Every Shopify store deals with the same exhausting question day after day:
“Where is my order?”
This single question — known across eCommerce as WISMO — often makes up 25–50% of total support tickets for small and mid-sized Shopify stores. Customers send it through live chat, Instagram DMs, WhatsApp, email, and even comments on ads. And because shoppers expect instant answers, WISMO creates constant pressure on already limited support teams.
But here’s the good news:
WISMO is the easiest part of support to automate.
With the right setup, Shopify stores can reduce WISMO tickets by 40–70% without hiring additional staff. Here’s how automation (including your own AI system, AeroChat.ai) removes WISMO overload and keeps customers updated instantly.
Why WISMO Is a Bigger Problem Than Most Merchants Realise
Shoppers aren’t asking WISMO to be difficult — they ask because the waiting period after purchase creates anxiety. They want reassurance.
But WISMO becomes a business problem when it creates:
High ticket volume
Slow response times
Customer frustration
Repeated follow-up messages
DM overload across multiple channels
And every time a customer has to ask for tracking information manually, your store looks disorganised.
Most importantly:
Every WISMO ticket increases your support cost and decreases customer satisfaction.
Automation fixes this instantly.
Insight 1 — Customers Expect Order Tracking to Be Instant, Not Manual
Today’s shoppers expect real-time visibility.
If they have to message you for tracking updates, the experience already feels slow.
WISMO tickets happen when:
tracking emails land in spam
the customer didn’t see the update
courier pages are confusing
the order hasn’t moved yet
customers want reassurance
Automation gives customers real-time answers without touching your inbox.
Insight 2 — Automated Tracking Gives Customers Control Over Their Own Order
The fastest way to reduce WISMO tickets is to give customers the ability to see their order status without asking you.
This includes:
an automated order tracking page
real-time courier updates
AI-powered tracking replies inside chat
proactive messages for key status changes
With automation in place, customers check their own status — support never gets involved.
Insight 3 — Chat-Based Tracking Makes WISMO Disappear Almost Completely
When customers ask “Where is my order?” through website chat, Instagram, WhatsApp, or Messenger, they want a fast, not perfect, answer.
Your AI system, AeroChat, can instantly fetch order details when a customer provides:
email
phone number
order number
It then replies with live order updates inside the chat.
No waiting for an agent. No inbox pileups.
This alone reduces WISMO tickets by 30–50%.
To understand how this fits into your broader automation system, read: Shopify customer support automation.
Insight 4 — Proactive Notifications Stop WISMO Before It Starts
WISMO usually happens because customers feel “in the dark” after buying.
Automation stops this by sending automatic updates for:
Order confirmed
Order packed
Shipped
Courier picked up
Out for delivery
Delivered
Shoppers feel informed, so they don’t message you.
Think of it this way:
If the customer knows what’s happening, they won’t ask.
Insight 5 — Multi-Channel WISMO Is Expensive (Automate All of It)
WISMO doesn’t come from just one channel. It comes from:
Instagram DMs
WhatsApp messages
Email
Website chat
Facebook Messenger
SMS replies
Hiring staff to manage all these channels is costly and slow.
Automation handles them instantly.
If your brand receives too many support messages across IG + WhatsApp, see: How Shopify stores manage message overload.
Insight 6 — A Centralised Support Inbox Prevents Missed WISMO Messages
The biggest hidden cost of WISMO messages is missed conversations.
When messages are scattered across apps, it’s easy to lose:
urgent delivery questions
tracking concerns
“delivered but not received” issues
A centralised inbox for all channels keeps tracking conversations organised and reduces the chance of delays.
Learn more in: Shopify omnichannel chat management.
Insight 7 — Your AI Assistant Should Automatically Answer WISMO Before a Human Even Sees It
This is the real power of automation.
With AeroChat, your store can automatically:
detect WISMO questions
pull the correct order status
reply instantly with live tracking info
handle follow-up queries
reassure the customer
All of this happens before a support agent is even notified.
This not only reduces WISMO, but also:
increases customer trust
keeps customers returning
protects your time
reduces support cost long-term
To explore end-to-end automation, see: Shopify AI chatbot solutions.
Takeaway
“Where is my order?” is not a problem that requires more staff — it’s a workflow issue that requires better automation.
With the right setup, you can reduce WISMO tickets by 40–70%, save hours of support time every day, and give customers a far better post-purchase experience.
When customers get tracking updates instantly, they stay confident.
When they stay confident, they buy again.
AeroChat gives Shopify stores everything they need to automate WISMO from the first question to final delivery.