Answer where-is-my-order emails
Maito checks the order and carrier history and drafts a reply that says only what the data shows.
Customer support · Ecommerce · When you ask · Updated
Slack
Intercom
Pylon
Zoho Desk
Unthread
FreshdeskHow do you answer where-is-my-order emails?
To answer where-is-my-order emails, ask Maito in Slack with the order number. It checks the order in your store, the carrier's tracking and any past conversation, works out where the parcel is and why, and drafts a reply for you. If a delay needs a follow-up, it sets a reminder.
How it's done today
An agent opens the store, the carrier site and the email history for every question.
What Maito does
- Match the order to the customer
- Read the latest carrier scan
- Draft a sourced reply
- Flag stalled or odd cases
Example
@Maito Rosa Alvarez is asking where order #5108 is. Check it and draft a reply.
Order #5108 (2 candles, $64.00) shipped Oct 12. The last carrier scan was Oct 14, "arrived at facility, Memphis TN." Nothing since, which is 5 days. The promised date was Oct 17. Catch: the email asking about it came from her order address, so the match is good, but I won't say it was delivered or lost. The carrier hasn't said either. From the store order and the carrier tracking. Draft: "Hi Rosa, your order left us on Oct 12. The carrier's last scan was Oct 14 in Memphis, and it hasn't moved since. I'm asking them to look into it and will write again by Friday. If it hasn't arrived by then, we'll send a replacement or refund you." Want me to add a replacement offer?
@Maito Keep it as is and send it. Add a note on the order to check again Friday.
Sent to Rosa. I added the Friday note to #5108 and will remind you that morning.
Sam (11:02 AM):
Rosa Alvarez is asking where order #5108 is. Check it and draft a reply.
Maito (11:03 AM):
Order #5108 (2 candles, $64.00) shipped Oct 12. The last carrier scan was Oct 14, "arrived at facility, Memphis TN." Nothing since, which is 5 days. The promised date was Oct 17.
Catch: the email asking about it came from her order address, so the match is good, but I won't say it was delivered or lost. The carrier hasn't said either.
From the store order and the carrier tracking.
Draft: "Hi Rosa, your order left us on Oct 12. The carrier's last scan was Oct 14 in Memphis, and it hasn't moved since. I'm asking them to look into it and will write again by Friday. If it hasn't arrived by then, we'll send a replacement or refund you."
Want me to add a replacement offer?
Sam (11:07 AM):
Keep it as is and send it. Add a note on the order to check again Friday.
Maito (11:08 AM):
Sent to Rosa. I added the Friday note to #5108 and will remind you that morning.
How to set it up
- Set up
Nothing to set up. Ask in Slack or by email whenever you need it.
- Connect ecommerce platform
- Shopify
- Amazon Selling Partner
- Connect shipping
- Shippo
- ShipBob
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It reports what the carrier shows. It can't make a parcel move or promise a delivery date.
Questions
Shopify or Amazon Selling Partner for orders, Shippo or ShipBob for tracking, and your support desk, such as Intercom, Pylon, Zoho Desk, Unthread or Freshdesk.
It drafts the reply and sends it after you approve.
It says so, suggests the next step and sets a reminder to check again.
