Order Tracking
An order tracking chatbot for your Shopify store. Customers get the status and tracking link in the chat.
"Where is my order?" gets a real answer from Shopify, on your website and WhatsApp. ZynfoAI checks the order belongs to the person asking, shows its status and tracking, and cancels it if it hasn't shipped.
How it works
From "where is it?" to an answer, in one chat.
- 01
The customer asks
"Where's my order #1042?" in your website chat or on WhatsApp. No order page to find, no email to write.
- 02
The AI checks it's theirs
Order number plus the checkout email, a signed-in store account, or a WhatsApp number that matches the order.
- 03
It reads the order in Shopify
Payment and fulfillment status, items, and the carrier, tracking number and link once it has shipped.
- 04
Cancel, or hand it over
An order that hasn't shipped can be cancelled after the customer confirms. A stuck delivery goes to your team.
Privacy
Only the person who placed the order sees it.
When the AI can't tell who it's talking to, it asks for the order number and the email used at checkout. Customers signed in to your store, or messaging from the WhatsApp number on the order, skip that step.
If the details don't match, the reply is the same as for an order that doesn't exist. Nobody can guess their way into someone else's order.
Cancellations
Wrong size? It's cancelled before it ships.
If the order hasn't been fulfilled, the AI shows the order and asks the customer to confirm in a new message. Nothing changes until they do. Shopify then cancels it, restocks the items and refunds the original payment.
On your website this works for customers signed in to their store account. Orders that have shipped can't be cancelled in the chat, so the AI offers your return process or brings in your team through human handoff. For returns after delivery, see returns automation.
Setup
Switch it on from a template.
Install the ZynfoAI app from the Shopify App Store and link your account. In Automate, start from the Order Tracker and Order Cancel templates and publish them. The AI calls them when a customer asks about an order.
Order tracking sits alongside product questions and product recommendations in the same chat. The ecommerce chatbot guide covers the whole setup, and the Shopify integration page lists what the app can read.
At a glance
What order tracking covers.
- Store
- Shopify. WooCommerce orders are not supported.
- Channels
- Website chat widget and WhatsApp
- Shows
- Order status, fulfillment, total, date, items, carrier, tracking number and link
- Who sees it
- Order number + checkout email, a signed-in store account, or the WhatsApp number on the order
- Wrong details
- Same "couldn't find an order" reply as for an order that doesn't exist
- Cancel
- Unfulfilled orders only, after the customer confirms within 10 minutes
- Who can cancel
- Website: customers signed in to your store. WhatsApp: the number or email on the order.
- Not included
- Shipping notifications. Shopify and your carrier keep sending those.
- Setup
- Install the ZynfoAI Shopify app, then publish the Order Tracker workflow
- Plan
- Included in the $99/month plan
Common Questions
About order tracking in ZynfoAI.
How does the chatbot check an order?
It asks for the order number and the email used at checkout, then looks the order up in Shopify. Customers signed in to your store, or messaging from the WhatsApp number on the order, don't need to type them. If the details don't match, it says it couldn't find the order, without revealing whether the order exists.
Which store platforms work?
Shopify only. On WooCommerce and other platforms it can't look up orders yet, but it still answers from your pages and policies.
Can customers get a tracking link?
Yes. When the order has shipped and your store has a tracking number and link, the AI shares them in the chat.
Can the chatbot cancel an order?
Yes, if the order hasn't been fulfilled yet. The AI shows the order and asks the customer to confirm in a new message first. On your website this works for customers signed in to their store account; on WhatsApp, for the number or email on the order. Shipped orders can't be cancelled in the chat.
Does the chatbot send shipping notifications?
No. It answers when the customer asks. Shipping notifications stay with your store and carrier.
More features. All in one plan.
All featuresLet ZynfoAI take the first reply.
Answers on your website and WhatsApp from your own content, with your team one click away. Free for 7 days, then $99/month.