Answer Where-Is-My-Parcel Questions on WhatsApp with ShipStation
This recipe answers “where is my parcel” on WhatsApp from the label’s tracking in ShipStation, so the customer gets the latest event without waiting for your team. Part of connecting ShipStation to WhatsApp and AI chat.
What happens today
Customers who cannot find their shipping email message you to ask where their order is. Someone finds the order, opens ShipStation, checks the tracking on the carrier’s site and types a reply. After a busy weekend or a carrier delay these messages take hours of the team’s time.
The flow that works
- AeroChat asks for the order number.
- It finds the ShipStation label for that order.
- It reads the label’s tracking.
- It replies with the latest tracking event, its date and the carrier.
- 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 you do not know which order they mean, ask: “Can I have your order number?”
- Find the ShipStation shipment and label for that order number.
- Check the label’s tracking in ShipStation.
- Tell them the latest tracking event, its date, the carrier and the estimated delivery date if there is one, in one or two lines.
- If no label has been created yet, tell them the order is being packed and will ship within 2 working days (example).
- If the latest event says 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 event shows an exception, 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 shipping time and the handover rules to the ones your business uses before you paste it.
What to connect
- ShipStation. Generate an API key on the API Settings page in ShipStation and paste it in when AeroChat asks. The same key works for creating shipments and for tracking.
- Tracking events (optional). ShipStation can send tracking events to a webhook. If you set one up for AeroChat, an event 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 ShipStation.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect ShipStation, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from ShipStation’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 latest tracking event as soon as they ask, even without the shipping 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 ShipStation connection behind it. See what each channel does on the ShipStation integration page.
Answer your first parcel question from ShipStation
Paste the recipe, add your ShipStation key, and ask about a test order in the chat yourself.
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On Shopify? Install AeroChat from the Shopify App Store.