Sendcloud and Gorgias launch AI-powered delivery issue detection to help merchants stay ahead this peak season

London, 6 November 2025 — As online merchants brace for the biggest shopping months of the year, Sendcloud has launched a new integration with Gorgias designed to tackle one of retailers' most costly and time-consuming challenges: delivery issues. The collaboration brings Sendcloud Support Automation, an AI-powered system that predicts shipping problems before they reach the customer, directly into Gorgias’ helpdesk platform.

According to Sendcloud internal data, lost parcels can spike by up to 20% during peak season, triggering a surge in “Where is my order?” tickets. The Sendcloud x Gorgias integration helps merchants break that cycle by identifying risks early and automating proactive customer updates.

“This is the time of year when shipping can make or break brand reputation,” says Anna Rouleau, Delivery Issue Expert at Sendcloud. “Support teams are swamped, and shoppers are impatient. With this integration, merchants can now see delivery issues as they happen and automatically inform customers before they even ask.”

At the heart of the integration is Sendcloud’s predictive delivery data engine, tracking millions of parcels across 160+ couriers. Unlike standard courier tracking, which only updates at scan points, Sendcloud’s technology detects early signs of delay, loss, or misrouting. When a risk is detected, a real-time trigger is sent directly to Gorgias, allowing support teams to automate personalised responses via email, SMS, or chat, before customers even ask.

“Support Automation bridges the gap between logistics and customer experience,” explains Anna Rouleau, Delivery Issue Expert at Sendcloud. “When merchants struggle to collect shipping details from different couriers, customers are left waiting. This integration lets merchants act in the moment, turning potential frustration into trust.”

“The combination of Sendcloud Support Automation and Gorgias’ customer engagement power is exactly what e-commerce teams need heading into peak,” says Louis Lavendan, Director of Partnerships at Gorgias. “It allows support teams to scale empathy and efficiency at the same time.”

In a market where customer loyalty is fragile and first impressions matter more than ever, the Sendcloud x Gorgias partnership gives merchants the tools to handle the chaos of peak season with confidence. The integration is available now for merchants in the Netherlands, Belgium, and France.

About Sendcloud

Sendcloud is the leading shipping platform that empowers e-commerce merchants to scale their shipping operations effortlessly and deliver a customer-first experience. Backed by Softbank and trusted by 30,000+ brands across Europe, Sendcloud has the vision to solve shipping globally. About Gorgias

Gorgias is the leading e-commerce helpdesk for Shopify, Magento, and BigCommerce brands. Trusted by 15,000+ merchants worldwide, Gorgias centralizes customer support, automates responses, and turns customer service into a profit center.