--- title: "Order and Shipping Support for Ecommerce | ThriveDesk" canonical: "https://www.thrivedesk.com/use-cases/order-shipping-support/" author: ThriveDesk description: "Answer order status, tracking and returns questions from Shopify and WooCommerce data. An AI agent handles the routine ones, and your team sees the order beside every conversation." categories: [page] --- # Answer every “Where’s my order?” in seconds Your AI agent looks up the order in Shopify or WooCommerce and replies with the status and tracking. When your team steps in, they see the same order beside the conversation. [Start free trial](https://app.thrivedesk.com/auth/register) [Book a demo](https://www.thrivedesk.com/demo/) 7-day free trial · No card required Powering support for growing teams 4.9 / 5.0 G2 reviews ## Order support in numbers Order and shipping support covers the questions customers ask after they buy: where the order is, when it arrives, how to change it and how to return it. In ThriveDesk, Neo answers these from your Shopify or WooCommerce data, and agents see the customer’s orders beside every conversation. of conversations Neo resolves on its own 65% order lookups, weekends included 24/7 languages Neo replies in 50+ The problem ## Order questions crowd out everything else After a sale, the same few questions arrive over and over. Each one means opening the store admin, finding the order, copying the tracking link and pasting it back. It takes a minute once and hours across a week. ### Status and tracking on request Neo finds the order by email or order number and replies with its status, carrier and tracking link. ### Returns and refunds within your rules Neo explains your return policy and refunds orders under the limit you set. Anything above it goes to a teammate with the order details. ### The order beside the conversation Agents see the customer’s orders, items and history next to the ticket, so they don’t switch to the store admin. The agent ## One agent. The whole customer journey. Email, live chat, and social all land on the same agent. It remembers the customer across every one of them and follows the same rules everywhere. 01 — Resolution ### Resolves tickets end-to-end. It pulls the order, checks your refund policy, and takes the action — refund, replacement, new address. It reads the photos people attach, then tags the thread and closes it. - Refunds - Returns - Orders - Shipping 02 — Retention ### Saves subscribers from churn. When someone clicks cancel, it offers what you told it to offer: a discount, a pause, a skipped delivery. Every save and every reason writes back to your subscription tool. - Cancels - Pauses - Frequency - Billing 03 — Revenue ### Converts before they bounce. It knows your catalog and your reviews. When a shopper stalls at checkout with one last question, it answers in your voice and points them at the product that actually fits. - Presale - Sizing - Matching - Recovery Setup ## Live in about 20 minutes Train Neo, test it on real questions, then turn it on across your channels. You don’t need a developer. 01 Train Point it at your help center and past tickets, then set the voice and the rules. 02 Test Run real questions before it goes live. It answers when sure, steps aside when not. 03 Deploy Live chat, email, WhatsApp, Messenger. Same agent, same rules, no extra setup. 04 Optimize Watch resolutions and escalations, tighten what misses. It sharpens every week. Before and after ## What changes with ThriveDesk | When | Without ThriveDesk | With ThriveDesk | | --- | --- | --- | | “Where’s my order?” | An agent opens the store admin and copies tracking | Neo replies with status and tracking | | Late delivery | The customer emails twice | Neo checks the carrier status and explains the delay | | Return request | Back and forth over the policy | Neo explains the steps and refunds it within your limit | | Address change | Lost in the queue | Goes straight to a teammate with the order attached | [Start free trial](https://app.thrivedesk.com/auth/register) [See pricing](https://www.thrivedesk.com/pricing/) Testimonials ![weDevs logo](https://www.thrivedesk.com/_astro/wedevs-logo-colored.CZ1zsiJa.svg) > “ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ” ![Nizam Uddin](https://www.thrivedesk.com/_astro/nizam.B0IpOeXM.jpg)Nizam Uddin CEO, weDevs ![Brainstorm Force logo](https://www.thrivedesk.com/_astro/surecart-logo.CyVpCQv8.svg) > “ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ” ![Sujay Pawar](https://www.thrivedesk.com/_astro/sujay-pawar.S_zk3sed.jpg)Sujay Pawar CEO, Brainstorm Force ![Themefisher logo](https://www.thrivedesk.com/_astro/themefisher-logo.iZiIHaeu.svg) > “ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ” ![Mehedi Hasan](https://www.thrivedesk.com/_astro/mehedi.CxiVuND-.jpg)Mehedi Hasan CEO, Themefisher ![Themesgrove logo](https://www.thrivedesk.com/_astro/tg_logo.mI64JEaF.png) > “ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ” Mohammad Zannatun Nime Support Executive, Themesgrove ![Sigmative logo](https://www.thrivedesk.com/_astro/sigmative-logo.DGIzEm09.svg) > “ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ” ![Selim Rana](https://www.thrivedesk.com/_astro/selim-rana.CQkT8t1-.jpg)Selim Rana Founder, Sigmative Muslims Day > “ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ” Abdullah Al H. CEO, Muslims Day Channels ## Order questions come in everywhere Customers ask where their order is by email, on your site and on the phone. Neo answers all of them from the same order data. ### [Email](https://www.thrivedesk.com/channels/email/) Replies to shipping and order confirmation emails land in the shared inbox, and Neo answers with the latest tracking. ### [Phone](https://www.thrivedesk.com/channels/phone-sms/) Voicemails from your phone provider land next to the customer’s orders, so your team calls back with the answer ready. ### [WhatsApp](https://www.thrivedesk.com/use-cases/whatsapp-marketing/) Coming soon Send shipping and delivery updates before customers ask, and let Neo answer when they reply. Good to know ## When this isn’t the right fit - Your store can’t share order data with ThriveDesk. - You ship a handful of orders a week. - Your orders are custom quotes handled by a sales team. FAQ ## Common questions about order and shipping support Anything else? [Talk to us](https://www.thrivedesk.com/contact/). ### What is WISMO? Short for “Where is my order?”, the most common question stores get after a sale. ### How do you reduce WISMO tickets? Answer them before they reach your team. Neo looks up the order and replies with its status and tracking in seconds, on email and chat, so only the unusual cases need a person. ### Can an AI chatbot track orders? Yes. Neo finds the order by the customer’s email or order number in your connected store and replies with the status, carrier and tracking link. ### Can Neo issue refunds? Yes, within the limit you set. Neo refunds orders under it and sends anything above to a teammate to approve, with the order details attached. ### Do agents see order details too? Yes. The customer’s orders, items and history sit beside every conversation. ### Does this work on email as well as chat? Yes. Neo answers order questions in both, and everything lands in the same inbox. ### Does ThriveDesk work with Shopify and WooCommerce? Yes. ThriveDesk connects with WooCommerce, Shopify, Magento, PrestaShop, Wix, Squarespace and more, and the chat widget works on any website. More use cases ## What else teams use ThriveDesk for [See all use cases](https://www.thrivedesk.com/use-cases/) - ### [Increase sales](https://www.thrivedesk.com/use-cases/increase-sales/) Answer pre-sale questions and suggest the right product while shoppers are still on the page. - ### [Reduce cart abandonment](https://www.thrivedesk.com/use-cases/reduce-cart-abandonment/) Answer the question holding up a stalled cart or checkout. - ### [Automate support](https://www.thrivedesk.com/use-cases/automate-support/) Answer routine questions on email and chat, and pass the rest to your team.