Online stores · Solution
Soluvide builds WhatsApp order support for UAE online stores. It answers order-status questions from your Shopify or WooCommerce data and courier tracking, confirms cash-on-delivery orders and addresses before they ship, handles simple changes, and takes in returns with photos and reasons for your team to approve, in Arabic or English.
The problem
What the day actually looks like — described as an operator would, not as a brochure.
A customer orders on Sunday night and messages on Monday morning: "Where is my order?" Then again in the afternoon, on Instagram this time. Your team opens the store admin, copies the tracking number, opens the courier site, reads the status and types a reply. Multiply that by every order in a busy week and a large part of the support team's day goes into copying information from one screen to another.
Cash on delivery is still how many UAE shoppers prefer to pay, and it carries its own cost. Orders get placed on impulse, with a half-written address or a number nobody answers. The courier drives out, can't find the villa or can't reach the customer, and the parcel comes back. You paid for the delivery both ways and the stock was tied up for days.
Addresses make it harder. "Near the mosque, building next to the supermarket" is a normal UAE address, and the courier has to call to find it. If the customer doesn't pick up, the attempt fails. Nobody checked the address before the parcel left because nobody had time.
Returns arrive the same way: a message with no order number, a photo in a separate chat, a reason that changes. Your team spends more time assembling the case than deciding it. None of this is hard work; there's just a lot of it, and it pulls people away from the questions that actually need them.
Why the obvious fixes fail
None of them are stupid. They fail because the work itself stays manual — they just move who does it.
Hiring helps until the next sale or Ramadan rush, and then the queue is back. Most of what the new hires do is look up tracking numbers and paste statuses, which is work that doesn't need a person and doesn't make anyone better at their job.
Sending customers to a tracking page helps the ones who click it. Many still message, because the courier's status is vague, the page is in one language, or they want to change the delivery time. A link can't take a new address or confirm a COD order.
Phoning each cash-on-delivery customer before dispatch works when orders are few. As volume grows, the calls get skipped on busy days, which are exactly the days the risky orders come in, and an unanswered call leaves the team guessing whether to ship.
What we build
The honey step is where a person stays in control. Everything else is the typing and checking the system does for you.
Engineering decision. Every answer comes from your store and courier data, not from guesswork, and the assistant never issues a refund. Return and refund decisions, complaints and anything unusual go to your team as a complete case for a person to approve.
The system connects to your Shopify or WooCommerce store and, where the courier offers it, to their tracking API. Every order, its items, payment method, address and fulfilment status are available to the assistant without anyone copying them across.
When a cash-on-delivery order is placed, the customer gets a WhatsApp message with the order summary, total and address and is asked to confirm, change or cancel. Confirmed orders are tagged for dispatch; unanswered ones follow your rule, such as a reminder and then a call from your team.
If the address is missing the area, building, villa number or a landmark, or doesn't match the emirate on the order, the assistant asks the customer to fill the gap and share a location pin. The corrected address and pin are written back to the order for the courier.
"Where is my order?" is answered from your store and the courier's status, in Arabic or English, with the tracking link. Simple changes such as a different delivery time or contact number are passed to the courier or your team in the format they need.
Return and exchange requests are collected in one place: order number, item, reason and photos, checked against your returns window and policy. Your team receives a complete case instead of piecing one together from scattered messages.
Refunds, exchanges outside policy, damaged-item claims, complaints and anyone who asks for a person go to your team with the order and conversation attached. The assistant doesn't move money and doesn't promise what the courier hasn't confirmed.
We confirm your store platform, couriers and helpdesk during scoping. The system commonly touches:
Engineering decisions
What the fixed price covers, and the things we will not build. Both are written into the scope before we start.
In scope
Not in scope
What you get
Most order-support systems go live in about two to four weeks. What moves it inside that range is your store platform, how many couriers you use and what their tracking exposes, whether returns are in scope, and WhatsApp template approval. No hourly billing, no surprises.
A short call, then we document how order questions, COD orders and returns are handled today — including the exceptions and the workarounds people built around it. You get a written scope, acceptance criteria and a fixed price before any build begins.
You get: Scope + fixed quote
WhatsApp Cloud API, Shopify, WooCommerce and the rest of your stack — no rip-and-replace. Outputs are structured and checked against your own data, not trusted blindly.
You get: Working system on your stack
The human step is tested with the people who will own it before anything goes out. Logging and alerts so problems surface early, documentation your team can read, and you own the code and the accounts.
You get: Approval gate, monitoring, full ownership
Tell us which platform and couriers you use and what fills your inbox. We reply within one business day, and the price is fixed after a free scoping conversation.
Questions owners ask
If yours isn't here, send it on WhatsApp and you will get a straight reply.
Prefer a form? Contact pageIt can integrate with Shopify and WooCommerce through their standard APIs, and with other platforms used in the region where they offer API or webhook access. For tracking, it reads the status from your courier's tracking API or from the fulfilment data your store already holds. Couriers differ in what they expose, so we confirm each one during scoping rather than promising a list.
Related solutions
Services behind this build
Each service page lists exactly what is included and the questions owners ask before they start.