Order status and returns
Order tracking chatbot: answer "where is my order?" from your store, safely
Connect your Shopify or WooCommerce store and your agent looks up a customer’s order in the chat: its status, what was in it, the total and the tracking number. It shows an order only to someone who gives the order number and the email it was placed with.
Visitor: Where is my order #1042?
Agent: I can check that for you. What email address did you use for the order?
Visitor: ana@example.com
Agent: Thanks. Order #1042 from October 6 has shipped: 1 × Wool coat (Navy, M) and 2 × Cotton scarf. It is on its way with DHL, tracking number 00340434161234567890. You can follow the parcel with the DHL tracking link.
Visitor: The scarves are the wrong colour. Can I exchange them?
Agent: Of course. I have sent the shop an exchange request for 2 × Cotton scarf from order #1042, with your reason. The team will follow up by email.
"Where is my order?" is the question your team answers most, by hand
For most online shops, order status questions (often called WISMO, for "where is my order?") fill the support inbox every day. Each one means opening the store admin, finding the order, copying a tracking link and writing the same reply again. A chatbot trained only on your shipping policy cannot help: it does not know where this particular parcel is. A generic order lookup is not the answer either. If anyone could type an order number and see the details, strangers could read other customers’ orders. intoCHAT’s order connection reads the order from your store in real time and only shows it after the visitor proves it is theirs.
Why let your agent answer order questions
Fewer repetitive tickets, without opening your customers’ data to strangers.
Instant answers, any time of day
The agent reads the order from your store at the moment the customer asks, so the status and tracking are as current as Shopify or WooCommerce.
An ownership check on every order
An order is shown only when the visitor gives its number and the email it was placed with. A wrong email gets the same answer as an order that does not exist, so nobody can probe which order numbers are real.
Only what the customer needs
The agent gets the status, items, tracking and total. Never addresses, phone numbers, payment details, customer notes or the customer’s other orders.
Read-only by design
intoCHAT only reads orders. It cannot cancel, change or refund an order, so a conversation can never change anything in your store.
Return requests that reach you
With returns switched on, the agent takes return and exchange requests, checks them against the order and passes them to you by email, webhook or Slack.
How to connect your store
Open the Orders card
On your agent’s Actions tab, open the Orders card and choose Shopify or WooCommerce under Store.
Give intoCHAT read access to orders
Shopify: create a custom app with the read_orders scope (add read_all_orders for orders older than 60 days) and paste its client ID and secret. WooCommerce: create a REST API key with Read permission and paste the consumer key and secret.
Test and connect
intoCHAT asks your store for its name and one recent order ID, without showing customer data, and tells you why if the store refuses, for example a missing read_orders scope. Credentials are stored encrypted.
Switch on returns if you want them
Returns and exchanges is off at first. Turn it on to let the agent take return and exchange requests. Then ask about a test order in the Playground, where lookups are real.
What the order connection covers
Shopify and WooCommerce
One store per agent. For Shopify, intoCHAT turns your app’s client ID and secret into an access token and renews it by itself before it expires.
Status, items and tracking
The order number and date, payment and fulfillment status, whether it was cancelled, each item with its variant and quantity, each shipment’s carrier, tracking number and link, and the total.
Signed-in customers
With identity verification, the email your site passes is used and the agent does not ask for one. An email typed in the chat is then ignored, so a signed-in visitor cannot look up someone else’s order.
Limits on failed lookups
After 5 failed lookups in one conversation, or 20 from one IP address within an hour, the agent stops looking up orders and asks the visitor to contact you directly.
Returns and exchanges
The agent asks which items, how many, return or exchange, and why, then checks the items are on the order. One request per order per conversation, listed under Returns on the Leads tab with CSV export.
Access log
Every lookup, return request and connection test is logged without emails or order contents and kept for 90 days. See the latest 25 in the Orders card or export them all.
Frequently asked questions
What is WISMO and how does a chatbot automate it?
WISMO stands for "where is my order?", the most common question online shops get. intoCHAT automates it by looking the order up in your Shopify or WooCommerce store during the chat and telling the customer its status, items and tracking number, after checking that the order is theirs.
How does the chatbot know the order belongs to the visitor?
It needs both the order number and the email address the order was placed with, compared without regard to case. If either is wrong, the visitor gets the same answer as for an order that does not exist and is asked to check both, without being told which one is wrong.
Can the chatbot cancel, change or refund orders?
No. The order connection only reads orders, and return requests are only recorded and sent to you; you handle the return in your store as usual. The agent never promises approval, a refund, a replacement or a return label. If you want the agent to run a refund through your own API, use a procedure with confirmation.
Does it show tracking numbers for WooCommerce?
WooCommerce does not store tracking numbers itself. The agent sees them when your store uses the WooCommerce Shipment Tracking extension, or a plugin that saves tracking the same way. Otherwise it shares the order’s status, items and total.
Can customers find old Shopify orders?
With only the read_orders scope, Shopify returns orders from the last 60 days. Add the read_all_orders scope to your app, which Shopify grants on request, to let visitors find older orders.
Which plans include order tracking?
The order connection is not tied to a paid plan: you can connect Shopify or WooCommerce on any plan, including Free. Each reply the agent sends counts toward your monthly messages as usual.
Does order lookup work in temporary chats?
No. Order lookups and return requests are only offered in saved conversations. In a temporary chat the agent asks the visitor to leave it and ask again.
Let your agent answer "where is my order?"
Create your agent free, connect Shopify or WooCommerce with read-only access and ask about a test order in the Playground.
Create your agent freeFree plan, no credit card needed.