Frequently asked questions: answered in writing.

No. We work fully async. You'll get a written audit, recorded video walkthroughs, intake forms, and email or chat support. Ask anything in writing and we'll reply within 1 business day.

They're great at writing replies, and we use models like these too. The difference is that we deliver a support system that runs on its own, not a chat window you have to copy and paste from:

• Connected to your store. It reads your real Shopify orders, tracking, and inventory, so "Where is my order?" gets an answer based on actual data.
• Always on, everywhere. It replies automatically, 24/7, across email, website chat, Instagram and Facebook DMs, and WhatsApp (channels depend on your plan). No copy-pasting.
• Follows your rules. It applies your return, exchange, and cancellation policies, and hands angry customers, refund disputes, and anything it isn't confident about to a human.
• Looked after by people. We review quality, fill knowledge gaps, and send written reports with recorded walkthroughs. If something breaks, it's on us to fix it.
• Compliance built in. AI disclosure in line with the EU AI Act, and data handling designed with GDPR in mind.

To be honest: a technical team can build this themselves with APIs and automation tools. What we save you is the weeks of setup and the ongoing maintenance, starting at our Starter price of $590/month.

Usually within 7 days of payment and access being granted. The AI runs in shadow mode first, drafting replies for your approval, and only goes live once you're happy with the test results.

Yes. Every conversation opens with a clear AI disclosure, in line with the transparency obligations of Article 50 of the EU AI Act (applicable from August 2026). Customers can ask for a human at any time, and the conversation is handed to your team with full context.

We act as your data processor under a Data Processing Agreement. Systems are hosted in the EU (Germany), we request only the Shopify permissions we need, access is logged, and data is deleted when the contract ends. Where data is accessed from outside the EU, Standard Contractual Clauses apply. Sample tickets sent for the free audit are deleted within 30 days.

We do not use your data or your customers' data to train AI models. We use AI providers through their business APIs, which do not train on API data by default.

The AI only acts within the rules you approve. Refunds and sensitive cases always go to your team. We review conversations daily (Growth) or weekly (Starter), fix issues within 2 business days, and you can switch to human-only with one click at any time.

No. If you already use Gorgias, Help Scout, or Zendesk, we can work inside it. If you don't, a helpdesk is included in your plan.

No. Dawnline is text-only: email, website chat, and messaging channels such as Instagram, Facebook Messenger, and WhatsApp (depending on your plan). We don't answer phone calls on your behalf, and we don't offer voice AI.

Card or PayPal (monthly subscription), USD bank transfer via ACH or wire, or stablecoins (USDC/USDT) through a crypto invoice. All invoices are in USD.

Starter and Growth are month-to-month. There's no long-term commitment: cancel at any time by giving 30 days' notice in writing (email is fine).

Custom plans have a 3-month minimum term. The exact terms are set out in your written quote before you sign.

If you aren't happy within your first 30 days live, we'll refund the setup fee.

Not yet. Dawnline is a new service, so this site shows no testimonials, client logos, or results figures. We will only publish a case study with a client's written permission.