Handle product questions, size changes and returns on WhatsApp

Fit, fabric and sizing questions are constant in fashion, and answering them from a personal phone or a generic shared inbox means no one can see the order behind the question.

• A shopper asks if a dress runs small, and the answer depends on someone remembering the item instead of checking real stock and variant data
• A size-exchange request loses track of the original order number somewhere between a direct message and a spreadsheet
• A return is promised a refund date nobody can actually confirm because no one has the order status open
• A staff member's personal WhatsApp holds order photos and complaints no one else can see once they're offline

1. 1

   Shopper asks a question

   A product, fit or fabric question comes in over WhatsApp.

2. 2

   Catalog is checked

   The agent checks the live-synced variant, price and stock data before answering.

3. 3

   Unknown stays unknown

   If the catalog doesn't have the answer — a fit note not in the data, for instance — the question is escalated rather than guessed at.

4. 4

   Exchange or return is logged

   A size exchange or return becomes a tracked ticket tied to the original order.

5. 5

   Status is visible

   The customer can ask about the ticket status at any point; the refund or exchange itself completes on the store's platform.

Every product question, exchange and return with its order context beside it.

• A live-synced catalog snapshot — variant, price and stock — beside every product question
• Order history attached to the customer's conversation, not a separate lookup
• A queue of open exchange and return tickets, each with a status and an owner
• Escalated questions flagged for a staff member instead of answered with a guess

Morasel does not process the refund or ship a replacement itself. A return or exchange becomes a tracked ticket with order context, and the store completes the refund, exchange or reshipment in its own platform.