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Self-Service Portal
Let customers resolve it themselves — without opening a ticket
Mech's Self-Service Portal lives inside your chat widget, giving customers the power to track orders, file returns, report issues, and cancel orders — 24/7, no agent required. Your team only hears from customers when it actually matters.
01.
Order tracking, straight from the chat widget
Customers click "Track my order" in your chat widget, sign in with their email, and see their recent orders and live shipping status instantly — powered by real-time Shopify data. No email thread. No agent needed. No waiting.
See how tracking works
02.
Returns and cancellations on autopilot
Customers can initiate a return, select a reason, upload a photo, and submit — all from within the widget. Mech integrates directly with Loop Returns so return requests flow straight into your existing returns workflow. Cancel order flows work the same way.
See the Loop Returns integration
03.
You control exactly what customers can do
From the Mech settings panel, merchants can enable or disable each self-service section individually — tracking, returns, cancellations, issue reporting. Customize button labels, reason lists, and confirmation messages. A live preview shows exactly what customers see as you make changes.
Explore merchant settings
04.
Live Shopify data, every time
The Self-Service Portal pulls order status, fulfillment data, and product details directly from Shopify — so customers always see accurate, current information. No stale data. No manual syncing required.
See Shopify integrationThe self-service portal your customers will actually use
Set up in minutes. Runs 24/7. Configurable to fit your exact store workflow.
Order Tracking
Live shipping status pulled from Shopify
Self-Service Returns
Initiate returns without contacting support
Order Cancellation
Customers cancel eligible orders themselves
Loop Returns Integration
Return requests flow directly into Loop
Merchant Customization
Control every label, reason, and toggle
Live Widget Preview
See changes in real time before publishing
Frequently Asked Questions
- Can customers resolve issues without ever contacting an agent?
Yes — that's the entire point. Customers who use Self-Service to track an order, file a return, or cancel an order never need to open a ticket. Agents only get involved if the issue falls outside the self-service flows you've enabled.
- What actions can customers take on their own?
Customers can track order status and shipping, initiate returns with reason selection and photo upload, report issues with structured input, and cancel eligible orders — all from within the Mech chat widget on your store.
- Does Mech integrate with Loop Returns?
Yes. When Loop Returns is connected, return requests submitted through the Self-Service Portal flow directly into your Loop workflow, exactly as if the customer had used the Loop portal directly.
- Can I control which self-service options my customers see?
Fully. From the Self-Service settings page you can enable or disable each section individually, customize button labels and confirmation messages, and manage reason lists — with a live preview showing exactly what customers will see.
- Does Self-Service require Shopify to be connected?
Yes. The Self-Service Portal is powered by live Shopify data — order status and fulfillment details are pulled directly from your store. The portal will only appear once your Shopify store is connected.
- Will this actually reduce my ticket volume?
Merchants using Mech's Self-Service Portal see a consistent reduction in tickets for the most common support requests — order status, returns, and cancellations — which are typically the highest-volume, lowest-value tickets in any Shopify support queue.
Client feedback
“Managing customer support across multiple clients felt impossible before Mech. The AI Agent handles routine inquiries automatically, and our team gets full conversation context without switching between tools. It completely changed how we run support.”
L
Larry
CEO, Co-Founder
“As a company that works with ecommerce brands daily, we know how painful order management can be for support teams. Mech's self-service portal lets our clients' customers resolve order issues on their own — it's become one of our favorite features to use.”
N
Nalin
COO, Co-Founder
“Every helpdesk we tried punished us for growing — more tickets meant a bigger bill. Mech changed that. One flat price, unlimited everything. We scaled our store without once worrying about what our support software would cost us that month.”
W
Wayne
Director of eCommerceStop losing customers to slow support. Start with Mech today.
7-day free trial. No credit card required.
