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Order tracking for online stores

An order tracking chatbot that clears where is my order chats

Risolva's order tracking chatbot asks for the order number and checkout email, looks the order up in your system, and replies with the carrier, last scan and delivery date on WhatsApp, Instagram, Messenger or web chat. Lost packages and refunds go to the person your rules name.

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  • Order lookup through a custom action to your own order system
  • Asks for the checkout email or phone before sharing order details
  • Address changes run only after the customer confirms
  • Lost packages and refunds routed to the right teammate
Where is my order
Hi, where's my order #20418? The email on it is [email protected]
Checks Peak & Pine order system
Order #20418In transit
Item
Pinecrest 2-person tent
Last scan
UPS, Salt Lake City, UT, 6:40 AM
Expected
Thu, Oct 8
Order email
Matches
Thanks, Megan, that matches. Your Pinecrest 2-person tent is with UPS and was scanned in Salt Lake City this morning. It's due Thursday, Oct 8. Want the tracking link?From Peak & Pine order system

Goes to your team: Marked delivered but not at the door? The lost or damaged rule sends that chat to Sam K.

Why where is my order (WISMO) chats pile up

Most stores email a tracking link the moment a label prints, and customers write in anyway because they want someone to tell them it's fine. Each reply means opening the order, opening the carrier page and typing the last scan back into chat. The volume climbs after every sale, holiday cutoff and weather delay, which is exactly when the team has the least time.

  1. Every answer takes two lookups: your order system, then the UPS or USPS page
  2. Split shipments and backorders turn one question into a back-and-forth about which item is where
  3. The chats that really need a person, like a lost tent or a refund, sit behind dozens of routine status checks

Inside four Peak & Pine order chats

Peak & Pine Outdoor sells tents, boots and packs and ships with UPS and USPS. Each answer below comes from a live lookup in its order system, which is what keeps WISMO automation accurate when an order is split, late or not yet packed.

Backordered item
My boots came Saturday but there's no tent. Order #20377, [email protected]
Checks Peak & Pine order system
Order #20377Partly shipped
Switchback boots
Delivered Sat, Oct 3 (UPS)
Pinecrest tent
Backordered
Tent ships
Wed, Oct 14 (USPS)
Thanks, Tyler. Your Switchback boots were delivered Saturday by UPS, and the Pinecrest tent on the same order is backordered. It's set to ship Wednesday, Oct 14 by USPS.From Peak & Pine order system

Goes to your team: If Tyler would rather cancel the tent, that goes to your team unless you've also connected a cancel action.

Late delivery
Hi, tracking shows order #20291 as delayed. Any idea when it'll get here? I was hoping to have the tent for a trip Saturday. Email is [email protected]
Checks Peak & Pine order system
Order #20291Delayed
Carrier
UPS Ground
Promised
Thu, Oct 8
Last scan
Denver, CO hub, weather hold
New estimate
Mon, Oct 12
I'm sorry, Rachel. UPS has order #20291 on a weather hold at its Denver hub, and the new estimate is Monday, Oct 12, so it won't arrive before Saturday. Would you like me to bring in someone from our team to see what we can do?From Peak & Pine order system

Goes to your team: If Rachel's next message reads as frustrated or angry, the rule "Upset customers go to Leah" routes the chat to Leah W. before the AI replies again, and Rachel gets the handoff message written for that rule.

Address change before shipping
Can order #20455 go to our cabin instead? 18 Aspen Loop, Estes Park, CO 80517. Email is [email protected]
Checks Peak & Pine order system
Order #20455Packing
Ships
Tue, Oct 6
Current address
220 Pearl St, Boulder, CO
Action
update_address
Requires approval
On
Order #20455 is still being packed, so the address can change. Please confirm: ship order #20455 to 18 Aspen Loop, Estes Park, CO 80517 instead of 220 Pearl St, Boulder? Reply yes and I'll update it.From Peak & Pine order system

Goes to your team: If the order has already shipped, the change goes to your team, who can ask UPS or USPS about rerouting it.

Tracking link
Can you just send me the tracking link for #20502? [email protected]
Checks Peak & Pine order system
Order #20502Shipped
Carrier
USPS Ground Advantage
Tracking
9400 1118 9922 3374 0612 85
Link
peakandpine.example.com/track/20502
Expected
Wed, Oct 7
Sure, Owen. Order #20502 is on its way with USPS Ground Advantage, tracking number 9400 1118 9922 3374 0612 85, and it's due Wednesday, Oct 7. You can follow it here: peakandpine.example.com/track/20502From Peak & Pine order system

Order problems your rules send to a person

Each Peak & Pine rule names whoever can act on that kind of order problem. Sam files carrier claims, the billing team approves refunds, Leah takes anyone who is upset, and customer care writes to VIPs about late orders. Routine status checks never reach them, because the order lookup already answers those.

  1. Lost or damaged packages go to SamP1
    Topic is Lost or damaged package
    Routes to Sam K.

    Sam files the UPS or USPS claim and sends a replacement tent or pack, which the AI has no way to do.

  2. Upset customers go to LeahP2
    Sentiment is frustrated or angry
    Routes to Leah W.

    A tent that won't arrive before a trip calls for an apology and a decision from a person, not another status update.

  3. Refund requests go to billingP3
    Topic is Refunds
    Routes to Billing team (group)

    Refunds need someone who can approve them in the payment system, and keeping return-policy questions under a separate Returns topic lets the AI keep answering those.

  4. VIP late orders skip the AIP4
    Customer is VIP and topic is Late delivery
    Routes to Customer care (group)

    Customers you've flagged as VIP hear from a person about a late order, even when they ask politely.

What your store connects for order status lookups

An order status chatbot is only as good as the lookup behind it. There's no ready-made Shopify or order-system integration, so lookups run through a custom action that calls your own API.

An endpoint that returns order status

Your order system, or the store platform it runs on, needs an API call that takes an order number and returns the status, carrier, tracking number, last scan and expected date. Include item-level status if you can, so split and backordered orders get explained properly.

A check before any details go out

Make the order email or phone a required field on the action, and have your endpoint return nothing unless it matches the order. For extra caution, a separate verification action can be required to succeed first. The Signed-in user only setting goes further: the lookup then runs only for web chat visitors your site has signed in, and not on WhatsApp, Instagram or Messenger.

Shipping, carrier and returns pages

Add your shipping policy, UPS and USPS delivery times and your 30-day returns page as knowledge. They cover what no lookup answers, like whether you ship to Canada or how to send back boots that don't fit.

Setup with our team during onboarding

Someone on your side with API access works through it with the Risolva team during onboarding. Together you set up the lookup, plus an update_address action if your system supports one, and run test calls with a few real order numbers before customers see it.

Compared with a tracking page and shipping emails

Most stores already send a tracking link. Customers still write in, usually because the carrier page shows a scan code and not an answer.

Compared onTracking page plus emailRisolva
Where customers askFind the shipping email, open the carrier page, paste in the tracking numberAsk in WhatsApp, Instagram, Messenger or your site chat, in their own words
Split and backordered ordersOne tracking number per email, and nothing about the item that hasn't shippedExplains each item on the order, if your lookup returns item-level status
Carrier delaysAn exception like "weather delay" with no next stepThe reason and the new estimate in plain words, and a person if the customer is upset
Changing the addressThe customer emails support and hopes the label hasn't printedCollects the new address and runs your update action once the customer confirms
What reaches your teamEvery email the tracking page didn't settle, in arrival orderLost packages, refunds and upset customers, each routed by your rules

What stores ask about an order tracking chatbot

An order tracking chatbot answers "where is my order" messages in chat. In Risolva, the AI looks up the order in your own system through a custom action and replies with the status, carrier and expected delivery date, on WhatsApp, Instagram, Messenger or your website chat. Questions it shouldn't handle go to your team.

Bring a few order numbers to your demo

We'll show how a lookup against your order system would answer them, which shipping questions your pages already cover, and which order problems your rules should send to a person.

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