Order Status in Chat for Shopify: Answer “Where Is My Order?”
Yes. AeroChat answers “where is my order?” from your Shopify store, in the chat. It verifies the customer’s email or phone first, then reads the order in Shopify and replies with its status, the items, the carrier and the tracking link. Orders are never stored. It works on WhatsApp, Instagram, Messenger, web chat and every other channel.
This recipe answers the question online stores get most, from the order itself. See WISMO. Part of connecting Shopify to WhatsApp and AI chat.
What happens today
“Where is my order?” arrives on every channel, all day, and the answer is already in Shopify. Someone still has to find the order, copy the tracking number, check the carrier and write back. Customers who wait for that answer write again, on another channel, and the same question gets handled twice.
Shopify sends shipping emails, but many customers don’t look for them. They message you instead.
The flow that works
- The customer asks where their order is.
- AeroChat asks for the order number and the email or phone number on the order, and verifies them in Shopify.
- It reads the order: paid, unfulfilled, partly shipped, shipped or delivered.
- It replies with the status, the items, the carrier and the tracking link.
- If the order is late against your delivery times, it says so plainly and tells the customer what you do next.
- If the order shows as delivered but the customer does not have it, it collects the details and passes them to your team with the order attached.
What it looks like on WhatsApp
Customer: Where is my order #1048? (example)
AeroChat: To keep your order private, can you confirm the email you ordered with?
Customer: maya@example.com
AeroChat: Thanks, Maya. Order #1048 shipped yesterday with UPS (example). Here is your tracking link. Your delivery times say 3 to 5 business days, so it should arrive by Friday.
In Shopify: nothing changes. AeroChat matched the email on the order, then read its status and tracking.
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 or phone number they ordered with. Verify them against the order in Shopify before sharing anything.
- Read the order status and fulfillment. If it has shipped, reply with the carrier and the tracking link.
- If it has not shipped, tell them when orders usually ship, from our knowledge base.
- If it is late against our delivery times, apologize, say so plainly and tell them we are checking with the carrier.
- If it shows as delivered but they do not have it, ask them to check with neighbors and the building, collect the details, and hand the conversation to our team with the order attached.
- If the order has several shipments, list each one with its own tracking link.
Never share another customer’s order. Never promise a delivery date the carrier has not given. Reply in the customer’s language.
Change the delivery times and the late-order wording to match your store before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store in the dashboard. Order lookup is part of the built-in connection. AeroChat verifies the customer, then reads the order and tracking from Shopify live. There is no API key to create.
- Your knowledge base. Add your shipping times and what you do when a parcel is late, so AeroChat answers from your own rules.
- A tracking app, if you use one. AfterShip, 17TRACK, ParcelPanel and Track123 connect through their APIs for a carrier’s latest scan.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist of what is left: add your shipping times to the knowledge base, then switch it on.
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
- What AeroChat says when an order is late, and when it passes the case to your team.
- Whether customers verify with email, phone or both.
- What happens with “delivered but not received” cases.
The result to expect
Order status questions get answered in seconds from the order itself, on the channel the customer used. Your team only sees the late and missing parcels.
Measure it with your own numbers: order status questions answered in chat, and repeat messages about the same order, for a month before and after.
Next: see the order status workflow across every channel and how to cut “where is my order” questions.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your Shopify store and email, with the same Shopify connection behind it. See what each channel does on the Shopify integration page.
Channel versions: WhatsApp order tracking, Instagram order tracking and Messenger order tracking.
Answer your first order question in chat
Install AeroChat, paste the recipe, and ask your own store chat where a recent order is.
7-day free trial.