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Feature

"Where is my order?" answered without a support ticket.

It is the single most common message any store receives, and it almost never needs a human. The assistant reads the order from your store and answers in the chat window.

See it on your catalogue Pricing from £49/mo

What it does

A real order card, not a paragraph

The answer comes back as a compact card with the order status, the items, and a link straight to the carrier's tracking page — scannable at a glance rather than buried in prose.

Logged-in customers just ask

A signed-in shopper sees their recent orders without typing anything else. The assistant already knows who they are from the storefront session.

Guests verify safely

A guest is asked for the order number and the email on the order. Nothing is revealed until both match, so an order number alone is not enough to see someone else's details.

Deflects the tickets you should not be paying for

"Where is my order" is high volume and low value. Every one the assistant answers is one your support inbox never sees, and one the shopper gets an answer to at 11pm.

Reads your store, not a copy

Order status comes from your platform, so what the shopper sees is what your admin shows — there is no second system to fall out of sync.

Off by default

Order tracking is a setting you switch on. If you would rather these go to a human, leave it off and the assistant hands them over instead.

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Questions about order tracking

How do you stop someone looking up an order that is not theirs?
A guest must supply both the order number and the email address on that order, and nothing is shown until both match. Logged-in customers only ever see their own orders, from the storefront session.
Does it show carrier tracking?
Yes. Where your store holds a tracking number, the order card links straight through to the carrier so the shopper can see where the parcel actually is.
Can I turn it off?
Yes, it is off until you enable it. With it off, an order question is handed to your existing support channel instead.
Which platforms does order tracking read orders from?
Orders are read from your store on Magento 2 and Adobe Commerce, Magento 1 and OpenMage LTS, and WooCommerce. Because it reads your platform directly rather than a copy, the status a shopper sees is the status in your admin.

Stop answering "where is my order" by hand.

Switch it on and the most common message your store receives answers itself, day or night.

Try it on your store Start free trial