"Where's my order?" is a question every store gets. The answer is almost always sitting in Shopify already: a status, a carrier and a tracking link. The shopper just can't see it from where they're standing, so they email you.
Chablyy can show that answer in chat. Here's how it works, and how to set it up well.
What shoppers see
A logged-in shopper asks "Where's my order?" in the chat. The assistant finds their recent orders and shows the fulfillment status for the one they mean: the carrier, the tracking number and the latest scan.
Why logged-in shoppers only
An order contains someone's name, address and purchases, so Chablyy only shows orders to a shopper who is logged in to their store account. Your store confirms who is asking with a short-lived signed claim, and shoppers can only see their own orders. A guest who asks is invited to log in first.
It's also read-only. The assistant shows status and tracking. It doesn't cancel, edit or refund orders.
Setting it up
- During setup (or later, in Settings, then Order lookup), choose Enable order lookup.
- Approve the extra access in Shopify. Chablyy asks for read access to orders and checkouts, and only when you turn this on.
- Choose Refresh status and check that it shows Active in chat.
Make the answer good
- Add tracking numbers. The assistant can only show tracking that exists in Shopify, so make sure your fulfillment process adds it.
- Say how long fulfillment takes. Put processing times in your shipping policy so the assistant can set expectations before an order ships.
- Keep login easy. If shoppers don't have accounts, the answer they get is "please log in". Make it simple for returning customers to find their login.
When the assistant can't help
Some questions need a person: a package that says delivered but hasn't arrived, a damaged item, an address mistake. With handoff turned on, a shopper can ask for a person and the chat lands in your inbox under Needs reply, with the customer's order history beside it so you can reply quickly.
Learn more about order status in chat and the shared inbox.
- order status
- support
- logged-in shoppers