Answer ShipBob Order Status Questions on WhatsApp
Yes. AeroChat works directly with ShipBob. It finds the order in ShipBob, tells the customer whether it is being packed or has shipped, and can update the address or cancel the order in ShipBob before it leaves the fulfilment centre.
This recipe answers “has my order shipped?” and the changes that come with it, straight from ShipBob, so the customer does not wait for your team to look it up. Part of connecting ShipBob to WhatsApp and AI chat.
What happens today
Customers message soon after they order: has it shipped, can I change the address, can I cancel. Someone opens ShipBob, searches for the order, checks the shipment status and replies. By the time they see an address change or a cancellation, the order may already be packed, and a simple fix turns into a return or a redelivery.
The flow that works
- AeroChat asks for the order number.
- It finds the order in ShipBob and reads the shipment status and the expected ship date.
- It tells the customer where the order stands in one line.
- If the customer wants a new address or to cancel, and the order has not shipped, it makes the change in ShipBob and confirms.
- If the order is on hold, has an exception or has already shipped, it explains and hands over to your team where needed.
What it looks like on WhatsApp
Customer: Hi, I ordered yesterday, order 30422. Has it gone out? I typed the wrong postcode. (example)
AeroChat: It has not shipped yet, so I can fix that. What is the right postcode?
Customer: 238801
AeroChat: Done. Order 30422 will go to 8 Example Road, Singapore 238801 (example). It is due to ship today.
In ShipBob: the shipment address on order 30422 is updated with the new postcode before the order is packed.
The recipe
Copy this into AeroChat
When a customer asks about their order, follow these steps.
- If you do not know which order they mean, ask: “Can I have your order number?”
- Find the order in ShipBob by that order number and read its shipment status and expected ship date.
- If it is still being processed, say it is being picked and packed and give the expected ship date.
- If it has shipped, give the carrier and the tracking link.
- If they want to change the address and it has not shipped, ask for the full new address, read it back to confirm, and update the shipment address in ShipBob.
- If they want to cancel and it has not shipped, confirm the order, ask for a short reason and cancel it in ShipBob. Tell them our team will process the refund.
- If the order is on hold, has an exception, or ShipBob cannot make the change, apologise and hand the conversation to our team.
Never share another customer’s details. Reply in the customer’s language.
Decide whether AeroChat may cancel orders on its own or should pass cancellations to your team before you paste it.
What to connect
- ShipBob. Sign in as the account’s main user, go to Integrations, then API Tokens, and choose Generate New Token. Paste it in when AeroChat asks.
- Your knowledge base. Upload your shipping times and cancellation policy, so AeroChat answers the follow-up questions.
Fulfilment and shipping stay billed to your own ShipBob account. POS Malaysia delivery is built into AeroChat, so you only need this recipe if ShipBob already fulfils your orders.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect ShipBob, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from ShipBob’s public documentation, the checklist asks you to check it once against the current docs.
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
- Whether AeroChat can change addresses and cancel orders, or only report status.
- Your cancellation policy and how refunds are issued.
- Who gets the handover when an order is on hold or has an exception.
The result to expect
Customers know where their order stands as soon as they ask, and address fixes and cancellations reach ShipBob before the order is packed. Your team only handles the orders that need a person.
Measure it with your own numbers: order-status messages answered by hand, and orders shipped to a wrong address, for a month before and after.
Next: answer where-is-my-parcel questions with ShipBob.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same ShipBob connection behind it. See what each channel does on the ShipBob integration page.
Answer your first order question from ShipBob
Paste the recipe, add your ShipBob token, and ask about a recent order in the chat yourself.
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