Frequently Asked Questions

Kartwise is an AI chat assistant you add to your Shopify store. It answers customer questions about products, shipping, and policies using your own catalog and store content, and finds matching products right inside the chat.

No. Kartwise installs from the Shopify App Store like any other app, and the chat widget is added through the Shopify theme editor — no code required.

Yes. Kartwise adds itself as a theme app block, so it works with Online Store 2.0 themes without any custom development.

After you install the app, it automatically scans your products and store policies and asks you a few quick questions to personalize the assistant. Most stores are live the same day.

Yes. Pick from several chat personalities — Friendly & Professional, Enthusiastic, Personal & Empathetic, Product Expert, and more — plus custom colors, greetings, and quick-action buttons.

Yes. Add, edit, or remove FAQ entries from your dashboard at any time, and link existing Shopify pages (like Shipping or Returns) so the assistant can reference them directly.

It hands the conversation to your team with context — what the customer already said, plus any order or claim — so nobody has to repeat themselves. Shopify Inbox and Tidio are built in: the summary is sent automatically in Tidio and copied for Shopify Inbox. Gorgias, Zendesk, Intercom, Crisp, LiveChat and others are connected for you on Starter and up. Customers can edit the message before it’s sent, and call-back requests include their phone number.

Yes, on Growth and up. Customers report damaged, missing or wrong items, or ask for a return, refund or warranty, through a claim form with photos, and get a claim reference they can ask about later. Your team handles the claim in the app: create a Shopify return, approve or decline it, and refund with an exact preview. Staff approve every refund — the AI never promises one.

Yes, on Starter and up. SKUs, barcodes, part numbers, model numbers and product codes are matched exactly first, before AI search. For “will it fit?” questions it only confirms a fit when the product details list that model — it never guesses.

Every plan includes the floating chat bubble. On Pro you also get extra placements: an inline search companion, a contextual assistant that adapts to the page a customer is on, and a dedicated FAQ answer bot.

Everything for your store — settings, FAQ entries, conversations, claims and claim photos, and the product search index — is deleted when Shopify sends its shop-erasure request, 48 hours after you uninstall.

Chats are kept for 90 days after the last message. Claim photos are deleted 2 weeks after a claim is closed, or 30 days after it’s archived. Claims are archived after 60 days without activity and deleted a year after that. Card numbers are stripped from messages, chat transcripts shown to your staff are redacted, and staff access to customer data is logged. Full retention table →

OpenAI. Under OpenAI’s API terms, data sent through the API isn’t used to train their models.

No. Each store’s products, conversations, and settings are kept separate and are never shared with other merchants.

See our full privacy policy for details on what’s collected, why, and how it’s protected. Read the Privacy Policy →

There are four plans: Free (50 AI chats/month), Starter ($19/month, 500 chats), Growth ($49/month, 2,000 chats), and Pro ($99/month, 5,000 chats). Paid plans can also be billed yearly. Full details are on our pricing page. See pricing →

Yes — try the live demo to see Kartwise answering real questions on a sample store. Try the live demo →

Reach out and we’ll get back to you directly. Contact us →