Order Status on Web Chat
Answer “where is my order?” in the chat on your website, from the order itself. AeroChat asks for the order number and the email on it, verifies them, reads the fulfillment status and tracking from your store, checks the latest courier scan and replies in the chat window with the status, the delivery estimate and the tracking link. Lost or stuck parcels go to your team in the same window. It is the order status workflow, running in your web chat.
What the customer asks
Many customers look for order help on your website first. They open the chat on your home page, your order tracking page or your contact page. Order status questions are known as WISMO, short for “where is my order?”.
- “I ordered last week. Where is it?”
- “The tracking link in my email doesn’t work.”
- “Has my order shipped yet?”
- “It says delivered but nothing is here.”
What AeroChat does, step by step
- The customer asks in the web chat. AeroChat asks for the order number and the email or phone number on the order, and verifies them. Orders are never stored.
- It reads the order from your store: payment, fulfillment status, courier and tracking number.
- If the order has shipped, it checks the latest scan with your tracking app or courier.
- It replies in the chat window with the status, the last scan with place and time, the delivery estimate and the tracking link.
- If the order has not shipped, it gives your dispatch time for that order.
- If tracking has not moved for longer than you allow, or it shows delivered and the customer has nothing, it hands the chat to your team with the order and tracking history. The customer stays in the same window and does not repeat themselves.
The systems it uses
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat verifies the customer and reads the order, fulfillment and tracking number.
- Your tracking app or courier. AfterShip, 17TRACK, ParcelPanel and Track123 connect through their APIs. POS Malaysia is built in for sellers in Malaysia.
- Your web chat. On Shopify and WordPress, the AeroChat app or plugin adds it. On any other site, paste one script tag before the closing body tag. See connect web chat.
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 it looks like in your web chat
Customer: Hi, where is order #4471? (example)
AeroChat: I can check that. What is the email on the order?
Customer: dana@example.com
AeroChat: Thanks, Dana. Order #4471 shipped on Tuesday. The last scan was at the Dallas hub at 7:40 this morning, and it is due tomorrow (example). Track it here: [tracking link]
Customer: Great, thanks.
In your store: nothing changes. AeroChat only read the order and the tracking.
The recipe
Copy this into AeroChat
When a customer in our web chat asks where their order is, follow these steps.
- Ask for the order number and the email or phone number on the order, and verify them.
- If the order has not shipped, tell them it ships within 1 business day of payment (example).
- If it has shipped, get the latest tracking scan and reply with the status, the last scan with place and time, the delivery estimate and the tracking link.
- If the tracking link in their email does not work, send the tracking link again in the chat.
- If tracking has not updated for 4 days (example), tell them what the tracking shows and hand the chat to our team.
- If it shows delivered but the customer does not have it, ask them to check with neighbors and the building, then hand the chat to our team.
Never guess a delivery date. Never share another customer’s order details. Reply in the customer’s language.
Change the dispatch time and the number of days before handover to your own.
Why web chat is different
A customer in your web chat may not be logged in to your store, so the order number and email check is what keeps the order private. The chat keeps its history as the customer moves between pages, so they can open the tracking link and come back to the same conversation. If your team takes over, the customer stays in the same window.
Where it runs
This page covers your website chat. The same workflow, with the same store connection and rules, runs on WhatsApp, Instagram, Facebook Messenger, TikTok Shop buyer chat, Telegram and email. See the order status workflow for every channel.
Channel versions: WhatsApp, Instagram and Messenger. For your store platform: Shopify and WooCommerce.
Other web chat workflows: abandoned cart recovery, product recommendations and size and fit.
Questions
How does AeroChat check it is the right customer?
It matches the order number with the email or phone number on the order before it shares anything. Orders are never stored.
Does it work with my courier?
If your tracking app or courier has a public API, yes. AfterShip, 17TRACK, ParcelPanel and Track123 cover many carriers at once. POS Malaysia is built in.
Can a person take over the chat?
Yes. When AeroChat hands over, your team picks up the same web chat in the AeroChat inbox, next to WhatsApp, Instagram and email, with the order details already in the conversation. See human handover.
How do I set this up?
Sign up for the 7-day free trial, connect your store and add the web chat to your site. Connect AeroChat to your AI assistant, such as Claude, ChatGPT or Gemini, and describe the workflow, or paste the recipe above. AeroChat builds it as a draft. Add the key for your tracking app, then turn the workflow on. No code needed.
Let your website answer order questions
Start the trial, add web chat to your site and paste the order status recipe. Then open your own chat and ask where a test order is.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect your store for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.