How Do I Stop Customers Asking Where Their Order Is?
You can’t stop customers asking, but you can stop answering by hand. When a customer asks where their order is, AeroChat verifies their email or phone against the order in Shopify, reads the fulfillment status, carrier and tracking link, and replies in the channel they asked from: WhatsApp, Instagram, Messenger, web chat or email. If tracking is stuck or missing, it says what it can see and hands the case to your team.
Why the questions keep coming
“Where is my order?” is the question merchants on the Shopify Community say they answer most. A small store owner describes where-is-my-order, return policy and ship-date emails eating their days, and helpdesks that charge too much per ticket. Others count dozens of has-it-shipped messages a week, arriving on email, Instagram and WhatsApp.
The status isn’t always clear even to the store. Merchants report tracking links that show “no tracking info” until the customer complains, carrier statuses that never update to delivered, and international tracking numbers that change once a parcel reaches the destination country. Some customers never got a shipping email at all. So the customer asks, and someone opens the order, checks the courier and writes back.
The usual fixes and their limits
- Shipping confirmation emails. Shopify sends them when you fulfill with tracking. They help, and customers who miss or delete the email still ask.
- A tracking page or tracking app. These give customers a branded page to check. The customer has to find it, and many prefer to message the store.
- A helpdesk with order details beside each ticket. Faster for your team, but your team still writes every reply.
- An automation you build. One merchant built an automation that reads order-status emails and replies with the order. It covers email only and needs maintaining.
How to handle it in chat with AeroChat
The customer asks on any channel. AeroChat asks for the order number and the email or phone number they ordered with, or finds the order from their WhatsApp number, and verifies them first. It reads the order from Shopify: whether it is unfulfilled, partly shipped or shipped, the carrier, the tracking number and link, and any return in progress. It replies with exactly that, and never promises a date the order doesn’t show. If the order shipped long ago with no tracking update, or the customer says it’s lost, it hands the conversation to your team with the order details. Orders are never stored.
Customer: Where’s my order? I ordered last week. (example)
AeroChat: Let me check. What’s your order number and the email you used?
Customer: #6612, priya@example.com
AeroChat: Thanks, Priya. Order #6612 shipped on Monday with DHL Express. The latest update shows it’s in transit. Track it here: [tracking link]. Anything else I can help with?
In Shopify: nothing changes. AeroChat read the fulfillment and tracking on order #6612 to answer.
Copy this into AeroChat
When a customer asks where their order is or whether it has shipped, follow these steps.
- If they message on WhatsApp, look for an order with their number. Otherwise ask for their order number and the email or phone number they ordered with, and verify them against the order in Shopify.
- If the order is not shipped yet, say so and give our usual dispatch time from our shipping policy (example: 1 to 2 business days).
- If it has shipped, give the carrier, the tracking link and the ship date. If only some items shipped, say which.
- Never promise a delivery date the order or tracking does not show.
- If it shipped more than 10 days ago (example) and tracking has not moved, or the customer says it is lost or damaged, hand the conversation to our team with the order number.
Reply in the customer’s language.
Change the dispatch time and the hand-over cases to match your shipping policy before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store. Order lookup verifies the customer’s email or phone first and reads fulfillment, payment, tracking and return details.
- Your courier or shipping tool, for live tracking events. POS Malaysia is built in for parcel tracking. AfterShip, Shippo and Starshipit connect through their APIs, so AeroChat can read the latest scan as well as the link.
- Your channels. Add WhatsApp, Instagram, Messenger and email, so the same answer is there wherever the customer asks.
Questions
Does AeroChat show the order to anyone who asks?
No. It verifies the customer’s email or phone against the order before it shares anything. Orders are never stored.
What if the tracking isn’t updating?
AeroChat tells the customer what the order and tracking show. If it hasn’t moved for longer than you set, it hands the case to your team, who can contact the carrier. Connecting your shipping tool gives it the latest carrier event too.
Can it answer on Instagram and email as well as web chat?
Yes. The same workflow runs on WhatsApp, Instagram, Messenger, Telegram, web chat and email.
Where can I read more about this question?
See WISMO and WhatsApp order tracking.
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.
Answer order status without opening the admin
Install AeroChat, paste the order status recipe, and ask your own store chat where a recent order is.
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