Facebook Messenger Order Tracking From Your Store Data
Order tracking on Messenger means a customer types “where is my order” to your Facebook Page 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, and many customers send it to the Facebook Page they bought from. Each one means someone opens the order system, searches by name, copies the tracking number, and checks the courier site.
Messenger shows only the customer’s Facebook name, which often doesn’t match the name on the order. The search takes longer, and the messages that need a person wait behind the lookups.
How it runs on Messenger
- The customer asks where their order is.
- Messenger does not pass a phone number or email, so AeroChat asks for the order number or the email used at checkout.
- It finds the order and checks the email matches before it shares anything.
- 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.
- Ask for their order number and the email they used at checkout.
- Find the order. If the email does not match the order, do not share any details and ask them to check the order number.
- 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 Messenger.”
- 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.
Meta’s rules on Messenger
The customer starts this conversation, so your Page can reply within 24 hours of their last message. That covers the whole lookup. Replies typed by a person on your team, such as a follow-up on a lost parcel, have a separate 7-day window. Meta expects automated replies within 30 seconds of a message, or it can limit your messaging. Shipping updates after the window closes go by email or SMS from your store, or on WhatsApp to customers who opted in.
Also on WhatsApp, TikTok and web chat
The same workflow runs on WhatsApp, Instagram, TikTok (DMs and TikTok Shop buyer chat), Telegram, web chat and email, with the same order connections. On WhatsApp, AeroChat can find the order by the customer’s phone number first.
Who uses it
See how fashion stores and beauty stores run order tracking in chat.
Questions
Can customers track their order in Facebook Messenger?
Yes. They message your Page with their order number and email, and AeroChat replies with the status and tracking link from your store.
Why does it ask for the order number and email?
Messenger does not share the customer’s phone number or email with your Page. AeroChat uses the order number to find the order and the email to check it belongs to them.
Can AeroChat send shipping updates in Messenger?
Only within 24 hours of the customer’s last message. Updates after that go from your store by email or SMS, or on WhatsApp to customers who opted in.
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.
Stop answering “where is my order” by hand
Install AeroChat from the Shopify App Store
Not on Shopify? Start your 7-day free trial.
Related: product questions and human handover.