"Where's My Order?" - The Question That Now Answers Itself

It's the most common question in e-commerce support. Regardless of industry, store size, or platform - "where is my order?" makes up a significant portion of all customer service inquiries.

Until now, answering it required either a human agent looking up the order in admin, or directing customers to a separate tracking page.

Upsellic's AI now looks up orders and provides status updates directly in the chat widget.

How It Works

A customer types something like:

"What's the status of my order #12847?"

And the AI responds instantly with:

Current order status - processing, shipped, delivered, or returned
Shipment details - carrier name, tracking number, and a direct link to track the package

No support ticket. No waiting. No navigating away from your store. The answer is right there, in the same chat where they can also discover new products.

Over 25 Supported Carriers

The feature automatically identifies the carrier from the tracking number and generates a tracking link.

Poland: InPost, DHL, DPD, GLS, Poczta Polska (Pocztex, Kurier48), Orlen Paczka, PeKaES, Raben, OPEK

Europe & International: UPS, FedEx, TNT, Dachser, Hellmann, Deutsche Post, Hermes, Royal Mail, Chronopost, Colissimo, Correos, PostNL, Bpost, Speedy, Econt, USPS

If your carrier isn't on the list, the system displays the tracking number so the customer can check it on the carrier's website.

Platform Integration

Order lookup works automatically with our supported integrations:

Shopify - order data retrieved via Shopify API
BigCommerce - order history available through BigCommerce API
Custom platforms - expose order data via our API

The customer provides an order number, and the AI handles verification, lookup, and response formatting. The entire process takes seconds.

Smart, Not Just Fast

The AI doesn't dump raw database fields. It adapts its response to the situation:

When a package is in transit - it provides the tracking link and carrier name
When there's a delay - it acknowledges the situation with empathy before presenting the facts
When the order is delivered but the customer says they haven't received it - it suggests concrete steps (check with neighbors, contact the carrier) and can escalate to a human agent via the live chat module
When the customer provides an invalid number - it politely asks them to verify

That's the difference between a database lookup and an intelligent assistant.

Privacy and Security

Order data is sensitive. Here's how we handle it:

Order numbers are verified against the connected platform before displaying any details
No payment data is ever exposed - the AI only shows order status and shipment details
GDPR compliant - order data follows the same data protection standards as all Upsellic data
Audit trail - every order lookup is logged in your dashboard

Part of the Bigger Picture

Order tracking is part of Upsellic's role as a complete shopping assistant. The AI supports customers at every stage:

Pre-purchase - product recommendations, comparisons, answering questions
During purchase - help with variant selection, shipping and payment info
Post-purchase - order status, shipment details, delivery tracking

A customer checking their order via chat is already in a conversation - and might ask about something new along the way.

Available Now

Order tracking is available for every Upsellic account. If you have a Shopify or BigCommerce integration active, it works out of the box. No additional configuration needed - the AI recognizes order-related questions automatically.

Every order status question your AI handles is a support ticket that never gets created and a customer who stays happy.

Activate order tracking - included in your subscription.