An order tracking chatbot for Shopify that needs no login

Why "where is my order" deserves its own answer

Support teams call it WISMO: "where is my order?". It arrives a day after purchase, again when the tracking page has not moved, and again when the parcel is late. Each one is easy to answer — look up the order, read the status, copy the tracking link — and each one still takes a person a few minutes. For a small store, they add up to a large part of all support mail.

The answer is already in Shopify. The only reason a person has to step in is that someone must check the shopper is entitled to see that order. That check is what the assistant does.

How it works

1. The shopper asks about their order in the chat window on your store.
2. The assistant asks for the order number and the e-mail address used for the order.
3. It looks the order up in your Shopify store. Only if the number and the e-mail match the same order does it see anything.
4. It tells the shopper what Shopify says: whether the order is paid, whether it has shipped (not shipped yet, being prepared, partly shipped, shipped), what is in it, and the carrier, tracking number and tracking link once there is one.

General questions — "how long does delivery to Germany take?" — are answered from your shipping policy without asking for any order details. The order lookup is only used when the shopper wants the status of their own order.

Safe by design: nothing is shown without a match

Order details are personal. The assistant never reveals anything about an order unless the order number and the e-mail on that order both match. If they do not, it says the number and e-mail did not match and offers to try again or to pass the question to you. It does not say whether the order exists, whose it is, or what is in it.

Shoppers do not need to create or sign in to a customer account, which is the step where many order-status tools stop. Guest checkouts are common, and a shopper asking from their phone rarely remembers a password for a store they bought from once.

Cancel an unshipped order or change its address

The second most common order request is "I made a mistake": the wrong size, the old address, an order placed twice. If you switch these on in the app, the assistant can handle two of them:

• Cancel an order nothing of which has shipped. Shopify refunds the payment to the original payment method, restocks the items and e-mails the shopper a confirmation.
• Change the delivery address of an order nothing of which has shipped.

Both are off by default. The assistant first checks the order (number and e-mail again), then tells the shopper exactly what will happen and e-mails a one-time code to the address on the order. Nothing changes until the shopper types it. You are told every time. If anything has already shipped, or the order is closed, it explains why it cannot and passes the request to you.

When a person is needed

A lost parcel, a damaged item, a refund request or a shopper who simply wants a human: the assistant passes the conversation to you by e-mail, Slack, Discord or Telegram, with what was said. From the chat apps you can answer right there, and your reply appears in the shopper's chat window.

Order tracking needs our Shopify app, because that is where the assistant can read orders. On websites outside Shopify — WooCommerce, BigCommerce, Wix and others — the assistant answers product and policy questions, and passes order questions to you.

What it costs

A conversation is one shopper chatting, however many questions they ask. Shopify stores get 30 conversations a month free; paid plans are $19 for 90, $59 for 275, $199 for 1,000 and $1,099 for 6,000 a month, billed through Shopify. There are no per-resolution fees: an order lookup costs nothing extra. If you reach your limit, new shoppers are asked to e-mail you until the next month. See pricing.

The App Store listing is coming soon. Write to [email protected] for the install link, or try order lookups on our Shopify demo store.

Questions