WhatsApp Order Tracking That Answers From Your Store Data
Order tracking on WhatsApp means a customer types “where is my order” and gets the real status back in the same chat. AeroChat finds the order in your store or order system, reads the fulfilment and tracking details, and replies. It works with Shopify, WordPress with WooCommerce, Square, NetSuite, Toast and Lightspeed Restaurant.
What happens today
“Where is my order” is the most common message a shop gets. Each one means someone opens the order system, searches by name or phone, copies the tracking number, and checks the courier site.
Customers who don’t get an answer quickly ask again, on another channel. The team spends its day on lookups, and the messages that need a person wait behind them.
How it runs on WhatsApp
- The customer asks where their order is.
- AeroChat searches your orders by the customer’s WhatsApp number. If there is no number or no match, it asks for the order number or the email used at checkout.
- It reads the order: payment status, fulfilment status, courier, tracking number and the last tracking event.
- It replies with the status in plain words, the expected delivery date if the record has one, and the tracking link.
- It writes back: a note on the order or customer record that the customer asked about delivery, so the team sees the history.
- If the parcel is past its expected date, marked as failed, or the customer reports it lost or damaged, it hands the conversation to your team with the order and tracking details.
The recipe
Copy this into AeroChat
When a customer asks where their order is, follow these steps.
- Find their orders by their WhatsApp number. If there is no number or no match, ask for their order number or the email they used at checkout.
- If they have more than one open order, list them by order number and date and ask which one.
- Tell them the payment status, the fulfilment status and the latest tracking event, with the tracking link.
- If the order has not shipped yet, give the dispatch time from our shipping policy: orders ship within 2 working days (example).
- Add a note to the order: “Customer asked for delivery status on WhatsApp.”
- If the order is more than 3 days past its expected delivery date (example), the courier marks it as failed, or the customer says it is lost or damaged, hand the conversation to our orders team with the order number and tracking link.
Never invent a delivery date. Never offer a refund or reshipment yourself. Reply in the customer’s language.
Change the dispatch time and the late threshold to your own before you paste it.
Connect the systems behind it
- Square: holds online and in-store orders, and the fulfilment status AeroChat reads back to the customer.
- NetSuite: sales orders and item fulfilments, including the tracking numbers your warehouse adds.
- Toast: for restaurants, the status of a takeaway or delivery order.
- Lightspeed Restaurant: order status for food orders placed online or by phone.
- Shopify and WordPress. Built in. AeroChat looks up orders as soon as the store is connected. If you ship with POS Malaysia, AeroChat tracks the parcel with POS Malaysia directly.
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 it costs on WhatsApp
The customer starts this conversation, so their messages are free and no template is needed. Your replies are service messages, free up to 1,000 a month per business phone number and charged per message after that. Answering the status in one reply instead of three now saves money. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger, TikTok and web chat
The same workflow runs on Instagram, Facebook Messenger, TikTok (DMs and TikTok Shop buyer chat), Telegram, web chat and email, with the same order connections. On channels without a phone number, AeroChat asks for the order number or email first. See this workflow on Instagram and on Messenger.
Who uses it
See how fashion stores and beauty stores run order tracking in chat.
Questions
Can customers track their order on WhatsApp without an app or login?
Yes. They message your WhatsApp number and AeroChat finds the order by their number, or by the order number or email if the number does not match.
What if the customer uses a WhatsApp username instead of showing their number?
WhatsApp usernames can hide the phone number. When that happens, AeroChat asks for the order number or the email used at checkout and finds the order that way.
Does it cost money to answer “where is my order” on WhatsApp?
The customer’s message is free. Your replies are free up to 1,000 a month per business phone number, then charged per message at Meta’s rate for the customer’s country. AeroChat passes the fee through at cost.
Can it reship or refund a lost parcel?
Only if you tell it to and set the limits. The recipe above hands lost and damaged parcels to your team. See returns and refunds for a workflow that refunds within a limit you set.
Stop answering “where is my order” by hand
Install AeroChat from the Shopify App Store
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Related: order confirmations and delivery updates.