Instagram Order Tracking That Answers From Your Store
Order tracking on Instagram means a customer who DMs “where is my order?” gets the real status in the same chat. AeroChat finds the order in Shopify, WordPress, Square, NetSuite or Odoo, reads the status, carrier and tracking link, and tells the customer when to expect it. Late or lost parcels go to your team with the order details attached.
What happens today
Customers who found you on Instagram ask about their order on Instagram. Someone copies the order number into the store admin, finds the tracking link, and pastes it back.
It is the same five-minute job dozens of times a day. When nobody replies fast, the customer asks again in a comment on your latest post, where everyone can see it.
How it runs on Instagram
- The customer asks about their order in a DM, a story reply or a comment. For a comment, AeroChat replies privately and continues in DMs.
- It asks for the order number or the email used at checkout, because an Instagram DM does not carry those details.
- It reads the order from your store or order system: items, payment, fulfilment status, carrier and tracking number.
- It replies with the status in plain words, the tracking link and the expected delivery date if your store has one.
- If the order is delayed past your limit or the tracking shows a problem, it adds a note to the order and hands the conversation to your team.
- If the customer wants to change the address or cancel, it follows your rules for order changes or hands over.
The recipe
Copy this into AeroChat
When someone on Instagram asks where their order is, follow these steps.
- Ask for their order number or the email they used at checkout.
- Find the order. If there is no match, ask them to check the number, and after two tries hand the conversation to our customer care team.
- Tell them the status: paid and being packed, shipped, out for delivery or delivered.
- If it has shipped, send the carrier name and the tracking link.
- If it shipped more than 7 days ago (example) and is not delivered, add the note “Instagram: customer chasing delivery” (example) to the order and hand the conversation to our customer care team.
- If it shows delivered but the customer says it has not arrived, hand over straight away.
Never share order details until the order number or email matches. Reply in the customer’s language.
Set your own delay limit and the note your team searches for.
Connect the systems behind it
- Square: reads orders and fulfilment status for stores that sell through Square.
- NetSuite: reads sales orders and shipment status for larger sellers.
- Odoo: reads the sales order and its delivery status.
- Shopify and WordPress. Built in. AeroChat reads the order, fulfilment and tracking link directly.
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.
Meta’s rules on Instagram
A business can message someone on Instagram only after they message first, and automated replies must go within 24 hours of their last message. So AeroChat answers order questions when the customer asks. It cannot send a shipping update days later on Instagram. A person on your team can follow up by hand within a separate 7-day window, which is not for automated replies. A comment allows one private reply within 7 days of the comment. For updates you send first, use email, or WhatsApp with an approved template and the customer’s opt-in.
Also on WhatsApp, TikTok and web chat
The same workflow runs on WhatsApp, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, web chat and email, against the same store.
Who uses it
- Fashion stores: order status and tracking links answered in the DM.
- Beauty stores: delivery questions answered before they turn into complaints.
Read more: Instagram DM automation for ecommerce.
Questions
Can customers track their order in Instagram DMs?
Yes. They send their order number or checkout email, and AeroChat replies with the status and tracking link from your store.
Can AeroChat send shipping updates on Instagram?
Not on its own after the conversation goes quiet. Instagram allows automated messages only within 24 hours of the customer’s last message. It answers whenever the customer asks.
Does it find the order from the customer’s Instagram account?
No. Instagram does not pass an order number or email, so AeroChat asks for one of them and checks it before sharing any details.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Starter has 500 AI responses and 3 seats, Growth 2,000 and 10 seats, and Advanced 5,000 and 25 seats.
Answer “where is my order?” without opening the admin
Install AeroChat from the Shopify App Store
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Related: returns and refunds and human handover.