CaseKit Order Replies

An order question. A useful reply. In seconds.

CaseKit adds a compact Reply Assistant to your WooCommerce order screens and a full workspace under WooCommerce > Reply Assistant. Choose an order, paste the customer’s question and click Draft reply. You get an editable answer with the customer’s first name, a localized greeting and a closing. Open Order facts to review the supporting record.

Made for everyday order support

• Five reply languages: English, French, Spanish, German and Italian.
• Order facts at hand: status, recorded refunds, items and stored tracking details when available.
• Customer questions covered: order status, tracking, refunds, cancellation, changes and item problems.
• Less searching: match a pasted order number to a recent order, with your store’s order prefix.
• Your store rules: set a default language, processing and refund times, return rules and staff policy notes.
• Your existing workflow: edit and copy into Gmail, email or your help desk. You remain in control of sending.
• Modern WooCommerce support: compatible with HPOS and legacy order storage through WooCommerce order APIs.

Unlimited replies on your site

Draft reply runs entirely on your WordPress site. All built-in topics, languages, order matching, store rules, editing and copying are free and unlimited, without an account or service connection. Leave the message blank for a status reply. Local replies remain available when the optional service is disconnected, unavailable or its allowance is exhausted.

Optional CaseKit guidance

After a local draft, open Optional AI guidance to read the disclosure and choose Draft with AI guidance. This separate hosted service classifies the question and concern, selects a reply grounded in the order and may add a short acknowledgment in the chosen language.

• Free: 25 successful hosted AI-guided drafts per UTC calendar month.
• Pro: unlimited monthly hosted AI-guided drafts, with the saved tone used during inference. Short security rate limits still apply.

Service plans do not restrict any local plugin functionality. Pro is $19 USD per month or $190 USD per year for one WooCommerce site. Paid subscriptions renew automatically until cancelled. Only a WooCommerce manager can use Upgrade to Pro or Manage Pro; this explicit action connects the site if necessary and opens a short-lived, site-bound CaseKit billing page, where PayPal handles subscription approval. Installing the plugin or opening its admin pages does not start a purchase. Pro demos remain separately managed by CaseKit. The plugin does not collect payment details or install an updater. Disconnecting or uninstalling CaseKit does not cancel a PayPal subscription; cancel through Manage Pro or PayPal automatic payments first.

CaseKit drafts replies from the available order record. It does not verify live carrier events, read a mailbox, send email, issue refunds or change orders. It does not guarantee that a store policy applies to a particular order. Review the facts before sending.

External service: CaseKit

The hosted CaseKit service at https://api.casekit.app/ is used only for the separate optional AI-guidance action and its service account management. It is not required for Draft reply, including customer-message replies. Activation and local drafting do not contact CaseKit. After the site connects through an explicit optional AI or billing action, opening an admin surface may refresh plan and usage information from CaseKit; that request contains no customer message or order details. Starting or managing a subscription sends a signed site identity to CaseKit without customer messages or WooCommerce order details.

The Optional AI guidance section discloses the data transfer before the separate action button. On the first explicit AI-guided draft request or manager-initiated Upgrade to Pro action, the plugin sends the public WordPress site URL and a random connection secret to CaseKit. CaseKit checks a public, nonce-specific proof endpoint on that site. The secret is stored in a WordPress option and encrypted in CaseKit’s Cloudflare database. Later requests are signed and replay protected.

Each AI-guided draft request sends the pasted customer message, language, saved tone and four short candidate replies to CaseKit over HTTPS. Candidate replies can include the selected order number, customer first name, WooCommerce status, item names, refund amount and tracking details when those fields exist. Do not paste unnecessary sensitive information into the message. CaseKit returns a selected draft and a temporary draft ID; it does not intentionally store message or draft text. Each successful AI-guided draft consumes one monthly use. Clicking Copy sends the draft ID for idempotent bookkeeping and does not consume another use. CaseKit stores site URL, connection state, monthly usage, temporary draft IDs, AI model/token/cost totals and operational audit data. A store manager can disconnect and delete its service account data under WooCommerce > CaseKit Settings.

Uninstall removes local settings and attempts service-account deletion. On multisite, local cleanup completes across sites before remote deletion begins; data still used by an active pre-release CaseKit plugin is preserved. Remote deletion is best effort. If the service is unreachable or uninstall is interrupted, email support@casekit.app with the affected site URLs.

To prevent reconnecting from resetting the Free allowance or bypassing an abuse restriction, CaseKit retains a keyed site fingerprint, the current month’s consumed allowance and a disabled flag when applicable after account deletion. This guard contains no plaintext site URL, connection secret or customer data. The allowance resets at the next UTC month; expired unrestricted guards are removed during later service activity. A disabled guard remains until CaseKit reviews the restriction.

CaseKit retains a keyed site fingerprint and minimal PayPal payment and subscription identifiers for financial records and to restore paid access after reconnection. This separate billing ledger contains no customer messages or WooCommerce order data. Financial records are not erased by Disconnect and delete account data; email support@casekit.app for billing or privacy questions.

CaseKit’s WooCommerce terms and WooCommerce privacy policy describe the service and data handling.

External service: OpenAI

For AI-guided drafts, CaseKit sends the pasted customer message to OpenAI’s Responses API to classify intent and level of concern. For Pro sites, the saved tone may also be sent, limited to 200 characters. It does not deliberately send the four candidate replies or order record to OpenAI; however, anything included in the pasted message is sent. The request asks OpenAI not to store the response. OpenAI may process data under its own service terms and retention rules. CaseKit uses the returned categories to select a locally prepared factual reply and a fixed acknowledgment; OpenAI does not write order facts. Review OpenAI’s privacy policy and API terms.