Answer Where-Is-My-Parcel Questions on WhatsApp with Shippit

This recipe answers “where is my parcel” on WhatsApp from the order’s tracking in Shippit, so the customer gets the real status without waiting for your team. Part of connecting Shippit to WhatsApp and AI chat.

What happens today

Customers who cannot find their tracking email message you to ask where their order is. Someone finds the order in the store, opens Shippit, checks the tracking and types a reply. After a sale or a carrier delay these messages arrive in waves, and every one waits for a person.

The flow that works

AeroChat asks for the order number, or uses the tracking number the customer gives.
It finds the Shippit order.
It reads the order’s tracking status.
It replies with the status and the delivery estimate if Shippit has one.
If the parcel looks stuck, failed or lost, it hands the conversation to your team.

The recipe

Copy this into AeroChat

When a customer asks where their parcel is, follow these steps.

If they give a Shippit tracking number, use it. If not, ask: “Can I have your order number?” and find the Shippit order with that retailer reference.

Check the order’s tracking in Shippit.

Tell them the current status in one line, with the carrier name and the estimated delivery date if there is one.

If the order has not been collected yet, tell them it is packed and waiting for the carrier.

If the status is delivered, tell them when, and ask them to let us know if they have not received it.

If there has been no update for 3 working days (example), or the status shows a failed delivery, apologise and hand the conversation to our team with the tracking number.

Do not promise a delivery date that the tracking does not show. Reply in the customer’s language.

Change the number of days and the handover rules to the ones your business uses before you paste it.

What to connect

Shippit. Copy the API secret from Settings, then Integrations, in Shippit and paste it in when AeroChat asks. Use the key for the store that ships the orders customers ask about.
Tracking updates (optional). Shippit can send tracking updates to a webhook. If you set one up for AeroChat, an update such as “out for delivery” can be passed on to the customer in the conversation they started.

POS Malaysia delivery is built into AeroChat, so you only need this recipe if you already ship with Shippit.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Shippit, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Shippit’s public documentation, the checklist asks you to check it once against the current docs.

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

How long a parcel can go without an update before your team steps in.
What AeroChat says about delivered parcels the customer has not received.
Who gets the handover.

The result to expect

Customers get the live status of their order as soon as they ask, even without the tracking email. Your team only handles the parcels that are actually delayed or lost.

Measure it with your own numbers: where-is-my-parcel messages your team answers by hand, and the time to reply, for a month before and after.

Next: book a delivery from WhatsApp. For more delivery workflows, see delivery updates on WhatsApp.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Shippit connection behind it. See what each channel does on the Shippit integration page.

Answer your first parcel question from Shippit

Paste the recipe, add your Shippit key, and ask about a test order in the chat yourself.

Start your 7-day free trial. No credit card needed.

On Shopify? Install AeroChat from the Shopify App Store.