Beauty Store Order Tracking on WhatsApp and Instagram
This recipe answers “where is my order” on WhatsApp, Instagram, Messenger, TikTok and web chat from your Shopify orders. It checks who is asking, reads the order status and tracking, and replies with where the parcel is. Late, lost and damaged parcels go to your team with the details attached. Part of the beauty store workflows.
What happens today
A launch or a big seasonal sale doubles your orders for a week. For the week after, the inbox fills with “when will my serum arrive”, “order 2231 still processing?” and “can you send the tracking”. Each one is the same Shopify lookup, done by the same people who are trying to pack the backlog. Customers who wait a day for an answer ask again on another channel.
See WISMO (where is my order).
The flow that works
- The customer asks about their order. AeroChat asks for the order number if they have not given it.
- It checks the email or phone number on the order matches the person asking.
- It reads the order from Shopify: paid, packing, shipped or delivered, the courier and the tracking link.
- If your courier is connected, it reads the latest tracking event from the courier directly.
- If the order is late against your delivery times, or the customer reports a leak, a broken bottle or a missing item, it hands over to your team with the order attached.
The recipe
Copy this into AeroChat
When a customer asks where their order is, follow these steps.
- Ask for their order number if they have not given it. If they do not have it, ask for the email or phone number they ordered with.
- Look up the order in Shopify and check the email or phone number on the order matches the customer. If it does not match, do not share any order details.
- Tell them the status in one line. If it is paid but not shipped, give our packing time, for example “orders ship within 1 to 2 working days, and up to 4 working days during sales” (example).
- If it has shipped, give the courier and the tracking link. If our courier is connected, check the latest tracking event with the courier and tell them where the parcel is now.
- If the order is more than 3 working days past our delivery time for their area, or the tracking has not changed for 4 days, tell them a team member will check with the courier, tag the conversation “delivery issue” and hand it to our team with the order number.
- If they say a product arrived leaking, broken or missing, ask for a photo of the item and the parcel, and hand to our team with the order number.
- If they mention a reaction to a product, stop and follow the reaction handover.
Never promise a delivery date the courier has not given. Never offer a refund or a resend. Reply in the customer’s language.
Change the packing time, delivery times and handover days to your own before you paste it.
What to connect
- Shopify. Built in. Install the AeroChat app and order lookup works. It checks the customer’s email or phone first, and orders are never stored in AeroChat.
- Tracking numbers on your fulfilments. Add the courier and tracking number when you fulfil an order in Shopify, or let your shipping app do it.
- Your courier, if you want live parcel progress. If your courier has a public tracking API, it connects through that API with the key from your courier account, and AeroChat reads the latest tracking event directly. Without it, AeroChat gives the tracking link from Shopify.
- Your delivery times. Upload your packing time and delivery times by area, including sale-period times, to the knowledge base.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Your delivery times by area, and how late is late enough to hand over.
- What your team does for a leak, a broken item or a lost parcel.
- Whether customers can add to an order or change the address after paying.
The result to expect
Order questions in the week after a sale get an answer in seconds, at any hour. Your team sees only the parcels and damaged items that need a person, already tagged.
Measure it with your own numbers: order-status conversations handled by your team in the month before and the month after.
Next: returns and exchanges and the reaction handover.
Answer your first order question
Install the app, paste the recipe and message your store with the number of a recent order.
Install AeroChat from the Shopify App Store. Start your 7-day free trial, no credit card needed.
Not on Shopify? Sign up here.