Why WISMO tickets pile up
Where is my order is the most common question in ecommerce support. Each one is simple to answer, but together they bury your team in copy-paste work and pull agents away from the conversations that need a human.
- Shoppers ask before the carrier has scanned the parcel
- Delays spike during sales and holidays
- Every answer needs a lookup in two or three tools
How Yuma automates it
Yuma reads the question, finds the order in Shopify and checks the live carrier status before it replies. When something is off, it follows the rule in your Handbook: an apology, a new ETA, or a handoff to your team.
| Scenario | What Yuma checks | What the shopper gets | Hands off when |
|---|---|---|---|
| In transit | Shopify order, carrier scan history | Tracking link and delivery date | No handoff needed |
| Delayed | Last scan against the carrier promise | An honest update and new ETA | The delay passes your Handbook limit |
| Delivered, not received | Proof of delivery and address | Next steps from your policy | A claim or reship is needed |
| Not shipped yet | Fulfilment status | The expected ship date | The order is stuck in fulfilment |
| Wrong address | Order address and edit window | An address change or the options | The parcel has already left |
A delayed parcel the night before a birthday
Sarah writes late at night asking where her order is. Yuma sees the parcel has been held at the hub for two days, apologises, shares the new delivery date and flags the order so your team can offer a reship in the morning.
Benefits
01Speed
Instant answers, any hour
Shoppers get live tracking and a delivery date in seconds, nights and weekends included.
02Deflection
Fewer repeat tickets
A clear link and ETA in the first reply stops the "any update?" follow-up.
03Focus
Your team on real exceptions
Agents only see delays past your limit, lost parcels and claims, with the context attached.
04Consistency
One policy, every channel
The same Handbook rule answers on email, chat, SMS and voice, so the answer never changes.
Yuma
Step by step
- 01
Detect the question
Yuma spots order status intent in any wording, language or channel, including replies to shipping emails. - 02
Find the order
It matches the shopper to the order in Shopify by email, order number or phone. - 03
Pull live tracking
It reads the latest carrier scans and compares them with the promised delivery date. - 04
Reply with link and ETA
The shopper gets the tracking link, current status and expected date in your brand voice. - 05
Escalate exceptions
Delays past your limit, lost parcels and claims go to your team with the full context attached.
