Order Status Tracking

Key Capabilities

Live status from Shopify — pulls real order and fulfilment status directly from your store, not a stale copy.
Email confirmation first — asks for the email on the order before sharing any details, so order info only goes to the right person.
Answers the full "where's my order?" question — payment status, fulfilment, and delivery progress, in plain language.
Works on every channel — the same lookup works in web chat, WhatsApp, Instagram, Messenger, Telegram, and email.
24/7, no agent needed — the most repetitive support question your team gets, handled automatically around the clock.
No setup beyond Shopify — once your store is connected, order tracking works out of the box.

Overview

"Where is my order?" is the single most common question most online stores get — and it's also the most repetitive. Every one of those messages pulls an agent away from work that actually needs a human, or sits unanswered overnight while an anxious customer refreshes their email. Pointing people to a separate tracking page adds friction; answering each one by hand doesn't scale.

Order Status Tracking handles it inside the conversation. When a customer asks about their order, AeroChat first asks for the email address on the order to confirm who they are — so sensitive order details are only ever shared with the right person. Once confirmed, it looks up the live status directly from your Shopify store and replies in plain language: whether the order's been paid, fulfilled, and where it is in the delivery process. It works the same way at 3pm or 3am, across every channel you support, and it never gets tired of answering. Because it reads live from Shopify, the status is always current — not a snapshot that's hours out of date.

How It Works

Customer asks

Someone messages asking where their order is, on any connected channel.

Confirm identity

AeroChat asks for the email address on the order before sharing anything, verifying the request is genuine.

Live lookup & reply

Once confirmed, it pulls the current status from Shopify and answers in plain language — paid, fulfilled, and on its way.

See It In Action

Scenario 1

A late-night "where's my order?"

Hi, where's my order #1234?

Happy to help! To pull up your order securely, could you confirm the email address used to place it?

maya@email.com

Thanks, Maya — found it. Your order #1234 has been fully paid and is on its way. Status: Delivery in process. You'll have it soon!

Why this wins: The most repetitive question your team gets, resolved in seconds — at 3am, with no agent and no ticket. The email check means order details only ever reach the real customer.

Scenario 2

A second way to verify

Can you tell me the status of order #1234?

Of course — first, can you confirm the email address on the order?

sorry, I don't remember which one I used

No problem — could you share the phone number on the order instead? I can verify it that way and pull up your status.

sure, it's +65 8123 4567

Perfect, that matches — thanks! Order #1234 is paid and on its way. Status: Delivery in process.

Why this wins: A forgotten email doesn't become a dead end. AeroChat offers a second secure way to verify, so customers still get their answer — without order details ever reaching the wrong person.

Setting It Up

Connect your Shopify store to AeroChat — a one-click connection under Shopify.
That's it — order status tracking is active automatically. The AI can now answer order and delivery questions using live data from your store.
Optionally, use Custom Instructions to shape how the AI phrases updates to match your brand voice.

FAQ

Where does the order information come from?

Directly from your connected Shopify store, read live at the moment the customer asks — so the status is always current.

How does AeroChat make sure it's the right customer?

Before sharing any order details, it asks for the email address on the order. If the customer can't recall it, the phone number on the order works as an alternative — details are only revealed once one of them matches.

What can it tell customers?

Payment status, whether the order's been fulfilled, and its delivery progress — the answers behind "where's my order?"

Does this work outside web chat?

Yes. Order tracking works across every connected channel, including WhatsApp, Instagram, Messenger, Telegram, and email.

Do I need to set anything up?

Beyond connecting your Shopify store, no. Once connected, order tracking works automatically.