Cut Return Disputes by 45%
& Gave 24/7 Friendly
Phone Support
Without adding a single staff member — for a premium Japanese skincare brand built on trust and loyalty.
About the Brand
Mirai Clinical is a premium skincare brand offering natural anti-aging solutions, with a strong focus on customer trust and long-term subscription-based sales.
The Challenges
Unreliable Delivery Proof (Revenue Risk)
Delivery partners uploaded package images in Shopify order comments. However, over time, Shopify-hosted image links frequently expired or returned 404 errors due to CDN changes.
- No reliable way to verify package condition during 90-day return claims
- Inability to match returned items with original deliveries
- Increased disputes, refunds, and revenue leakage
High-Volume Phone Support (Operational Cost)
The brand serves a mature customer base that prefers phone communication over digital channels. Customers frequently called for:
- Order status updates
- Subscription details
- Product information
- Placing orders manually
To manage this demand, the company required a 24/7 support team, significantly increasing operational costs for largely repetitive queries.
Our Solution
We designed and implemented a custom Laravel-based middleware system that acts as a bridge between Shopify, subscription services, and AI-driven voice automation.
Delivery Verification System
To solve the delivery proof issue, we built a reliable and structured pipeline:
- 1Captured tagged delivery images from Shopify order comments
- 2Downloaded and stored images securely on a private server
- 3Stored structured metadata: Order ID, customer info, delivery date, image reference
- 4Sent proof-of-delivery emails using SendGrid
- 5Auto-removed records older than 90 days for system performance
AI Voice Support System (24/7)
To reduce support load, we implemented an AI-powered phone assistant integrated through middleware:
AI receives customer queries via phone
Middleware translates to Shopify / subscription API calls
Real-time data is fetched and returned
AI responds naturally to the customer
AI Capabilities
Smart Phone Ordering Flow
AI creates a cart via Shopify
Generates a checkout link
Sends link via SMS (Twilio)
Customer completes checkout
Subscription Integration
The system integrates directly with Loop Subscriptions API. Through middleware, the AI can fetch subscription details, modify plans, cancel or update subscriptions — all processed in real time and communicated instantly during the call.
Results
Reduction in return disputes
Calls handled automatically
Support without extra hiring
Delivery verification system
Business Impact
Protect revenue by eliminating false claims
Reduce operational costs associated with support teams
Improve experience for phone-first customers
Scale customer support without additional hiring
Technology Stack
Final Outcome
Before
- Unreliable delivery verification
- Manual, resource-heavy support
- 45% return dispute rate
After
- Automated delivery proofs
- 60% calls handled by AI
- Scalable, cost-efficient support
Summary
This case study demonstrates how combining middleware architecture with AI automation can solve both operational and customer experience challenges — without replacing existing platforms like Shopify.
Frequently Asked Questions
Mirai Clinical implemented a delivery verification system with permanent proof-of-delivery records, including images and structured metadata. This eliminated reliance on temporary Shopify links and gave support teams instant, verifiable evidence, dramatically reducing false claims and speeding up dispute resolution.
✦ 45% fewer return and refund disputes.
The AI voice system automates high-volume, repetitive customer queries, including:
- Order tracking and delivery status
- Subscription management (pause, skip, cancel)
- Product inquiries
- Cart creation and checkout link delivery via SMS
This ensures customers receive instant responses 24/7 without waiting for human agents.
✦ 60% of support calls fully automated.
No. The system is designed to handle repetitive and time-consuming queries, allowing your team to focus on complex issues, high-value interactions, and customer retention.
It acts as a way to scale your support operations without increasing headcount, rather than replacing your existing team.
Yes. This solution is especially effective for stores with high order volume, frequent order status inquiries, subscription-based products, or phone-based customer support.
It integrates directly with Shopify and can be customized to match your existing workflows.
A working version can typically be deployed within 2 to 4 weeks, depending on your Shopify setup, subscription integrations, and any custom workflow requirements.
The solution is designed to integrate with your current system without requiring a complete rebuild.
While results vary, Mirai Clinical achieved a 45% reduction in disputes and automated 60% of support calls. Additional benefits included lower operational costs and faster response times.
The primary return on investment comes from cost savings and improved customer experience.
No. This solution is highly valuable for growing brands that need to scale support without expanding their team. It is particularly useful for businesses experiencing rapid growth and increasing customer support demand.