// ai receptionist · online shop
AI receptionist for your online shop
Callers to a online shop ring about where is my order, returns and refunds and faulty items and warranty. LineHQ's AI receptionist answers in your name within a couple of seconds, asks the questions you would ask, takes the name and number, and passes on a message a person can act on. It never quotes a price you have not given it, and a real emergency gets the right advice, not a sales pitch.
// the short answer
Hear it now: call 020 4634 7131 and press 4 to be answered as a online shop. The AI receptionist is included on the Reception plan: 60 minutes included, about 30 answered calls, then prepaid minute bundles or 15p a minute.
Last reviewed October 2026
Where is my order
Checking on an order that has not arrived yet. A person looks it up and rings or messages back with the latest; nothing is confirmed on this call.
Returns and refunds
Sending something back and getting a refund. A person explains the returns process and confirms when the refund is on its way.
Faulty items and warranty
Something that has stopped working or arrived faulty. A person checks the warranty and arranges a repair, replacement or refund.
Damaged or wrong item
A parcel that arrived damaged, or the wrong item or size inside. A person arranges the replacement.
// what it asks
The questions a online shop would ask, asked for you
The starter pack gives the receptionist your trade's triage questions and the signs that a call is urgent. An urgent call gets the caller's name and number first and a promise that a person will ring back straight away.
They are asking where their order is
It asks, one at a time: "What is your order number, or the name and email on the order?" "Roughly when did you place it?" "What is the best number or email to come back to you on?"
They want to return something or ask about a refund
It asks, one at a time: "What is your order number, and what are you sending back?" "Is it unopened, faulty, or a change of mind?" "Has it already been posted back, and if so when?"
Something has stopped working or arrived faulty
It asks, one at a time: "What is the item, and roughly when did you buy it?" "What is it doing, or not doing?" "Is it safe to use, or is it overheating, sparking or leaking?"
The parcel arrived damaged, wrong or with something missing
It asks, one at a time: "What is your order number?" "What did you order, and what actually arrived?" "Do you still have the packaging, and could you send a photo?"
Frequently asked questions
A caller asks: "Where is my order?"
The receptionist says: "A person will look it up and come back to you with the latest. Tell me your order number if you have it, the name on the order and the best number or email to reach you on."
A caller asks: "How do I return something?"
The receptionist says: "A person will send you the returns instructions. Tell me your order number, what you are sending back and whether it is unopened, faulty or a change of mind."
A caller asks: "When will I get my refund?"
The receptionist says: "A person will check where your return is and confirm when the refund is on its way. Tell me your order number and the name on the order."
A caller asks: "It has stopped working. Is it under warranty?"
The receptionist says: "A person will check the warranty on your order and arrange a repair, replacement or refund. Tell me your order number, roughly when you bought it and what it is doing."
A caller asks: "It arrived damaged."
The receptionist says: "I am sorry about that. Keep the packaging and take a photo if you can. Tell me your order number and a person will arrange a replacement."
A caller asks: "I was sent the wrong item."
The receptionist says: "I am sorry about that. Tell me your order number, what you ordered and what arrived, and a person will sort out the right one."
A caller asks: "Can I change the delivery address?"
The receptionist says: "A person will check whether the order has been sent yet. Tell me your order number and the address you would like it sent to."
A caller asks: "Can I cancel my order?"
The receptionist says: "A person will check whether it is still in time. Tell me your order number and the name on the order."
What will it never do for a online shop?
It never handles confirming a refund or approving a return on this call, confirming a delivery date or where a parcel is right now, sending a replacement on this call, taking card details or a payment over the phone and changing an order on this call. Anything it cannot answer becomes a message with the caller's name and number.
How much does the AI receptionist cost?
It is included on the Reception plan: 60 minutes included, about 30 answered calls. After that you can buy a prepaid bundle of minutes or pay 15p a minute from calling credit. Scale includes 200 minutes, about 100 answered calls.
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