Short for “where is my order”, the question stores get most after a sale. Clear shipping emails with a tracking link make it come up less often.

What should a where is my order reply include?

The order number, the carrier, the latest tracking update, the expected delivery date if there is one, and the tracking link. If something has gone wrong, add what happens next and when.

Which template fits each tracking status?

No tracking yet: order being prepared; label but no scans: tracking not updating; moving: order in transit; late: order delayed. No scans for weeks: lost in transit; carrier problem: shipment exception; marked delivered but missing: delivered not received; more than one box: split shipment.

Can Aide answer where is my order on its own?

Yes, on a topic set to AI Agent. Aide reads live tracking once the shopper is verified, and you can keep lost packages and exceptions with your team.

How do I turn these into macros in my helpdesk?

Paste them into Zendesk, Gorgias or Front macros and swap in your helpdesk's own variables. With Aide connected to Zendesk or Gorgias, its drafts learn from the macros your team sends.

Where is my order email template

Answer “where is my order” with the real status.

One reply that fills in the carrier, the latest scan and the delivery date, plus a template for every status in between.Updated October 27, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

Find the order first, then answer for its actual status: the carrier, the latest tracking update and the expected delivery date. When the order is late, stuck, missing or not found, switch to the matching template below.

The templates

Fills in from Shopify, with a fallback

EmailStatus update

Subject: Where order.name is right now

Hi customer.first_name, Thanks for checking on order.name. Here is where it is: Carrier: order.tracking.carrier Latest update: order.tracking.status Expected delivery: order.tracking.eta Tracking: order.tracking.url If anything looks wrong, or it has not arrived by the expected date, reply here and we will look into it.

ChatShort reply

Here is the latest on order.name: order.tracking.status. Expected delivery: order.tracking.eta. Anything else I can check?

Internal noteBefore you reply

WISMO on order.name. Fulfillment: order.fulfillment_status. Tracking: order.tracking.carrier order.tracking.number, order.tracking.status, expected order.tracking.eta. Pick the matching status template before replying.

When to send this

They ask about the orderYour order status topic is detected, such as “Where is my order”.

The order is foundOrder exists is true. When it is not, send the order not found reply first.

One scenario per statusOptional: split by shipment status, and give each status its own template.

Example conversation

Customer

Hi, where's my order? I bought a mug and a teapot last week.

Aide

Your order #1042 left us on Tuesday with FedEx. Latest update: out for delivery, Ottawa, ON. Expected delivery: today. You can follow it from the tracking link in your shipping email.

Customer

Oh great, I will keep an eye out.

✓Live tracking read from FedEx · Order #1042

Frequently asked questions

: Short for “where is my order”, the question stores get most after a sale. Clear shipping emails with a tracking link make it come up less often.
: The order number, the carrier, the latest tracking update, the expected delivery date if there is one, and the tracking link. If something has gone wrong, add what happens next and when.
: No tracking yet: order being prepared; label but no scans: tracking not updating; moving: order in transit; late: order delayed. No scans for weeks: lost in transit; carrier problem: shipment exception; marked delivered but missing: delivered not received; more than one box: split shipment.
: Yes, on a topic set to AI Agent. Aide reads live tracking once the shopper is verified, and you can keep lost packages and exceptions with your team.
: Paste them into Zendesk, Gorgias or Front macros and swap in your helpdesk's own variables. With Aide connected to Zendesk or Gorgias, its drafts learn from the macros your team sends.

Order being preparedThe order is confirmed but has no tracking yet.Email · Chat · Internal note Order in transitShipped recently and moving.Email · Chat Order delayedLate before shipping, or late in transit.Email · Chat · Internal note Tracking not updatingLabel created but no scans, or no tracking at all.Email · Chat · Internal note Split shipmentThe order ships in more than one package.Email · Chat · Internal note Lost in transitTracking has not moved for weeks.Email · Chat · Internal note Shipment exceptionThe carrier reported a problem.Chat · Internal note Delivered not receivedTracking says delivered, the customer has nothing.Email · Chat · Internal note Order not foundNo order matches the customer yet.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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