Email received
Every inbound message lands in one queue — email, WhatsApp, Instagram and Facebook.
AI CUSTOMER SERVICE FOR ONLINE STORES Your customer writes.
Your customer writes.
Sondercase resolves.
AI-native post-purchase for D2C brands. It autonomously handles returns, warranty claims, and “where is my order” — with real actions in your store. EU-native, with flat, predictable pricing.
30 seconds · no signup · publicly available store data only
68% automation at onnoa.de — live in 14 days
INBOUND · EMAIL
“My order #1247 hasn’t arrived — it’s been 5 days. Can you help?”
Sondercase reasoning · WISMO · conf 94%
AUTONOMOUS ACTIONS
✓ Tracking pulled · DHL · last scan Bremen
✓ Delivery estimate calculated from carrier data
✓ Reassurance reply sent to customer
resolved autonomously2.3s
68% AUTOMATION AT ONNOA.DE €4,247 SAVED / MONTH 14 DAYS FROM ZERO TO PROD
Post-purchase is where your margin dies.
Ticket volume 01
30–50%
of support tickets are “where is my order” — repetitive, easy, but time-eating.
Tool stack 02
≈ €5,000 /mo
Gorgias + Loop + Claimlane + 1 FTE — for something that should be one system.
Cost-per-case 03
€5–15
to resolve a single case manually. Multiply by your volume.
The console
See for yourself.
The Reviews inbox your team works in — every message classified, the order pulled, a reply drafted before anyone opens it. Click a case.
Search Reviews
All Archived Customers + Date After + Category
Empfehlung für Laserpointer Draft General Messages
Regarding your SmartTimer order Draft Order Tracking
Wrong size — return request Draft Cancellations & Returns
Add a lightning-trigger mode Draft Feature Requests
Received item — not working Approval Product Issues
Bernhard Tousek 5 Jul 2026, 20:40
Hallo,
ich habe Euer Teil gerade erworben und freue mich auf den Einsatz. Könnt ihr mir bitte konkrete Komponenten für eine Lichtschranke empfehlen?
Vielen Dank und alles Gute für Euer Business!
LG Bernhard Tousek
Brannon Martin 5 Jul 2026, 21:02
Hi, it's been 5 days since my SmartTimer order shipped and the tracking hasn't updated. Can you check where my parcel is?
Emma Ross 5 Jul 2026, 20:38
The runners I ordered are a size too small. I would like to return them for a refund, please.
Bob Cannon 5 Jul 2026, 20:35
Hi, I recently purchased an ONNOA pro and would love a dedicated lightning-trigger mode for storm photography. Is that on the roadmap?
Robin Lim 5 Jul 2026, 20:31
Hi, I received the item today and tested it and I'm not getting any signal from the trigger. Is it defective?
Rewrite Translate Shorten Tone Re-Run Sources Version
Hallo Bernhard, vielen Dank für deine Nachricht und für deinen Kauf, das freut uns sehr! Für eine Lichtschranke mit Laser musst du gar nicht besonders speziell einkaufen — ein ganz normaler einfacher Laserpointer funktioniert in der Regel schon sehr gut. In unseren bisherigen Tests haben alle Modelle problemlos funktioniert.
Hi Brannon — I checked order #28751: it shipped 4 days ago via DHL and the last scan was in Bremen, which is a routine delay. Delivery is expected within 24h. I've checked the tracking status and we're monitoring it so we're alerted the moment anything changes.
Hi Emma — no problem at all. You're within the 14-day return window, so I've created your return and emailed a prepaid label. Your refund is issued automatically the moment the parcel is scanned.
Hi Bob — great idea, and you're not the first to ask! A dedicated lightning mode is on our roadmap; I've logged your request against your order so we can let you know the moment it ships. In the meantime, the light-sensor mode works well for storms.
Hi Robin — sorry to hear that. It's covered under warranty, so I've prepared a repair-first offer with a prepaid label and a 12-month warranty extension. A teammate will confirm the goodwill option before it goes out.
THIS MONTH
0 cases resolved
0h saved
0% automated
1.8savg
Live demo
Try it on your own store.
Type your store domain. In seconds, see what Sondercase would do — no signup.
Domain Analysis Live case
Sample data ANALYZED
Estimated impact
Classification0.4s
Context lookup1.2s
Decision0.3s
Customer reply
Want this on every case?
More cases resolved, more hours back. Connect your store in a couple of clicks.
14-day trial · no card · cancel anytime
Pipeline
How it works.
Six stages, one pass — from inbound email to a resolved case. Autonomous by design, on your approval until you switch to full auto.
- 1inbound
- 20.4s
AI classifies
WISMO, return, warranty, cancellation — tagged with a confidence score.
- 31.2s
Context enriched
Order, tracking and customer history pulled live from your store and the carrier.
- 40.3s
Decision made
Refund, replace, reassure or escalate — decided against your policy, not a guess.
- 50.6s
Backend action
Refund in your store, return label, replacement order — executed for real.
- 62.3s
Customer replied
A written, on-brand reply — sent the moment you approve, or automatically once you switch it on.
Inbound to resolved in ~4.8s of machine time — every reply on your approval by default.
What we replace.
Capability
You today
Gorgias
Loop
Sondercase
WISMO responses
~ manual
✓ drafts
✗ no
✓ yes
Return labels
✗ none
✗ no
✓ portal
✓ yes
Warranty diagnosis
✗ none
✗ no
~ portal
✓ yes
Refund execution
~ manual
✗ no
~ manual
✓ yes
Multi-channel
~ partial
✓ yes
✗ no
✓ yes
EU carriers native
✗ none
~ addon
~ addon
✓ yes
Right-to-Repair-ready
✗ none
✗ no
✗ no
✓ yes
Sondercase
One platform. Returns + warranty + support, unified.
EU-native
Built for Europe.
GDPR by design. Your customers’ data is processed in the EU wherever a provider offers it; where a processor sits outside the EU (e.g. AI), it’s covered by EU Standard Contractual Clauses. A data processing agreement is concluded automatically at onboarding — and every subprocessor is named in our privacy policy.
- DATA
- GDPR-compliant, EU-first
- DPA
- Auto-concluded at onboarding
- TRACKING
- DHL, DPD, GLS & more
- PAYMENTS
- Stripe (PCI-DSS)
- THIRD COUNTRY
- Only via EU SCC / DPF
We built this because we needed it.
We run two hardware brands — ONNOA and LOVETALES. Every month, we lost 40+ hours to support tickets that felt identical. Every one required opening five tools. Every one cost us money.
We tried the existing solutions. They're either autopilots that don't act (Gorgias) or portals that don't resolve (Loop). Nothing combined AI decision-making with actual actions in your store.
So we built it. First for ourselves, now for you.
Justus Iserhagen · Co-founder & COO Jonas Hölzel · Co-founder & CTO Toni Kirscht · Co-founder & CEO
Fewer tickets. Kept margin.
We had support, returns and warranty spread across three tools and still never saw the whole case in one place. With Sondercase we were live in 10 days and switched the old stack off — around €2,900 a month saved, with faster replies than before.
Hermann K. · Founder Nordwerk −€2,900 / mo Honestly, 'where's my parcel' was the reason I had two people on support. We'd copy tracking numbers, check the DHL and DPD portals, then type the same reply — every single day. Sondercase pulls the tracking status itself now and reaches out on its own when a parcel is stuck, before the customer even writes. The WISMO cases that still reach a human I can count on one hand; it used to be a good 250 tickets a week.
Anna S. · Head of CX D2C fashion brand ~250 → <20 / wk Returns and warranty ran on separate tracks: the returns portal, the helpdesk, and an Excel sheet for warranty — constant copy-paste in between. For a defect we had to check if warranty still applied, generate a label, and adjust the order in the shop: three systems for one case. Sondercase does it in one pass now and writes the result straight back into Shopify. We timed it once — it used to be eleven, twelve minutes per case; now it’s barely two.
Felix B. · Operations Lead D2C home & living brand ~11 → ~2 min At some point I worked out what a ticket really costs us once you add agency hours and tool fees — we were at around €7. As volume grew, that was the line item eating our post-purchase margin month after month. With Sondercase we pay a flat rate instead of per seat and per ticket, and most cases are resolved without an agent. Spread across resolved cases, we’re now at about €1.50.
Tobias W. · Founder D2C beauty & skincare brand ~€7 → ~€1.50 Our support ran Monday to Friday, 9 to 5. Anything that came in evenings or weekends sat until Monday — and Sunday night is exactly when we do the most revenue. Whoever wrote then waited over twelve hours on average for a reply. Sondercase now handles the standard cases at night and on weekends too, without anyone of ours at a screen; on Monday we only see the cases that genuinely need a decision. First reply is usually out in under five minutes now.
Lea H. · Co-Founder & Head of Ops D2C sport & outdoor brand >12 h → <5 min Trust, safety & control
Automate as much as you trust. No more.
Control isn't a limitation here — it's the whole point. Every safeguard is on by default.
Approval by default
Auto-send is opt-in. Start with the AI only drafting, and switch categories to automatic one at a time as your trust grows.
Per-action review
Refunds, address changes and returns are always staged for review with a clear preview — unless you've explicitly automated them.
Ownership & identity guards
Before acting, the agent verifies the order actually belongs to the customer asking about it.
Spend & effort budgets
Every AI run is capped on tokens, tool calls and cost — so there are no runaway bills, ever.
Escalate to a human
When something is out of scope, the agent hands off cleanly to your team instead of guessing.
Tunable, on-brand voice
A Tone Profile keeps every reply consistent with how your brand actually sounds.
Simple, flat pricing.
Starter
Best for small stores getting started with AI support.
€29 €39 /mo
Billed annually — €348/yr · save €120/yr Billed monthly
Saves ~8 support hours/month
- 150 AI drafts / month
- 15 actions / month
- Enough for ~100 resolved cases/mo
- Personal support
14-day free trial · no credit card
Most popular
Growth
Best for growing stores automating most support tickets.
€69 €89 /mo
Billed annually — €828/yr · save €240/yr Billed monthly
Saves ~38 support hours/month
Everything in Starter, plus:
- 750 AI drafts / month
- 75 actions / month
- Enough for ~400 resolved cases/mo
- Priority support
14-day free trial · no credit card
Scale
Best for high-volume, multi-channel support teams.
€159 €199 /mo
Billed annually — €1,908/yr · save €480/yr Billed monthly
Saves ~125 support hours/month
Everything in Growth, plus:
- 2,500 AI drafts / month
- 250 actions / month
- Enough for ~1,500 resolved cases/mo
- Priority support, 7 days a week
- Guided setup & onboarding
14-day free trial · no credit card
Enterprise
For brands needing custom volume, security and SLAs.
Custom
Tailored to your volume.
- Custom AI drafts & actions
- Volume pricing
- Dedicated success manager
- Onboarding & migration help
- Custom SLA
14-day free trial · no credit card · 30-day money-back · cancel anytime · no setup fee
Every plan includes
- Email, WhatsApp, Instagram & Facebook
- Shopify & WooCommerce
- Refunds, cancellations & address changes — executed for you
- Order tracking & live shipping updates
- Replies in your customer's language
- Draft-for-approval or fully autonomous
- GDPR-compliant, EU data handling
- Team members included
An action = one executed step in your store (refund, cancellation, address change …)
Questions, answered.
What does Sondercase actually do?
Sondercase autonomously resolves post-purchase support cases end-to-end — returns, warranty claims, WISMO ("where is my order"), cancellations and address changes — including the real backend actions: refunds in your store, return labels, replacement orders. You only touch the cases that need a human.
What if the AI answers something wrong?
It can’t send anything you haven’t allowed. Every reply and every store action starts in draft mode: Sondercase proposes, you approve — with a confidence score and the reasoning shown. You switch a category to fully automatic only once you trust it, and refunds or other store actions always run under the rules you set. Anything the AI is unsure about is escalated to your team, never guessed.
Will my customers notice it’s AI?
Every reply follows your brand’s tone and wording, so it reads like your team wrote it. Nothing sends without your approval until you choose to enable auto-send for a category, and anything the AI is uncertain about is escalated to a human rather than guessed — so customers get an on-brand, accurate answer either way.
How long does setup take?
Minutes. You connect your store and your inbox through a guided setup — no engineering, no migration. The AI starts drafting resolutions immediately; you review and approve them, and switch categories to auto-send whenever you’re ready.
How is this different from Gorgias or Loop?
Gorgias drafts replies but does not act; Loop is a returns portal that does not resolve support. Sondercase combines AI decision-making with real store actions in one EU-native platform — returns, warranty and support unified, with flat, predictable pricing.
Do I have to sign up to try it?
No. Enter your store domain and, in seconds, you see an analysis of your store and a real support case resolved live — no account, using only publicly available store data.
Is it safe and GDPR-compliant?
Yes. Sondercase is EU-native by design: GDPR-compliant data handling with EU-first processing, a data processing agreement concluded automatically at onboarding, and any third-country processor (e.g. AI) covered by EU Standard Contractual Clauses. Every subprocessor is named in our privacy policy.
Which stores and channels does it connect to?
Shopify and WooCommerce, with email, WhatsApp, Instagram and Facebook — all included in every plan. It reads live orders, tracking and customer history to resolve each case with the customer’s real details.
How does the free trial work?
You get 14 days free, no credit card required, and you can cancel anytime. You start in draft mode, so every reply and store action is proposed for your approval — you see exactly how Sondercase would resolve your real cases before you commit to a plan.
What happens if I go over my monthly quota?
Nothing breaks. Your quota of AI-drafted replies and executed store actions resets each billing cycle, and if you’re consistently near the limit you can upgrade to a higher tier at any time — the change takes effect right away. We’d rather you scale up than have cases go unhandled.
Can I cancel later — and what happens to my data?
Yes. You can cancel at any time; monthly plans have no minimum term and you keep access until the end of your billing period. Your data stays yours — under GDPR you can request a full export (data portability) or deletion whenever you want, and because setup needs no migration, moving away is as low-friction as getting started.
What does it cost?
Flat monthly tiers: Starter €39/mo (€29 billed yearly), Growth €89/mo (€69) and Scale €199/mo (€159), plus Enterprise for custom volume. Each tier includes a monthly quota of AI-drafted replies and executed store actions — for example Growth covers 750 drafts and 75 actions. 14-day free trial, no credit card, cancel anytime.
See it work on your shop.
30 seconds. No signup. Publicly available store data only.
Rather talk first? Book a 30-min call Contact sales