Post-Purchase Agent Support via UCP

The customer journey doesn't end at checkout. Learn how to enable AI agents to provide post-purchase support through UCP extensions.

Post-Purchase Capabilities

What Agents Can Handle

Order Tracking Extension

Configuration

{
  "extensions": {
    "orders": {
      "version": "1.0",
      "endpoints": {
        "get_order": "/ucp/v1/orders/{order_id}",
        "list_orders": "/ucp/v1/orders",
        "track_shipment": "/ucp/v1/orders/{order_id}/tracking"
      }
    }
  }
}

Tracking Response

{
  "order_id": "ord_abc123",
  "status": "shipped",
  "shipments": [
    {
      "shipment_id": "ship_xyz",
      "carrier": "FedEx",
      "tracking_number": "7489274892748",
      "status": "in_transit",
      "estimated_delivery": "2026-01-15",
      "last_update": {
        "timestamp": "2026-01-13T14:30:00Z",
        "location": "Memphis, TN",
        "status": "Departed facility"
      }
    }
  ]
}

Agent Interactions

Consumer: "Where's my order?" Agent: Queries /ucp/v1/orders/{id}/tracking Agent: "Your order shipped via FedEx and is currently in Memphis. Expected delivery is January 15th."

Returns Extension

Configuration

{
  "extensions": {
    "returns": {
      "version": "1.0",
      "endpoints": {
        "get_policy": "/ucp/v1/returns/policy",
        "check_eligibility": "/ucp/v1/returns/eligibility",
        "create_return": "/ucp/v1/returns",
        "get_return": "/ucp/v1/returns/{return_id}"
      },
      "capabilities": {
        "refund": true,
        "exchange": true,
        "store_credit": true,
        "prepaid_label": true
      }
    }
  }
}

Return Eligibility Check

{
  "order_id": "ord_abc123",
  "item_id": "item_xyz",
  "eligibility": {
    "returnable": true,
    "return_window_ends": "2026-02-12",
    "days_remaining": 30,
    "return_options": ["refund", "exchange", "store_credit"],
    "restocking_fee": 0,
    "requires_escalation": false
  }
}

Return Flow

1. Eligibility Check - Agent verifies item is returnable
2. Reason Selection - Consumer provides return reason
3. Option Selection - Refund, exchange, or credit
4. Label Generation - Prepaid shipping label created
5. Confirmation - Return initiated

Handling Exchanges

Exchange Request

{
  "return_type": "exchange",
  "original_item": {
    "item_id": "item_xyz",
    "product_id": "prod_shirt_blue_m"
  },
  "exchange_for": {
    "product_id": "prod_shirt_blue_l",
    "availability": "in_stock"
  },
  "price_difference": 0,
  "action": "ship_new_on_return_received"
}

Exchange Policies

Order Modifications

What Can Be Modified

• Cancel before shipment
• Change shipping address
• Update delivery instructions
• Add items (before fulfillment)

Modification Endpoint

{
  "endpoints": {
    "modify_order": "/ucp/v1/orders/{order_id}/modify",
    "cancel_order": "/ucp/v1/orders/{order_id}/cancel"
  }
}

Modification Response

{
  "modification_request": {
    "order_id": "ord_abc123",
    "type": "address_change",
    "status": "completed",
    "message": "Shipping address updated successfully"
  }
}

Support Extension

FAQ and Help

{
  "extensions": {
    "support": {
      "faq_endpoint": "/ucp/v1/support/faq",
      "contact_options": ["chat", "email", "phone"],
      "hours": "24/7",
      "escalation_path": "/ucp/v1/support/escalate"
    }
  }
}

Agent-Handled Support

Best Practices

Enable Proactive Updates

{
  "notifications": {
    "shipping_updates": true,
    "delivery_confirmation": true,
    "return_status": true,
    "webhook_url": "https://agent.example/webhooks/order"
  }
}

Minimize Escalation

• Clear return policies
• Automated label generation
• Self-service modifications
• Real-time tracking data

Track Post-Purchase Metrics

Related Reading

• UCP Extensions Guide
• UCP Session Tracking
• UCP Operations Guide

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Enable seamless post-purchase support with Noema's UCP extensions.

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About the Author: Josh is the founder of Noema, an AI commerce observability platform that helps e-commerce brands understand how AI shopping agents see their products. Noema has scanned 80,000+ Shopify stores to build the industry's most comprehensive AI readiness benchmarks.