Order Tracking Chatbot Template
Automate the #1 e-commerce support question — "Where is my order?" — with an AI chatbot that knows your shipping policies.
How it works
WISMO (Where Is My Order?) makes up 30-50% of e-commerce support volume. This template trains the AI on your shipping policies, delivery timelines, and carrier information. While full order lookup requires API integration, the chatbot handles policy questions, sets expectations, and provides self-service resources.
Sample conversations
Where is my order?
How long does shipping take?
Do you ship internationally?
My package shows delivered but I did not receive it
Can I change my shipping address?
What carriers do you use?
What this template includes
Shipping policy and timeline answers
Carrier and tracking information guidance
Delivery issue handling workflows
International shipping FAQ support
Address change and modification guidance
Escalation to human agents for complex issues
Key benefits
Example system prompt
Customize this prompt with your company name, tone, and specific instructions. Chatsy lets you edit the system prompt for any chatbot.
Implementation guide
Document your shipping policies thoroughly: carrier options, estimated delivery windows by region, international shipping availability, tracking page URLs, and holiday shipping cutoffs. Upload carrier-specific FAQ content for each shipping provider you use. The AI needs precise timeline information — "3-5 business days for standard, 1-2 for express" — not vague ranges.
Building Self-Service Tracking Flows
Since full order lookup requires API integration, design the chatbot to maximize self-service in the meantime. Provide direct links to your order tracking page, carrier tracking portals, and account order history. Instruct the AI to ask for the order number and email, then direct the customer to the appropriate self-service resource. This handles 60-70% of WISMO queries without any API integration.
Handling Delivery Exceptions
Create detailed content for common delivery problems: package shows delivered but not received, damaged in transit, stuck in customs, returned to sender, and address correction needed. For each scenario, document the exact steps customers should take and the timeframes involved. The AI should collect relevant details (tracking number, photos of damage, delivery date) before escalating to a human agent, so your team can resolve issues in one touch instead of multiple back-and-forth messages.
Expected results
Best for
Frequently asked questions
Can the bot look up specific orders?
Full order lookup requires API integration with your e-commerce platform. The AI handles policy questions and guides customers to tracking pages. For live order status, connect via API tools or Zapier.
What if a package is lost?
The chatbot guides customers through your lost package procedure and escalates to a human agent for investigation and resolution.
Can customers get proactive shipping updates?
When integrated with your shipping provider, the chatbot can provide real-time tracking updates and proactively notify customers about delivery status changes.