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Where is my order automation

Every "where is my order" answered from live tracking.

Aide finds the order, reads the latest carrier scan and answers in seconds, with a tracking card the shopper can open. · By
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Short answer

Aide answers where-is-my-order questions for verified shoppers from live tracking, using Shopify's tracking for every carrier plus direct checks with UPS and FedEx. In chat the answer comes with a tracking card showing the carrier, latest scan and expected delivery.
Tracking questions Aide answers
Where is my order?When will it arrive?Has it shipped yet?Tracking not updatingSplit shipmentWhere is my order?When will it arrive?Has it shipped yet?Tracking not updatingSplit shipmentWhere is my order?When will it arrive?Has it shipped yet?Tracking not updatingSplit shipment
Delivered, not receivedNot picked up yetLost in transitShipment exceptionOrder delayedDelivered, not receivedNot picked up yetLost in transitShipment exceptionOrder delayedDelivered, not receivedNot picked up yetLost in transitShipment exceptionOrder delayed
Tracking sources
Shopify's tracking for every carrier, plus direct UPS and FedEx checks.
How fresh
Rechecked every 30 minutes for recent shipments, and when a conversation opens.
In chat
A tracking card and an order card, so the text stays short.
Split orders
Each package with its own carrier, status, tracking link and contents.
Where it works
Aide Chat and email, plus drafts inside Zendesk, Gorgias and Front.
After delivery
The card shows the delivery date, and the shipment isn't checked again.
See it work

The answer your team would give, without the lookup

Aide checks the same data your team would, the moment the question arrives.

Aide picks the order still in transit, names it so the shopper can correct it, and shows the latest scan and expected delivery.
Customer
Where's my order?
Aide
Your order #1042 is with UPS and expected Thursday, October 30. The card below shows every scan and links to UPS tracking.
✓Live UPS tracking read · Order #1042

When an order ships in parts, Aide says what is in each box and where each one is.
Customer
Only half my order arrived. Where's the rest of #1077?
Aide
Your mug shipped with UPS yesterday and arrives Friday. The plates are still being packed, so they'll follow in a second box.
✓2 shipments read · Order #1077 partly shipped

While a parcel has a label but no carrier scan, Aide says it hasn't been picked up yet rather than repeating an early estimate.
Customer
My order #2210 says shipped. When does it get here?
Aide
Order #2210 has a shipping label, but FedEx hasn't picked it up yet. Once they scan it, you'll see a delivery date on the tracking card.
✓Label created · No carrier scan yet

Scenarios can check when tracking last updated. A parcel with no scan in two weeks gets your lost-in-transit answer or goes to your team.
Customer
Order #1913 hasn't moved in 15 days.
Aide
I'm sorry, that's far too long. I've passed order #1913 to our team to look into, and they'll reply here.
✓No tracking update in 2 weeks · Handed to your team

Frequently asked questions

Connect your Shopify store to Aide, then add Aide Chat to your store or forward your support email. Aide answers tracking questions from live tracking and hands anything it can't answer to your team with the order attached.

For UPS and FedEx, yes, alongside the tracking Shopify receives. USPS and other carriers show what Shopify reports.

For a shipping question, Aide looks at orders still on their way. If one fits, it answers about that one and names it; if a few fit, it asks which.

Only the date the tracking gives. A parcel returned to the sender, or undeliverable at the address, shows as failed rather than delivered.

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