CustomerReplies
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Use case

Answer 'where is my order?' automatically

CustomerReplies answers order status questions on your website and WhatsApp by checking your Shopify or WooCommerce store. It first asks for the email or phone number on the order and checks it, so it never shows one customer's order to another. If it can't find the order, it hands the chat to your team.

Last updated by Venu Gopal Reddy Muvva, Founder, Surge Software Solutions

Who this is for

This is for online shop owners on Shopify or WooCommerce. 'Where is my order?' may be the message you type most. Each one means opening your store admin, finding the order and copying the status. You want customers to get the answer on their own, any time of day, without giving away anyone's details.

How to do it in CustomerReplies

  1. Sign in and add your store's website. Sign in at /sign-in with an email code. In onboarding, type your store's address so the agent also learns your shipping and returns pages.
  2. Turn on order status under Actions. Connect Shopify or WooCommerce on the Actions page. The agent checks the customer's email or phone before it shares an order.
  3. Test in the Playground. Ask 'where is my order?' with a real order's email or phone, then with a wrong one, and check both answers.
  4. Go live on your site. Paste the script tag from the Widget page into your store theme, or use the WordPress plugin on WooCommerce.
  5. Connect WhatsApp if you use it. On the Channels page, connect your WhatsApp number with your own Meta app token.
  6. Set hand-off. On the Hand-off page, choose Telegram or email alerts for chats the agent can't solve.

How the check works

The customer asks about an order. The agent asks for the email or phone number used on it. It looks the order up in your store and shares the status only when the details match.

If customers sign in on your site, identity verification for signed-in customers lets the agent trust who they are.

Shipping and payment questions

The order status comes from your store. Courier tracking with Shiprocket and Delhivery is in Beta. The agent can also check payment and refund status in Razorpay, and invoices in Stripe.

For other systems, you can connect your own HTTPS API as a custom action.

What you pay

The first 3 months are free. After that you pay only for what you use, at our cost — no markup. Monthly plans are coming soon.

When CustomerReplies is not the right tool

CustomerReplies is not the right tool if your orders are not in Shopify or WooCommerce and you have no API to connect. It is also not right if you want order-update messages pushed to every customer; campaigns, including order updates, are in Beta. There is no Shopify App Store app yet. Answers are in English only.

Questions

Is it safe?

The agent checks the email or phone on the order before it shares anything. If the details don't match, it shares nothing.

Does it work on WhatsApp?

Yes. Connect your own WhatsApp number on the Channels page and the same check runs there.

Can it track the courier?

Shiprocket and Delhivery tracking are in Beta. Order status from Shopify or WooCommerce works today.

How much does it cost?

The first 3 months are free. After that you pay only for what you use, at our cost — no markup. Monthly plans are coming soon.

Related

Start free — 3 months on usNo card. Then pay only for what you use.