Seller Central. Claims are never sent automatically.

  1. Open Customer Care → Claims.
  2. Look at the badges: worth fighting, or likely unwinnable — consider conceding.
  3. Read the Evidence packet (carrier, tracking, delivery scan, dates and so on).
  4. Click Draft appeal (or Redraft appeal), and edit the text if needed.
  5. Click Copy, then paste it into the claim in Seller Central.
  6. Use Mark as… to record the outcome: Submitted, Won, Lost or Dismissed.

Order & SKU opens the order and its listing side by side.

Tips and troubleshooting

Still stuck? Email support@softavant.com and tell us what you were trying to do.