Answer order-status questions and flag shipping exceptions

Where-is-my-order (WISMO) questions are the largest share of tickets for most online stores. Support reps spend hours copying tracking links out of Shopify and carrier sites, while real shipping problems—packages stuck at a hub for a week, wrong addresses, or damaged deliveries—sit buried in the same queue.

When a customer asks about an order by email or chat, the agent verifies their order number and email address, looks up the order in your store backend and the live carrier tracking status, and writes a clear reply with the current status, last scan location, estimated delivery window, and tracking link. If the order is still within your normal processing window or moving normally in transit, it answers right away. If tracking shows an exception (stalled with no scan for several days, returned to sender, marked delivered when the customer says it is missing, or a request to change the shipping address), the agent routes the ticket to a human rep with the order and carrier details attached.

1. Connect read-only access to your ecommerce store orders (such as Shopify or WooCommerce) and your shipping or tracking provider
2. Write clear rules for each order state: unfulfilled within SLA, unfulfilled past SLA, in transit on time, carrier exception, and marked delivered
3. Require the agent to match the customer's email or phone number to the order before sharing tracking details or shipping addresses
4. Let the agent draft or reply to routine in-transit and within-SLA order checks using live data from your store, never guessed delivery dates
5. Route stalled shipments, 'marked delivered but missing' reports, address change requests, and reshipment or refund decisions straight to a support rep
6. Audit a weekly sample of replies and handoffs to make sure exceptions are never brushed off with a generic tracking link

• Gorgias
• Intercom Fin
• Zendesk AI agents
• Shopify or WooCommerce
• Decagon
• n8n + an LLM

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Support reps handle every lost-package claim, reshipment, refund, carrier claim, and shipping-address change. Customers can ask for a person at any point.

Sharing a street address or order contents with someone who only guessed an order number leaks customer data, so always verify the email or phone on the order first. Never let the agent invent a delivery date when the carrier has not posted one, or promise a free replacement without human approval.

Measure the share of routine order-status tickets answered without rep clicks, first response time on WISMO questions, and how quickly real shipping exceptions reach a human rep.