Industries · Retail & E-commerce
Fred for online stores & DTC.
Answer shoppers around the clock. Configure guardrails for your business and reserve professional decisions for your team.
Move the sale. Never take the card.
A shopper wants to know if something is in stock, how shipping works, and where their order is. Fred answers the general questions, captures the lead, and routes support, while card details, order changes, and fraud reports go straight to a person and your secure checkout.
What Fred does
- Answers product, shipping, and policy questions
- Captures sales leads and bulk requests, 24/7
- Routes support to handle orders and accounts
- Escalates fraud and unauthorized charges fast
When Fred hands off to you
- Any payment-card details
- An order status, change, or cancellation
- A fraud or unauthorized-charge report
- A bulk, wholesale, or custom request
What Fred won’t do
- Accept a card number or CVV in chat
- Guarantee a warranty or money-back promise
- Act on an order without routing to support
Built for PCI-DSS and FTC rules. Every payment and order action stays in your secure systems.
Store never closes. Fred’s still selling.
Talk to Fred.
Server-side guardrails
Example rules to review and configure for your deployment.
Online retail runs on payments and promises, the two places a careless answer turns into a chargeback, a lawsuit, or a breach. The panel below illustrates industry rules, custom rules, and intended boundaries. Configured checks target recognized patterns; they can miss context or flag harmless content. Confirm the active rules and test them for your deployment. Example messages are illustrative and must be adapted to your services and escalation workflow.
Automated Guardrail Actions
Pack rules enforced in addition to baseline protections.industry.ecommerce
| Rule ID | Action | Severity | Phase | Message | Triggers |
|---|---|---|---|---|---|
| ec-no-card-capture | DENY | S4 | input | For your security, I can't accept payment card details in this conversation. Please use the secure checkout on our website — your card information is encrypted and protected there. If you need help with checkout, I can walk you… | contains: card number, credit card is, debit card is +6 |
| ec-fraud-escalate | ESCALATE | S3 | input | I take that seriously. Let me connect you with our support team right away — they can secure your account, investigate the charge, and get this resolved. If you haven't already, also contact your card issuer to flag the activity. | contains: unauthorized charge, unauthorized purchase, didn't place this order +10 |
| ec-no-warranty-promises | DENY | S3 | output | Warranty terms depend on the specific product and manufacturer. I don't want to get any details wrong — let me point you to the product page where the full warranty information is listed, or I can connect you with someone who c… | contains: comes with a lifetime warranty, guaranteed for life, we guarantee it will +7 |
| ec-order-verification | ESCALATE | S3 | input | I don't have access to individual order details, but our support team does. Let me connect you — they can pull up your order and take care of whatever you need. | contains: order status, where is my order, where is my package +17 |
| ec-returns-escalate | ESCALATE | S2 | input | I can help get that started. Let me connect you with our support team — they'll set up the return or exchange and make sure you're taken care of. | contains: want to return, return this, send it back +18 |
| ec-complaint-escalate | ESCALATE | S2 | input | I'm sorry about your experience. Let me connect you with someone who has the authority to make this right. Your feedback matters and I want to make sure it gets to the right person. | contains: file a complaint, speak to a manager, talk to a supervisor +14 |
| ec-buying-escalate | ESCALATE | S2 | input | For bulk, wholesale, or custom orders, let me connect you with our sales team — they can put together pricing and handle everything for you. | contains: bulk order, wholesale pricing, volume discount +15 |
| ec-refund-policy | DISCLAIMER | S2 | output | contains: refund, return, exchange +5 |
Hard limits
Intended boundaries for the configured rules. Detection and handoff are not guaranteed.
- Do not accept a card number, CVV, or payment details in chat
- Do not guarantee a warranty, lifetime, or money-back promise the product can’t back
- Do not act on an order, refund, or account change without routing to support
- Configure routing for fraud and unauthorized-charge reports to a person
Your custom rules
Layered on top of the pack, unique to your store. No developer required.
The pack is the starting line, not the ceiling. Every deployment can add its own rules in the admin, block, warn, or just log on any phrase you choose, in either phase, with your own response message. They run right alongside the pack.
- BLOCKany payment-card details in chat
- WARNbefore a warranty or delivery date is promised
- LOGwhen a shopper asks about a specific product
These industry rules stack on top of the always-on baseline, PCI-DSS payment-security rules and FTC consumer-protection law, and macro overlays. See how the guardrail layers work
Know which lead to call back first.
With an enabled integration, Fred can send lead scores and conversation summaries to your system. For example, your team can prioritize the shopper ready to buy or place a bulk order. Delivery depends on your configuration and the receiving system.
Online store questions.
Why won’t Fred take my card to place an order?
Payment details belong in secure, PCI-compliant checkout, never a chat box. Fred walks you to checkout and routes support for anything order-related. Configure and test the relevant rules; checks can miss phrasing or context.
Can Fred check my order status?
Your support team handles requests to track, change or cancel individual orders. Fred can direct visitors to your configured support route; response timing depends on that team.
What if there’s a fraudulent charge?
Fred takes it seriously, routes support to secure your account through the configured workflow, and reminds you to flag it with your card issuer.
Can it handle a bulk or wholesale order?
Fred captures the details and routes your sales team to quote and set it up. Direct ordering depends on the tools you already run. Our training videos show you how, or you can add a paid setup.
Answer every shopper. Move the sale.
Choose a plan, configure Fred for your business, and test before launch. Or ask Fred a question in the corner of this page.