Answering "where is my order?" without a human
Live OMS and carrier data, an on-brand reply, and the escalation rules that send only the edge cases to an agent.
"Where is my order?" — WISMO in support jargon — is typically 30–50% of an online store's ticket volume. Every one of those tickets has the same shape: a customer, an order number, and a tracking status that already exists in your systems. No judgement required. Which is exactly why a human shouldn't be doing it.
How the workflow answers
- The ticket arrives by email, chat or SMS. The workflow identifies the customer and matches the order — even when the message is vague ("my last order??").
- It reads live data. Order status from your OMS or Shopify, real-time tracking from the carrier's API, plus your shipping policies.
- It replies on-brand. Not a template with blanks — a natural reply in your store's voice with the actual status, the realistic date, and the next step if something's late.
- It knows when to stop. Lost parcels, refund demands, angry customers, anything off-script — those escalate to your team with the full context attached.
Why speed changes the economics
A WISMO ticket answered instantly is a non-event. The same ticket answered in two days is a refund request, a chargeback risk and a one-star review. Stores running this workflow with us typically see around 70% of routine tickets fully resolved hands-off, with average reply times under a minute — and support teams that finally have time for the conversations that actually need them.
What it connects to
Shopify or your OMS, the carriers you ship with, and your helpdesk (Gorgias, Zendesk, plain email — all fine). It runs alongside our other e-commerce automation services like returns handling and abandoned-cart recovery, but WISMO is usually the right first workflow: highest volume, lowest risk, fastest payback.