Navigate choppy waters. Tide your customers over.
Reads each order’s real timeline and drafts the calm reply in your voice, ready for your approval.
Built by a $2M-ops operator. No invented numbers, ever.
- Works inside your current helpdesk
- Nothing to rip out
- Every reply waits for your approval
Six jobs the long wait creates — off your plate.
Reassurance drafts
Answer the long wait in your voice, ready for one-click approval.
See it run →Refund-risk scoring
See which anxious buyer is one reply from disputing.
See it run →WISMO triage
Catch every “where’s my order?” the moment it lands, and start the reply.
See it run →Customer status pages
Give each buyer a calm page showing where their order really is.
See it run →Backer & preorder digest
Keep Kickstarter backers and Shopify preorders on separate clocks.
See it run →Escalation flags
Surface the worry that needs the founder, not a template.
See it run →Connects to where your backers already live.
- Kickstarter · BackerKit — backer-list import, live
- Webhook — any helpdesk that can POST JSON (beta)
- Shopify — coming soon
Built by an operator who spent two years tiding customers over 60-plus-day waits.
It isn’t one ticket. It’s a months-long emotional journey.
You collected the cash today and ship in 60 to 120 days. In that gap a confident buyer slowly turns into an anxious one — and an anxious one turns into a refund request. The same words mean something different depending on how long she’s waited.
- DAY 7
Curious
The order is fresh and she's still excited. She checks for a tracking page that doesn't exist yet and sends a friendly “just making sure my order went through?”
- DAY 30
Restless
A month in. The excitement's gone, the card statement showed up and the product didn't. She's quietly wondering whether she handed money to someone about to ghost her.
- DAY 60
Frustrated
Two months. Now it's “This is taking forever. I want a refund.” Founders read that as a decision. It usually isn't — it's “convince me to keep waiting.”
- DAY 89
Dispute-risk
The highest-stakes moment in the wait. “Where IS my order?? Last chance before I dispute.” You have maybe one reply and 24 hours.
Chargebacks hit more than revenue
A refund is a lost sale. A chargeback is a dispute on your record — and enough of them put your Stripe or PayPal standing at risk, in the exact category card networks watch most closely. Each chargeback runs $15–25 in fees before you lose the product and the customer (Source: card-network dispute fee range).
WISMO floods the inbox
“Where's my order?” arrives in waves for months, burying the tickets that actually need you. The longer the wait runs, the more of your inbox becomes the same question — asked again at day 7, day 30, and day 60, often by the same buyer.
“Scam” reviews stick
An anxious buyer left in the dark writes the review first and asks questions later. She doesn't conclude that production takes time — she concludes she's been had, and says so in the review the next hundred buyers read.
The tide coming in on a flooded inbox.
Watch a day-89 “where IS my order??” become a calm, approved reply in your voice. This is the live cockpit, on sample data.
A calm layer on top of the stack you already run.
We don’t replace your helpdesk. We bolt on, take the presale tickets, and answer the long wait — while everything else stays exactly as it is.
Plugs into your existing stack
We bolt onto the Gorgias, Zendesk, Tidio, or Intercom you already run, reading the presale tickets you route to us. You approve and send from your own inbox. No migration, no infra change.
Knows each order's real timeline
Tideover reads order data and your production schedule, so every reply is grounded in where that specific order actually is — tooling, production, QC, packing, dispatch.
Timeline-aware, day-stage replies
A Day 7 nudge and a Day 89 worry need different words. Replies meet the buyer at the emotional stage they're in, in confidence bands — never an invented hard date.
Every novel reply is human-approved
Nothing auto-fires a promise. New situations get a real person's eyes before they ever reach your customer.
- 1
Detect a presale WISMO ticket
- 2
Pull the order’s real production stage
- 3
Score refund risk
the factors shown - 4
Draft an on-brand reply in a confidence band
- 5 · Route to a person for approval
Every reply to a worried buyer waits for your yes.
Your words, not a template.
Replies are assembled from a playbook built on your own tickets, keyed to where each order sits. It reads like you on a good day, not a macro.
Drafts for approval, never auto-sends.
Nothing reaches an anxious backer without a person’s eyes. A hard delivery date physically can’t leave the system — the check runs in code at send time.
Update the timeline once, every reply follows.
When the factory slips, you move one production window. Every future reply and status page reflects it. No re-writing macros.
In 2020 I started a gym-equipment business the week the gyms closed. I closed $200K in orders in my first seven days — and that was the start of the hardest two years of my working life.
Every one of those orders shipped into the worst freight delays in e-commerce history. Customers waited 60 days and more, and every morning the inbox refilled with the same question: where is my order? I couldn’t make a single container move faster. The only real job was convincing good people to wait a little longer, then doing it again the next day.
That’s where Tideover came from. The name is literal — I spent two years tiding customers over, learning order by order what keeps someone calm through a long wait and what turns a delay into a chargeback. Then I built that judgment into software, because instinct doesn’t scale. At 11pm, on your three-hundredth ‘where’s my order?’ email, instinct fails.
Those numbers — $200K in week one, 60-plus-day waits, two years of it — are my own account of my own business. They stay the only numbers on this page until real merchant results, shared with permission, replace them.
— Dylan
A plain-spoken proof pledge
No invented metric. No fake testimonial. No borrowed logo. No unearned star rating. Every number on this page is a target measured against your own baseline — and the full refund-reduction case study lands only after a real cohort completes.
Priced by the presale orders you’re carrying.
Three plans, sized by seats and the orders in your wait window. Every one starts with a 14-day free trial — no card required, nothing auto-bills when it ends.
14-day free trial · no card required · annual is 2 months free · see seat counts, order caps, and the full feature table
The guarantee
We measure leading indicators — faster first response, fewer WISMO tickets, logged saves — against your own baseline. If your first cycle doesn’t move them, you don’t pay. The full refund-reduction picture takes a complete 60–120 day cycle; we report it after the first cohort finishes, and we’re telling you that up front.
Try it on your own queue
Import your backers, see the risk scores and drafted replies on your real tickets, and decide with the evidence in front of you.
Answered plainly.
Do you actually have proof it reduces refunds?
How is this different from my helpdesk's AI add-on?
Is this just ChatGPT?
We already have a VA who answers tickets.
What if your AI invents a ship date and makes things worse?
We're juggling Kickstarter backers, late-pledges, and Shopify preorders at once. Can you handle that?
Will you make promises you can't keep?
We barely get chargebacks.
You'll see our customers. What about data security?
What if you disappear mid-cycle? You're one person.
Do I switch helpdesks or install anything?
What happens after the wait ends?
What does it cost?
The tide always comes in. Their order is coming.
Start with a free 15-minute presale-support teardown — a real operator looking at your real support, no pitch. We’ll tell you straight whether we can help.