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AI-First Support and Human Handoff

QrX uses Intercom Fin to answer common questions quickly. Fin can use Help Center articles and approved QrX support actions to answer payment, order, tracking, PIN, and merchant workflow questions.

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Written by Hayko

AI-First Support and Human Handoff

QrX support is AI-first. Our support assistant answers common questions instantly, using the Help Center and live QrX order data, and hands you over to a person whenever a human check or decision is needed. You never get stuck with the assistant.

Looking Up Your Order in Chat

The assistant can look up a QrX order for you. It needs two things:

  1. your order number (the merchant's order number or the QrX transaction number), and

  2. the email address or phone number you used for the order.

When both match the same order, the assistant can tell you the order status, the amount, the tracking number and tracking link when available, and whether a delivery PIN exists and was sent to you. It never shows the PIN code itself. If the details do not match, it does not share any order information. This protects you: nobody can read your order with only an email address.

What Our Assistant Can Answer Instantly

  • What QrX is and what QrX provides.

  • How paying at the door works, including PIN codes and the payment page.

  • Whether a payment is waiting, paid, refunded or cancelled, when your order can be found.

  • Where to find the tracking information available to QrX.

  • What to do when a PIN or payment link did not arrive.

  • What information to share with support.

  • Which issues belong to the merchant, the carrier, the payment provider or QrX.

When You Are Handed to a Person

  • You dispute a payment, refund or chargeback, or you have a legal or privacy request.

  • Your issue is about damaged, wrong, missing, defective or late goods.

  • You ask QrX to decide a merchant return, warranty, cancellation or compensation outcome.

  • Your identity is unclear, or the email address, phone number, order or merchant cannot be confirmed.

  • Live QrX data is missing, conflicting or unavailable.

  • The conversation involves fraud, security credentials, API secrets or account compromise.

  • You are stuck, the situation is urgent, or you simply ask for a person.

What Happens at Handoff

When you are handed over, the assistant summarizes what it already checked, what it found and what is still unclear, so you do not have to repeat yourself. The assistant never promises a refund, a delivery outcome, a legal result or a merchant decision. Those always come from a person or from the merchant.

Opening the Chat

The chat on the QrX website appears after you allow the "Chat & support" cookies in the cookie banner. If you do not see the chat button, check that you allowed this cookie category.

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