Order status in chat for TikTok Shop

Yes. AeroChat answers “where is my order?” in TikTok Shop buyer chat. It asks for the order number, looks up the row in your Google Sheet where your team logs packed orders, tells the buyer when it was handed to the courier, and points them to the live tracking on the order page in the TikTok app. If you do not keep a Sheet, it answers from your packing times. Tracking and delivery stay in TikTok Shop.

This recipe handles order status questions in TikTok Shop buyer chat. Part of TikTok Shop and AeroChat.

What happens today

“Where is my order?” is the question buyers ask most after they pay. On TikTok Shop, the tracking is already on the order page, but buyers still message you, often before the courier has picked the parcel up. Someone on your team checks the order and types the same reply again and again. See WISMO.

The flow that works

A buyer asks where their order is in TikTok Shop buyer chat.
AeroChat asks for the order number if the buyer has not given it.
It looks up the order number in your Dispatch Sheet.
If the order is there, it tells the buyer the date it went to the courier and points them to the tracking on the order page in the TikTok app.
If the order is not there yet, it tells them your packing time from your delivery policy.
If the order is later than your limit, it hands the chat to your team with the order number.

What it looks like in TikTok Shop buyer chat

Buyer: I bought the toner from your LIVE on Saturday, when will it come? (example)

AeroChat: Hi! Thanks for joining the LIVE. Could you send your order number so I can check?

Buyer: 5770120098 (example)

AeroChat: Order 5770120098 was handed to the courier on Monday. You can follow it from the order in the TikTok app, which shows each courier update.

Behind the reply: AeroChat looked up the order number in your Dispatch Sheet, where your team logs packed orders.

The recipe

Copy this into AeroChat

When a buyer in TikTok Shop buyer chat asks where their order is, follow these steps.

Ask for the order number if they have not given it.

Look up the order number in our Dispatch Sheet.

If it is there, tell them the date we handed it to the courier and that they can follow the parcel from the order page in the TikTok app.

If it is not there, tell them our packing time from our delivery policy.

If the order is more than 7 days old (example) and still not delivered, apologize and hand the conversation to our team with the order number.

Never promise a delivery date. Never share another buyer’s order details. Reply in the buyer’s language.

Add your packing times to AeroChat’s knowledge before you paste it. If your team keeps a Dispatch Sheet, add columns for order number and date sent.

What stays in TikTok Shop

AeroChat handles the conversation. Orders, shipping and the courier tracking stay in TikTok Shop. AeroChat reads only the order number the buyer gives and your own Sheet, and never sends an outside tracking link in TikTok Shop buyer chat.

What to connect

Your TikTok Shop. Connect it from the AeroChat dashboard. TikTok Shop sets its own approval steps for chat access, and our team takes you through them. See TikTok Shop and AeroChat.
Your Dispatch Sheet, if you keep one. A Google Sheet with the order number and the date each parcel went to the courier.
Your delivery policy. Packing times and what happens on public holidays and sale days.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist of what is left to switch on: connect your shop, add your knowledge, link your Sheet if the recipe uses one, then 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

How many days late an order must be before it goes to your team.
Whether AeroChat names the courier from your Sheet.
What AeroChat says on sale days when packing takes longer.

The result to expect

Buyers get a clear answer about their order in seconds, with a pointer to the tracking TikTok Shop already shows. Your team only sees the orders that are really late.

Measure it with your own numbers: “Where is my order?” chats your team answers by hand, for a month before and after.

The same workflow on your other channels

This recipe runs in TikTok Shop buyer chat and, with the same knowledge, on WhatsApp, Instagram, Messenger and your web chat. On those channels it can also act in your own store. See order status across your store and chat channels.

Selling on more than one marketplace? The same workflow for Lazada, Shopee.

Questions

Does AeroChat read orders from TikTok Shop?

AeroChat works from the order number the buyer gives in TikTok Shop buyer chat and from your own Dispatch Sheet. The tracking itself stays on the order page in the TikTok app. For a ready message when the parcel ships, see the TikTok Shop shipping update template.

What if I don’t keep a Dispatch Sheet?

AeroChat answers from your packing times, and still points the buyer to the tracking on their order page. It hands late orders to your team.

What about orders from my own store?

For your own Shopify or WooCommerce store, AeroChat reads the order and the courier tracking directly. See order status in chat.

Answer “where is my order?” in TikTok Shop buyer chat

Connect your TikTok Shop, add your packing times, paste the recipe, and ask your own shop where a test order is.

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See plans.

On Shopify? Install AeroChat from the Shopify App Store.