Yuma

• Answering where-is-my-order tickets with live carrier tracking inside Gorgias or Zendesk
• Approving in-policy returns and exchanges, creating the label through Loop or another returns tool, and processing the refund
• Skipping, swapping, pausing or cancelling Recharge, Skio or Stay AI subscriptions, with retention offers where the playbook allows
• Editing a shipping address or cancelling an order before it is fulfilled
• Sending proactive email or SMS check-ins after an order is placed or delivered
• Covering the phone line at night and on weekends with an agent that can change orders mid-call

Yuma's case is specialization. Where general support agents answer from a knowledge base, Yuma is built around the actions that make up most ecommerce tickets (refunds, returns, address edits, subscription changes) and connects to the long tail of Shopify-ecosystem tools that perform them, with Web Actions for anything without an API. The 2.0 Handbook makes the setup easier to audit: policies live in readable pages, every change is tested and saved as a draft, and refund caps are explicit. Because it sits inside the existing helpdesk, a Gorgias or Zendesk team can try it without migrating. The tradeoffs are commercial. A $14,400 annual floor, a 12-month commitment and a demo-first process put it out of reach for smaller stores, and teams outside ecommerce get little from its integrations.

About Yuma

Yuma, built by Boston-based Yuma AI, is an automation layer that sits on top of an existing helpdesk rather than replacing it. It installs inside Gorgias, Zendesk, Kustomer, Salesforce Service Cloud, Gladly, Re:amaze, Front, Sprinklr or Zoho Desk, reads live order, shipment, return and subscription data from the commerce stack around it (Shopify, WooCommerce, BigCommerce, Recharge, Skio, Loop, ShipStation, ShipBob, AfterShip, carriers and 50+ other tools), and then does the work: approves a return within policy and creates the label, issues a refund or store credit, edits an address before fulfillment, or skips, swaps or cancels a subscription. Over 100 ready-made actions are available, and Web Actions let it drive a real Chrome browser for tools with no API, such as filing a claim in a carrier portal. Yuma 2.0, released on September 28, 2026, rebuilt the product around a single Handbook: Brand pages for tone, Playbooks for each customer situation and Procedures for the exact steps. You describe your policies, upload an existing SOP or point at real tickets, and Ask Yuma writes the pages. Every change lands as a draft, each playbook carries tests that replay as simulated conversations before you publish, Hard Limits cap refunds and coupons, and anything the Handbook does not cover goes to a person instead of being guessed. The same Handbook now drives email, chat, SMS, WhatsApp, Instagram and Facebook messages and comments, event-triggered outbound email and SMS (for example after an order is placed or delivered), and a voice agent that answers the phone line and makes order changes during the call. Rollout is gradual, starting with a share of matching conversations while the rest arrive as drafts for agents to review. Pricing is performance-based: brands pay only for tickets the AI fully resolves, on 12-month plans that Yuma publishes from $14,400 per year for about 12,000 resolutions (roughly $1.20 each), with lower per-resolution rates at higher volumes. Every contract starts with a free 30-day trial on real tickets, and Yuma's account team does the setup. That makes Yuma a fit for DTC and Shopify brands with steady ticket volume and many order and subscription requests, and a poor fit for small stores, non-ecommerce businesses, or teams that want a self-serve tool they can configure alone.