A small online store gets the same few questions all day: when will it arrive, can I send it back, which size do I need, do you ship to my country. The answers are on your website and in replies you wrote last week, but each email still gets typed again. ReplyPen writes that reply for you and leaves the send button to you.
Which webshop questions can ReplyPen answer from day one?
The ones your store answers the same way for every customer. During setup ReplyPen reads your website’s public pages, and it learns from the replies you send, so policy answers do not wait for you to teach them one email at a time:
| Question | Where the answer comes from |
|---|---|
| Delivery time | Your shipping page and your past replies |
| Delivery countries | Your shipping page or terms |
| Returns | Your returns page: the window, the condition, who pays the postage |
| Sizes and fit | Your product pages and size guides |
| Materials | Your product pages: ingredients, materials, care instructions |
| One order | Your store’s order data: see below |
If a page is missing or out of date, the Draft shows it: the Check note names the page it used, or none at all. Fix the page once and every later Draft follows it.
Can ReplyPen answer “where is my order?”
Not from your website alone. The status of one order lives in your store, not on a public page. Without it, a Draft can only repeat what your shipping page says about delivery times and tracking, and you add the order’s status before sending.
Connecting a Shopify store as a data source, so a Draft can look up the order a customer asks about, is not available yet: we are waiting for Shopify’s app review. When it is, ReplyPen will read the order and never change it.
Where does the knowledge that only lives in your mailbox go?
Most stores have answers that are on no page: the courier that is slow to one country, the product that runs small, the exception you make for a damaged parcel. Today those answers exist only in emails you sent. ReplyPen learns them from the replies you send and from each correction you make to a Draft, and lists what it learned in plain language in Memory, where you can check it and fix it.
Can it reply to customers in German, French or Dutch?
Yes. A customer who writes in German gets a German Draft, one who writes in French gets a French one, even when your website is only in English or Dutch. Your prices, delivery times and return window stay the same in every language, because they come from the same pages.
Which emails in a store’s inbox get no Draft?
A webshop inbox fills up with mail nobody should answer: payment notifications, carrier updates, marketplace messages, supplier newsletters. ReplyPen skips automated mail and newsletters by default. For the rest, add a Rule that never drafts for a sender or domain, such as your payment provider, or always drafts for one, such as your wholesale customers.
Is ReplyPen a helpdesk for online stores?
No. It writes Drafts in the Gmail or Outlook mailbox you already answer from, and your store, your mailbox and your routine stay as they are. It has no ticket queue, no live chat on your store and no order dashboard. Many small stores run support from one mailbox, and that is where ReplyPen fits.
How is ReplyPen priced for a small store?
By conversation, not by order or by seat. The first 7 days are free. After that you pay €0.25 per conversation, so the bill follows your season: a sale week costs more, January less. The pricing section has an estimate for your volume.