There isn’t one single “best” workflow bot for every ecommerce team, but for order tracking + returns automation, the strongest options usually fall into one of these categories:

Best overall for ecommerce support automation

Gorgias

• Built specifically for ecommerce support
• Great for order lookup, shipping updates, cancellations, returns
• Strong integrations with Shopify, Klaviyo, Recharge, etc.
• Lets agents automate common responses and create workflows
• Best if you want a support-first help desk with ecommerce-native actions

Best for shipping/order tracking automation

AfterShip

• Excellent for shipment tracking, delivery notifications, branded tracking pages
• Strong for reducing “Where is my order?” tickets
• Can automate proactive tracking updates and delivery exception alerts
• Best if your biggest pain is post-purchase tracking visibility

Best for returns automation

Loop Returns

• Very strong for self-service returns/exchanges
• Automates return rules, labels, exchanges, store credit
• Best for brands that want to turn returns into exchanges or retain revenue

Best all-in-one workflow automation layer

Zendesk + automation apps

• Flexible if you already use Zendesk
• Can be paired with tools like AfterShip, Loop, Shippo, etc.
• More powerful, but usually needs more setup
• Best if you need custom workflows and a larger support operation

Best AI/chatbot option for customer self-service

Tidio / Gorgias AI / Intercom

• Good for deflecting repetitive questions
• Can handle order status, return eligibility, and FAQ routing
• Best if you want a chat-first experience

My practical recommendation

If you want the simplest strong stack:

• Gorgias for support automation
• AfterShip for order tracking
• Loop Returns for returns/exchanges

If you want one tool to start with, I’d pick Gorgias for most ecommerce brands because it covers the broadest support workflow and integrates well with tracking/returns tools.

If you want, I can also give you:

1. a top 5 comparison table, or
2. the best bot based on your store size/platform like Shopify, WooCommerce, or BigCommerce.