> ## Documentation Index
> Fetch the complete documentation index at: https://docs.onecommerce.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Order tracking reply

> "Where is my order?" answered by itself, every time.

> [!NOTE]
>
> The order tracking reply comes with the **Business** plan, and needs [Shopify connected](https://docs.onecommerce.tech/shopify/connect.md).

Customers ask about their orders all day, in many languages: "where is my order?", "mera order kab aayega", "माझी ऑर्डर कुठे आहे", "not received yet", "any update?". With the order tracking reply switched on, the inbox answers every one of these by itself, straight away. Your team can then spend its time on the chats that really need a person.

## What the customer gets

A few seconds after the customer stops typing, the inbox reads their messages and finds their order:

* by the **order number** they typed (like #1042), even if it was ordered from another phone number,
* otherwise by their **WhatsApp number**: their latest order from the last 60 days.

Then it replies with one of three messages, all written by you:

| The customer… | They get |
| - | - |
| asks where their order is, or just sends their order number | your **reply**: order number, how it's going and the tracking link |
| says it hasn't arrived, asks for "any update", or is upset about the wait | your **late order reply**: an apology, with the same order details |
| needs a person: damaged or wrong item, refund or return, "it shows delivered but I didn't get it", a cancelled order, or no order could be found | a note for the team explaining why; the customer also gets your **holding message** if you switched it on |

"How it's going" is one of: being packed, shipped, on the way, out for delivery. The tracking link is the courier's when there is one, otherwise your store's order status page.

**Orders not from your store?** If you've connected your courier company for [courier returns](https://docs.onecommerce.tech/add-ons/courier-returns.md), the inbox also finds orders you sent with the courier directly.

In the chat, every automatic message shows as **🤖 Automatic**. It doesn't count as a reply from your team, and it doesn't move the chat or give it to anyone.

## Your team still sees everything

* Complaint labels and the urgent flag still go on. The customer gets their answer at once, and the team still knows to follow up.
* The holding message is off unless you tick **Send a holding message when a person needs to answer**. With it off, the customer gets no automatic message in these cases and your team answers.
* Whenever the inbox can't give the order status, a 🤖 note in the chat says why, for example "order #1042 shows as delivered" or "no order for this number".
* If someone on the team has already replied after the customer's last message, the inbox stays quiet and leaves it to them.
* The same answer isn't sent twice within 12 hours. If the customer asks again and nothing has changed, the team gets a note instead. If the order has moved on (for example, it's now out for delivery), the new status goes out.

## Escalate delivery problems to your courier (optional)

If you share a WhatsApp group with your courier company, the inbox can chase late deliveries there for you. When a customer says their order hasn't arrived, or the order shows a delivery problem (failed delivery, "delivered" but they didn't get it, returned), one of your numbers posts in that group and tags the people you choose:

* the order number and its **AWB** (tracking number) and courier,
* how it's going, when it was ordered and how many days ago,
* the delivery city and pincode.

The post never includes the customer's name or phone number. Each order is posted at most once a day. If the customer chases again on a later day, the post says "2nd follow-up", and so on. Orders that haven't shipped yet have no AWB, so they aren't posted. The chat gets a 🤖 note either way, so your team knows what happened.

To set it up, first follow the group in **WhatsApp groups**. Then, under **Escalate delivery problems to a WhatsApp group** in **Settings** → **Shopify**, pick the number that posts, the group and the people to tag, tick the box and tap **Save escalation**.

## Set it up (admins)

1. Open **Settings** → **Shopify**.
2. Under **Order tracking reply**, check the three messages. Each comes with ready-made wording. In the reply and the late order reply, use these blanks:
   * **\{order}**: the order number
   * **\{status}**: how it's going
   * **\{link}**: the tracking link (this one must be there)
3. Tick **Order tracking reply** to switch it on, then tap **Save order tracking reply**.

It's off until you switch it on. Untick it and save to stop it at any time.

> [!TIP]
>
> Write the messages in the language most of your customers use. Every customer gets the same words.


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