EstarWorks · Cross-border operations
Your supply chain speaks Chinese. Your customers speak English. The agent works in both.
Sellers who source from China and sell into North America run a two-language operation: supplier communication in Chinese, customers and marketplaces in English. After-sales is where that friction lands every day — messages to answer, refund requests to judge, platform rules to follow. We build one narrow agent for that desk: it does the drafting and the checking, and it leaves the decisions with you.
What the agent does
Drafts in the customer's language
After-sales email and marketplace-message replies drafted from your product information, your policies and the order record — ready for a person to send, or sent under rules you approve in advance.
Pre-checks refund eligibility
Each refund request is checked against your own written rules — the window, the condition, the evidence required — and sorted plainly: within policy, outside policy, or needs a person to decide.
Ends in a file or a status, not a chat
Every case finishes as something definite: a drafted reply, a completed check, an updated status in your system. Nothing is left as a conversation someone has to re-read and reconstruct.
Refunds stay with a person
The agent prepares; it does not issue refunds, offer compensation, or commit the business. Approval boundaries are set with you before anything runs — see Agent Boundary & Approval Design.
Why bilingual is the point
One order, two languages, one record
A general-purpose assistant reads whichever side of the conversation you paste into it. This desk runs both sides at once: the supplier thread in Chinese and the customer case in English are the same order, and the agent works from the whole record. That middle layer — fluent in how Chinese suppliers communicate and in what North American customers and platforms expect — is exactly the part the large platforms do not bend down to build for a business of your size.
How it starts
We scope cross-border operations work as a paid pilot: one workflow — after-sales drafting and refund pre-checks — a fixed scope, run on real cases, and judged on plain measures: were the drafts accurate, were the right cases handed to a person, and what did each handled case cost. If the pilot earns its place, it extends from there; if it does not, you still have a clear, bounded answer.