Where is my order reply templateWhere is my order?
Answered in one step.
Below is a plain-text reply template for the question every online store answers every day, with a version for each order status. If you'd rather not do it by hand, your AI assistant looks up the order, picks the right version and drafts it in your rep's inbox.
Copy the order number. Open Shopify. Find the tracking link. Check where it is. Find the saved reply. Fill in the dates. Check the late-order policy. Or just ask.
Where's this customer's order, and what do we tell them?
Your assistant finds the order by number or by the customer’s email, then reads its status, items and tracking from Shopify or WooCommerce. It picks the approved reply for that situation: not shipped yet, on its way, late or marked delivered. If the order is late enough to qualify for something under your policy, it checks that too, then drafts the update with the real details filled in.
Tracking and the reply, side by side.
Your rep sees what the order shows and the draft that came from it, so checking one against the other takes seconds instead of three tabs. The same request works from a help desk ticket or a plain email. It reads your store; it doesn’t change anything in it.
A “where is my order” reply for every status.
Copy this order status email into your saved replies and swap the parts in square brackets. Every version answers the question in the first line, says what happens next and gives the customer one easy way back to a person.
Subject: Your order [#number]: here's where it is Hi [first name], Thanks for checking in. Your order [#number] shipped on [date] with [carrier] and is on its way. You can follow it here: [tracking link] It should arrive by [date]. If it hasn't turned up by [date + 2 days], reply to this email and we'll sort it out. [Your name] [Store name]
Swap the middle for the order's status
- 01 Not shipped yet
“Your order [#number] is being packed and should ship by [date]. You’ll get a tracking link by email as soon as it does.”
- 02 Running late
“Your order [#number] is taking longer than it should, and I’m sorry. It’s with [carrier] and the latest update shows [status]. [What your policy offers, if anything.]”
- 03 Marked delivered, not received
“Tracking shows your order was delivered on [date]. Could you check with neighbors or any safe spot? If it’s still missing by [date], reply and we’ll [your policy: reship or refund].”
- 04 Partly shipped
“Part of your order is on its way: [items], tracked here: [link]. The rest ships separately by [date].”
Keep the promise in the last line to something your policy allows. It’s the line customers quote back.
Lost parcels and make-goods stay with your team.
Reshipping or refunding
Your assistant can say an order qualifies under your policy. Sending a replacement or issuing a refund is done by a person, in your store.
Carrier claims
Chasing a carrier about a lost parcel takes phone calls and patience. A person owns the claim; your assistant can draft the update to the customer.
The third “where is it?”
When a customer has asked more than once, a person should take it from there. Your escalation rules say when to hand off and to whom.
Your rules, written down. Then followed every time.
Set up for you as part of the Customer service package, typically in one to two weeks. No technical staff needed: one person who knows how the work flows, plus logins to your apps.
What your assistant learns
Rules we write down with you
Shortcut · for this job
Open the email or paste an order number, then use Order update. Your rep reviews the draft and sends it.
Works with
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Can AI answer “where is my order” emails automatically?
It can do nearly all of the work: find the order, read the tracking, pick the right reply and fill in the details. We set it up so a person still sends it. Checking a draft against the order takes seconds, and it means a person stands behind every delivery date a customer is told.
Does it work with Shopify and WooCommerce?
Yes. Your assistant looks up orders by order number or customer email and reads the status, items and tracking. It reads your store and doesn’t change anything in it.
What should a late order email say?
Say sorry once, give the latest tracking update and say clearly what happens next and by when. If your policy offers something for late orders, like a shipping refund, say so. Don’t guess a new delivery date the carrier hasn’t given.