The store
both paris is an independent footwear brand founded in 2016, built around a single material: rubber. Its creative base is Paris, it operates across Asia and the Americas with a shop in Tokyo, and it fulfils worldwide orders from Hong Kong.
Rubber-led designer footwear — boots, derbies, loafers, mules and platforms across the GUM, GAO, TYRES and both CLASSIC lines — extending into apparel, bags and accessories.
The customer questions
The support load is structural. Orders ship duty-paid to 28 listed countries and duty-unpaid everywhere else, which means a shopper outside that list pays customs on delivery and frequently wants to know that in advance. Returns run to 14 days, exclude sale and collaboration pieces, and exchanges are offered only for defective items — so a shopper who ordered the wrong size cannot simply swap it. And the site carries no size guide and no care instructions, which for rubber footwear sold internationally means those questions go straight to support. The topic mix is the most evenly spread of the six: shipping 158, orders 107, products 101, returns 100.
Recorded topic counts to 25 August 2026. A conversation may have more than one topic; this is not a mutually exclusive breakdown.
Why the question mix fits
No single category dominates, so a narrow tool would not have helped. What was needed was something that could answer across the whole journey — duties, sizing, delivery times, return eligibility — in the shopper's own language, across markets spanning Taipei, Tokyo, Seoul and New York.
This is Convi’s interpretation of the measured question mix and the store’s published information. It is not an account of the merchant’s internal decision-making.
From setup to live conversations
The recorded knowledge base contained 43 entries in the measurement snapshot.
The measured results
99.7% of 386 conversations resolved without a human handover — exactly one conversation was escalated to a person. Shoppers wrote from 35 countries in 14 languages, with Taiwan the largest single market ahead of Hong Kong. Conversations ran longer here than at any other store in this set, at 8.1 messages each, which fits a question mix weighted toward customs and sizing.
Shopper markets
Taiwan (118 conversations), Hong Kong, United States, Japan, Singapore
Languages recorded
English (902 shopper messages), Chinese (353), Korean (80), Japanese (45), plus French and Cantonese
The next area of focus
Coverage broadens as the brand enters new markets, each of which changes the duties picture.
Measured from Convi production data to 25 August 2026. Active stores with at least 50 conversations; internal test shops and sandbox traffic excluded. “Resolved without a handover” means the conversation closed without escalation to a human agent. Order attribution is assisted attribution — Convi is credited with influencing the order, not with being its sole cause.
This story uses historical data measured to 25 August 2026. It is a Convi analysis, not a merchant testimonial. A conversation closing without handover does not independently establish customer satisfaction.
Full measurement notes
