# 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.

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.

Source: https://aide.app/shopify/order-tracking · Updated 2026-10-27 · By Ziyad Basheer

| | |
|---|---|
| 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. |

## The answer your team would give, without the lookup

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

### On its way

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

### Two packages

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

### Label, no scan

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

### Gone quiet

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

## Templates for every tracking situation

The [where is my order templates](https://aide.app/templates/where-is-my-order), [lost in transit](https://aide.app/templates/lost-in-transit) and [order not found](https://aide.app/templates/order-not-found) give you wording to start from. When a parcel is truly lost, a teammate can send a free replacement, a new $0 order to the original address, from the order.

When the shopper needs a change instead, Aide can [cancel the order](https://aide.app/shopify/cancel-orders) or [change the address](https://aide.app/shopify/address-changes) before it ships.

## Frequently asked questions

### How do I automate where-is-my-order tickets on Shopify?

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.

### Does Aide check the carrier directly?

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

### What if a shopper has several orders?

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.

### Will Aide promise a delivery date?

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

## Related
- [Aide Chat: the AI chatbot for ecommerce](https://aide.app/chat)
- [How Aide verifies a Shopify shopper](https://aide.app/shopify/order-verification)
- [Aide for Shopify](https://aide.app/integrations/shopify)

Start free: https://my.aide.app/register