GUIDE · ORDER TRACKING

Reduce “Where is my order?” messages before they reach the inbox.

You do not need to answer faster when a question can be prevented. Start by measuring WISMO contacts, fix tracking information and reserve human attention for genuine exceptions.

1. Establish the baseline

Count order-status conversations for 14 days and divide them by shipped orders. Separate first contacts from reopened tickets so fewer messages are not confused with poorer resolution.

WISMO rate = new tracking conversations ÷ shipped orders. Also record reopenings and cases without an order number.

2. Fix the source

Check that each shipment has a valid carrier and tracking record and that notifications send the customer to the correct status. Do not invent dates when the carrier provides no reliable estimate.

Before automating: order, handling status, carrier, tracking URL and time of the latest update.

3. Configure Inbox

Shopify Inbox supports instant answers and saved replies. Use a reviewed answer that says where to check the order, what details to provide and when a person will step in.

Hi {{customer_name}}. You can track {{order_number}} at {{tracking_url}}. If it has not changed since {{last_update}}, reply with the order number so we can review it.

4. Escalate exceptions

Hand off packages marked delivered but missing, sensitive address changes, suspected fraud, customs issues, damaged goods or tracking with no movement beyond the published window.

Experiment: run the improvement for 14 days. Success = lower WISMO rate without more reopenings. Stop if incorrect answers or unresolved cases increase.

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