Resolve Customer Issues Before They Become Refund Requests
Sift classifies order issues, extracts tracking numbers, and identifies product defects from customer messages so your support team resolves tickets 5x faster.
78%
Ticket resolution time reduction
3.4x
First-reply accuracy improvement
97%
Order detail extraction accuracy
The intake problem in e-commerce
- Customers describe order problems in emotional language without including order numbers or specifics
- Support agents waste time asking for basic details that were buried in the original message
- Return and refund requests need product, reason, and order data pulled from unstructured complaints
- High-volume periods (BFCM, holidays) overwhelm manual triage and slow resolution times
See how Sift handles e-commerce intake
What users type
What you get
Amanda Torres
WH-89234
Navy Blue Wool Peacoat, ordered Medium, received XL
Wrong item / Size mismatch
$201.99 ($189 + $12.99 shipping)
Full refund including shipping; free return label
Very Negative
4-year customer, prior order issue (leather gloves, October)
Recommended form fields for e-commerce
Recommended Form Fields
Matches to the customer account for order lookup
Instant order lookup without asking the customer to repeat it
Routes to the right resolution workflow (return, replace, refund)
Identifies the SKU for inventory and quality tracking
Tells the agent exactly what the customer wants before opening the ticket
Prioritizes angry customers and at-risk accounts in the queue
Primary contact for return labels, refund confirmations, and follow-up
Frequently asked questions
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Templates
Use Cases
Sift analyses free-text support tickets in real time, extracts priority, category, and sentiment, and routes them to the correct team instantly.
Lead CaptureSift extracts intent, budget signals, and urgency from free-text lead forms, then scores and enriches every submission so sales can prioritise instantly.
Complaint HandlingSift analyses customer complaints to extract the core issue, severity, desired resolution, and emotional tone so your team can respond with precision and empathy.