Built for sellers,
not generic support teams
Six things every marketplace operator wants on day one. Six things eDesk and Gorgias still gate, sell as add-ons, or just don’t build.
Unified marketplace inbox
Every Amazon, Walmart, Shopify, and TikTok Shop message in one queue. Sort by SLA, marketplace, sentiment, or your own custom views.
- One API per channel — connect in 5 min
- Auto-tagging by ticket type
- Multi-store routing
AI Draft & Auto-Send
Two AI modes, switchable per ticket type. Drafts in ~1.2s. Auto-Send fires within rules you set, only when buyer history is clean.
- Tone & template tuning
- Per-marketplace personas
- Daily Auto-Send digest
Live order context
Every ticket opens with order details, tracking, totals, and customer history pulled live from marketplace APIs.
- Real-time tracking lookup
- Buyer history + risk flags
- Carrier-aware ETAs
SLA countdown timers
Amazon's 24-hour rule, Walmart's 48-hour rule, Shopify default — surfaced per ticket. Late warnings fire before policy hits.
- Per-marketplace SLA logic
- Yellow at 25%, red at 10%
- Email + Slack alerts
Account health dashboard
ODR, Late Ship Rate, Cancel Rate, Feedback score — pulled hourly and trended weekly so you see the slope, not just the snapshot.
- Listing health (active/suppressed)
- Feedback velocity tracking
- 90-day trend lines
SAFE-T & A-to-Z workflows
Native workflows for the claim types that actually move the needle on your account — pre-filled responses, evidence prompts, deadline tracking.
- Evidence-attached templates
- Auto-escalation rules
- Outcome dashboards
One inbox. Every marketplace.
Watch a real buyer message flow through Lunadesk — from triage to a 1.2-second AI response.
Draft mode or full autopilot. Your call.
Two AI modes. Per-ticket rules. Both included on every plan at no extra charge.
AI writes a tailored response using your tone, templates, and live order context. You review and hit send.
AI handles end-to-end: matches intent, checks order data, drafts and sends — within your rule guardrails. You get a daily digest.