Fashion Store Order Tracking on WhatsApp and Instagram
This recipe answers “where is my order” on WhatsApp, Instagram, Messenger and web chat from your Shopify orders. It checks who is asking, reads the order status and tracking, and replies with where the parcel is. Late and lost parcels go to your team with the details attached. Part of the fashion store workflows.
What happens today
Three days after a sale, the inbox fills with “order 1042 when will it arrive”, “still processing?” and “tracking no. pls”. Each one means opening Shopify, searching for the order, copying the tracking number and pasting it back. Some customers ask twice because the first reply came the next morning. The team that should be packing the backlog is answering questions about it.
The answer is the same lookup every time, and it already sits in Shopify. See WISMO (where is my order).
The flow that works
- The customer asks about their order in their own words. AeroChat asks for the order number if they have not given it.
- It checks the email or phone number on the order matches the person asking, before it shares anything.
- It reads the order from Shopify: paid, being packed, shipped or delivered, the courier and the tracking link.
- If your courier is connected, it reads the latest tracking event from the courier directly and tells the customer where the parcel is.
- If the order is later than the delivery time you promise, or the tracking has not moved for several days, it tells the customer a team member will check and hands over with the order attached.
The recipe
Copy this into AeroChat
When a customer asks where their order is, follow these steps.
- Ask for their order number if they have not given it. If they do not have it, ask for the email or phone number they ordered with.
- Look up the order in Shopify. Check the email or phone number on the order matches the customer. If it does not match, do not share any order details and ask them to message from the number they ordered with or to give the order email.
- Tell them the order status in one line. If it is paid but not shipped, tell them our packing time, for example “orders ship within 2 working days” (example).
- If it has shipped, give the courier and the tracking link. If our courier is connected, check the latest tracking event with the courier and tell them where the parcel is now.
- If the order is more than 3 working days past our delivery time for their area (example: local orders 2 to 4 working days, international orders 7 to 14), or the tracking has not changed for 4 days, do not guess. Tell them a team member will check with the courier and reply, tag the conversation “delivery issue” and hand it to our team with the order number.
- If they say the parcel is marked delivered but they did not get it, or the item is damaged or wrong, hand to our team straight away with the order number and what they said.
Never promise a delivery date the courier has not given. Never offer a refund or a resend. Reply in the customer’s language.
Change the packing time, delivery times and the number of days before a handover to your own before you paste it.
What to connect
- Shopify. Built in. Install the AeroChat app and order lookup works. It checks the customer’s email or phone first, and orders are never stored in AeroChat.
- Tracking numbers on your fulfilments. Add the courier and tracking number when you fulfil an order in Shopify, or let your shipping app do it, so there is something to read.
- Your courier, if you want live parcel progress. If your courier has a public tracking API, it connects through that API with the key from your courier account, and AeroChat reads the latest tracking event directly. Without it, AeroChat gives the tracking link from Shopify.
- Your delivery times. Upload your packing time and delivery times by area to the knowledge base.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist of what is left to connect, then you 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
- Your delivery times by area, and how late is late enough to hand over.
- What your team does for a lost or damaged parcel: resend, refund or claim.
- Whether customers can change the delivery address after ordering, and up to when.
AeroChat follows these as written. It does not promise a date, a resend or a refund.
The result to expect
Order questions get an answer in seconds at any hour, including the weekend after a sale. Your team sees only the parcels that need a person, already tagged and with the order attached.
Measure it with your own numbers: how many order-status conversations your team answered by hand in the month before, and in the month after. In the first week, read a sample of the replies in the inbox and adjust where the wording is not yours.
Next: returns and exchanges.
Answer your first order question
Install the app, paste the recipe and message your store with the number of a recent order. You will see the reply your customers get.
Install AeroChat from the Shopify App Store. Start your 7-day free trial, no credit card needed.
Not on Shopify? Sign up here.