Use case · Customer support

Customers check their order without writing to you

A large share of support messages are one question: where is my order. We give customers a way to get that answer themselves, and prepare the reply for the ones who still write.

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Order status

Where is my order #10482?

Your order was handed to the courier yesterday and is on its way. The courier expects to deliver it within two working days. Here is the tracking link.

Order found in the webshop Tracking fetched from the courier

How you know you have this problem

Most support messages ask about delivery
Agents copy tracking numbers from one system into emails
Customers do not get a message when their order ships
Questions pile up after weekends and holidays

What we build

How it works once it is running

01
Connect shop and courier
Order status from the webshop and tracking from the courier are read through their interfaces.
02
Tell customers first
Shipping, delay and delivery notifications go out automatically, so fewer people need to ask.
03
Offer a status page
A simple page or chat on your site shows the current status once the customer enters the order number and email.
04
Draft the rest
When somebody still writes in, the reply is prepared with the live status and waits for an agent, or is sent directly if you allow it for this topic.

What you get

Automatic shipping and delivery notifications
A status page or chat on your site
Prepared replies for status questions in the inbox
A handover to a person for anything that is not routine

What we need from you

Access to the webshop and courier accounts
Your notification texts, or approval of ours
A decision on which answers may be sent without review

Tools we typically use: Shopify, WooCommerce, n8n, Make, Gmail, Claude or GPT models
Services involved: Business automation, AI integrations, Websites and e-commerce

See it built

Illustrative exampleAn online store with a 3-person support teamA support assistant that knows the order and the policyCommon questions get a drafted answer built from order data and the store’s own help pages; an agent approves anything sensitive.AI integrationsBusiness automationOpen example

Questions about this use case

How do you make sure a customer sees only their own order?

The status is shown only when the order number and the email on the order match, and it never shows payment details or the full address.

Our courier has no tracking interface. What then?

Then we work with what the shop knows, such as packed and shipped, and include the courier’s tracking link. It is less detailed, and we will say so up front.

Is this a chatbot?

It can be, but it does not have to be. For a single question, a form with two fields is often faster for the customer than a conversation.