Use case · Where is my order?
Answer order status questions in one step.
Where is my order is the question a store gets most. The helpdesk shows the order beside the email, fills the tracking link into your reply and sorts these tickets before anyone opens them.
MOMaya Okafor
Hi, order #1042 said 3 to 5 days. Where is it?
A rule tagged it shipping and assigned Orders
ARAna RuizMacro: Order status
Hi Maya, #1042 is with the carrier and should reach you Thursday. You can follow it with the tracking link below.
Sent from your support address
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Questions this covers
- “Where is my order?”
- “My tracking hasn't moved”
- “It says delivered but it isn't here”
- “When will it ship?”
How it works
From the customer's email to the answer
Three steps, each one a part of the helpdesk that works today.
- 1
The ticket arrives sorted
A rule spots words like tracking and where is, tags the ticket and hands it to the team that answers order questions.
Tag shipping questionsWhenA ticket is createdIfChannelisemailandMessagecontains any ofwhere istrackinghasn't arrivedThenAdd tag: shippingAssign team: OrdersSet priority: highRecent runs
- #41829:41Tagged, assigned to Orders
- #4176Tue 16:02Tagged, assigned to Orders
- #4169Tue 11:18Tagged, assigned to Orders
- 2
The order is already there
The customer's Shopify orders sit beside the ticket with their delivery status, matched by email address.
MOMaya Okafor9:41Hi, order #1042 said 3 to 5 days and it has been a week. Tracking hasn't moved since Monday. Can you check where it is?
BCBen CarterInternal note9:44Carrier shows #1042 at the regional hub since Monday. I asked them to trace it.
ReplyNoteForwardHi Maya, thanks for waiting. Your order #1042 is at the carrier's regional hub and we have asked them to trace it.From help@demostore.exampleSendSend and close - 3
One macro writes the answer
The macro fills in the customer's name, the order number and its tracking link, then tags and snoozes the ticket.
shipShipping delay
Tags shipping, assigns Orders
Shipping to Canada
Tags pre-sale
Tracking link
Closes the ticket
Macro text
Hi {{ticket.customer.firstname}}, thanks for waiting. Your order is with the carrier and we have asked them to trace it. We will write again by Thursday.
{{current_user.firstname}}
Also does
- Add tag shipping
- Assign team Orders
Preview for this ticket
Hi Maya, thanks for waiting. Your order is with the carrier…
The parts of the helpdesk doing the work
Rules
Tag and route new tickets before anyone opens them. Learn more
Customer sidebar
Orders, totals and delivery status beside the ticket. Learn more
Macros
Saved replies with the order number and tracking link filled in. Learn more
Help center
Articles customers find before they write in. Learn more