AI support for Shopify

Routine support tickets
handled before you
read them

Backline connects to your Shopify store and automatically resolves order status, returns, and FAQ tickets — escalating only the ones that need you.

Connect my store See how it works

No credit card required. Works with any Shopify plan.

Backline — Support Inbox
Live
47 Resolved today
3 Need your review
2 min Avg response

Amira K.

Where is my order #8821?

Auto-resolved

James T.

I need to return my jacket

Auto-resolved

Nour S.

What are your shipping times?

Auto-resolved

Lucas R.

Can I cancel my subscription?

Auto-resolved

Sofia M.

My order arrived damaged

Your review
Backline processed 47 tickets while you slept

Trusted by solo founders across Shopify categories

Apparel & Fashion Home & Living Health & Wellness Beauty & Skincare Pet Products Food & Drink

Average store resolves 73% of tickets automatically within the first week.

Order status

Customers get answers at 3 am. You sleep.

Every "where is my order?" email gets a real, accurate reply — pulling live tracking data from Shopify and your courier — sent within 2 minutes of arriving. Not a canned response. A real one.

  • Live tracking status pulled from Shopify and your courier API
  • Personalised reply in the customer's language
  • Escalates if the order is genuinely lost or delayed beyond threshold
Auto-reply sent 2 min ago

Amira K.

Hi, where is my order #8821? I ordered 4 days ago and haven't heard anything.

Backline (via your store)

Hi Amira! Your order #8821 left our warehouse yesterday and is currently in transit. Your Aramex tracking number is AX98213. Estimated delivery is 15 January. Let me know if anything changes!

Ticket resolved automatically
Return initiated Just now

Customer requested return

James T. — Order #7742, jacket (size L)

Policy checked

Within 30-day window. Eligible.

Return label sent

Prepaid label emailed to James

Refund on return receipt

Automatic — awaiting item arrival

Returns & refunds

Returns handled end-to-end, without you touching them.

Backline reads your return policy, checks eligibility, generates prepaid labels, and sends instructions to the customer. You only step in when something needs a judgement call — a damage claim, a disputed policy case.

  • Reads your actual return policy, not a generic template
  • Generates and sends prepaid return labels automatically
  • Flags damage claims and edge cases for your review
FAQ & policy questions

Stop answering the same question for the 200th time.

Sizing, shipping times, materials, discount codes, subscription pauses — Backline learns your answers from your product pages, policies, and past replies. Every new question gets an accurate, on-brand response.

  • Learns from your Shopify product descriptions and store policies
  • Matches your tone — you review and approve the voice once
  • Flags anything it's not confident about — no hallucinated answers
FAQ queue — last 24 hours 6 resolved

Do you ship internationally?

Resolved

What sizes do you carry?

Resolved

How do I pause my subscription?

Resolved

Is the jacket machine washable?

Resolved

Can I use two discount codes?

Resolved

My item arrived damaged — help?

Escalated to you

What a quiet inbox looks like in numbers

73%

of tickets resolved without you touching them

2 min

average time to send the first reply

11 hrs

saved per week for the typical solo founder

Based on aggregate data across active Backline stores. Individual results vary by ticket volume and store category.

"I was spending about two and a half hours a day on support. Now it's maybe twenty minutes — and most of that is just checking what Backline escalated."
Nour A. Founder, women's apparel store, Cairo — $40K/month revenue

"I tried Gorgias but it felt like buying a jet to commute to work. Backline just works — I connected my store and it was handling tickets the same afternoon."

Marcus O. Solo founder, home goods, Alexandria

"The thing that surprised me was how good the replies sound. Customers think they're talking to me. The tone is exactly right."

Lena M. Two-person team, skincare brand, Giza

Simple pricing for stores, not enterprises

Pay for what you use. Cancel any time. No annual lock-in, no per-seat fees.

Starter

E£ 149 /month

Up to 300 resolved tickets/month

  • Order status auto-replies
  • FAQ resolution from your policies
  • Shopify order data integration
  • Escalation inbox for edge cases
  • Email support
Connect my store

14-day free trial. No credit card required.

Most popular

Growth

E£ 349 /month

Up to 1,000 resolved tickets/month

  • Everything in Starter
  • Returns and refund automation
  • Subscription pause and cancel handling
  • Custom tone and brand voice training
  • Priority support + onboarding call
Connect my store

14-day free trial. No credit card required.

Need more than 1,000 tickets/month? Get in touch for a custom plan.

Common questions

Straight answers. No sales pages here.

How long does it take to set up?

Most stores are live in under 20 minutes. You connect your Shopify store via OAuth, Backline reads your existing policies, product descriptions, and order data, and you review the default replies before going live. There's nothing to configure from scratch.

Will Backline reply as me, or will customers know it's automated?

Replies come from your existing support email address. During setup you share a few example replies you've written, and Backline matches that tone. Most founders don't tell their customers, and customers consistently don't notice. You can also add a disclosure if you prefer.

What happens if Backline isn't confident about an answer?

It never guesses. If a ticket falls outside what it's confident about, it routes it straight to your escalation inbox with a summary of what the customer asked and why it was flagged. You reply directly. Escalated tickets never get an automated response.

Does it work with my current email provider (Gmail, Outlook, Zoho)?

Yes — Backline connects to your support inbox via standard email integration. It works with Gmail, Google Workspace, Outlook, Zoho, and any provider that supports IMAP/SMTP. It can also connect to Shopify's built-in inbox if you use that.

What happens when I go over my monthly ticket limit?

You get a notification when you're approaching your limit. Additional tickets above the cap continue to be resolved — you're never cut off mid-month — and the overage is billed at a flat per-ticket rate. You can upgrade your plan at any time from the dashboard.

Is there a contract or minimum commitment?

No contract, no minimum term. Backline is month-to-month. You can cancel any time from your account settings and won't be charged for the following month.

Start your free trial

Your next 11 hours back.
Starting this week.

Connect your Shopify store in 20 minutes. Backline handles the repetitive tickets from day one.

Connect my store Talk to a founder first

No credit card required. 14-day free trial on all plans.