Order tracking that
answers itself
Between 30% and 50% of all support tickets are some variation of "where is my order?". OrderWise looks up the order in Shopify, picks the right carrier, and replies with a tracking link and ETA — before anyone in your team sees the message.
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WISMO is the tax every Shopify store pays
Tracking emails go out, customers don't read them, and three days later they ask the chat widget instead. The numbers are well-documented: WISMO sits between 30% and 50% of inbound tickets for most ecommerce brands. None of these tickets need a human.
Repetitive lookups
Your team opens Shopify, finds the order, copies the tracking number, opens the carrier site, copies the ETA, pastes everything back into the chat. 90 seconds per ticket, fifty times a day.
Carrier patchwork
Domestic orders ship DHL, EU orders ship DPD, US orders ship USPS. Each one has a different URL format. Customers don't care — they want one link, working, on the first reply.
Off-hours dead zone
Most tracking questions arrive between 8 PM and 11 PM when customers are checking their phones. By morning the customer has emailed three times and opened a PayPal dispute.
How OrderWise answers tracking questions
The AI reads the conversation, matches the customer to an order, and pulls live data from the Shopify Admin API. No order number required from the customer — we already have it.
- 01
Customer says something — anything
"Where is my package?" — "Hat es schon meine Bestellung verlassen?" — "Track #1234". The AI parses intent in any of the five supported languages. If an order number was mentioned, it uses that; otherwise it matches by email or recent purchase.
- 02
We pull the order from Shopify in real time
Status, fulfillment, tracking number, carrier, last scan event, and the estimated delivery window. No staging cache, no scraping, no hallucination — every value comes from the Shopify Admin GraphQL API on the live request.
- 03
The customer gets one clean reply
Order number, carrier, tracking link, current status, and the ETA — formatted into three short lines. If the customer wants to chat further, the AI keeps the order context for the whole thread.
A real exchange
This is the kind of reply OrderWise sends within three seconds — without any human involvement.
No human involved. The order was matched by Emily's email on the storefront session.
What "order context" actually means
Generic chatbots use a static FAQ and a script. Ask them "where is order 1234" and they either say "please contact our team" or paste a generic policy. OrderWise calls the Shopify Admin GraphQL API for every conversation — orders, fulfillments, tracking_info, customers, all of it. The model sees real values and replies with real values.
Carrier detection is built in. We map Shopify's fulfillment tracking_company field to a clean carrier name ("DHL", "DPD", "USPS", "Royal Mail", "Australia Post") and to a working tracking URL. If the carrier isn't recognized, we fall back to the raw URL Shopify provides and label it neutrally.
Timezones are handled per-shop. ETAs render in the shop's configured timezone, not the customer's or the server's. If a customer in Madrid asks about a parcel from a Berlin store, the AI answers with a Berlin-time delivery window, which is what the carrier promised.
When tracking data is missing — a real-world edge case, especially for international shipments — the AI says so plainly, gives the order status, and asks if the customer wants to be paged when tracking is available. It doesn't invent a number.
Tracking replies on every plan
Order tracking is core to OrderWise — it's included on every plan, starting at $0.
Growth
- Unlimited conversations
- 5 languages, auto-detected
- Analytics + CSV export
Frequently asked questions
- Do customers need to give an order number?
- No. OrderWise matches the customer to their orders by email (if they're logged into the storefront) or by phone. If neither is available the AI asks once, politely.
- Which carriers are supported out of the box?
- DHL, DPD, GLS, Hermes, UPS, FedEx, USPS, Royal Mail, Australia Post, La Poste, PostNord, Correos, and a generic fallback for any other carrier Shopify tracks. We use whatever Shopify has in the fulfillment record.
- What if the tracking page is broken or the carrier hasn't scanned the parcel yet?
- The AI says exactly that. "Your order shipped on Monday but the carrier hasn't scanned it yet — this is normal for the first 24 hours." No invented ETAs.
- Does it work for partial fulfillments?
- Yes. If two items shipped Monday and one ships Friday, the AI reports both tracking numbers and the relevant ETAs separately.
- How long does setup take?
- Install from the Shopify App Store, click "Enable Embed" in the theme editor, done. Most stores are live in under five minutes — no code changes, no developer needed.
Free your team from "where is my order?"
Install OrderWise, enable the widget, and watch tracking tickets resolve themselves. 5 minutes to set up, 14 days free.
Install OrderWise Free14-day free trial · No credit card · Cancel anytime
Related use cases
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