WISMO
“Where is my order?”
WISMO is the shorthand for the question every store gets more than any other. It is not really a question about shipping — it is a customer checking whether they were forgotten. This page is about what a good answer looks like, and what Order Genie sends back.
What a good answer contains
It names the carrier and the tracking number
“Your order has shipped” is not an answer — the customer still has to go and find out where it is. The tracking number is already on the order in Shopify. An answer that withholds it has just made the customer do the work twice.
It is honest when there is nothing to track yet
If the order has not shipped, the answer is that it has not shipped. An invented delivery estimate buys a quiet afternoon and costs a second, angrier message later.
It reaches the customer without a login
Most shoppers do not have an account, and a sign-in wall in front of a delivery question sends them to your inbox instead — which is where you started.
It proves who is asking before it says anything
An order number alone is guessable. Asking for the email on the order is what keeps the answer between you and your customer.
On your store
What Order Genie sends back
A shipped order comes back as a card
The carrier, the tracking number, the ship date and a Track button — in the conversation, not behind a link. When an order ships in more than one parcel, each parcel is listed separately with its own tracking.
An unshipped order says so plainly
It comes back as processing, with the item count and the total, and no delivery date at all. Genie does not estimate one.
The email on the order has to match first
The shopper gives the order number, then the email used to place it. Until those match, nothing is returned — and a wrong email gets exactly the same reply as an order that does not exist, so the chat cannot be used to fish for real order numbers.
A question it cannot answer goes to you, with the thread
Not a one-line alert. The whole conversation, so you can reply once and be done.
The question does not stop arriving. It can stop reaching you.
Two-minute install, no code. Free for your first 25 conversations a month.
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