"Tracking hasn't moved" read from the last scan
"Where's my order?" is most of the calls an online store gets. The agent reads the order and the carrier's last scan, explains what "label created" or "in transit" really means, and opens a trace when a parcel has truly stopped.
A shopper calls about an order that hasn't arrived or tracking that hasn't changed.
Finds the order, reads the last scan, explains it, opens a trace or flags a claim when it's stuck.
Fewer order emails and chargebacks, and stuck parcels caught early.
How it works
- Finds the order
By order number and email, or name and postal code. It confirms what was ordered before giving any status.
- Reads the last scan
Where and when the carrier last saw it, in plain words. "It left the Mississauga depot Tuesday morning."
- Explains what it means
Label created means packed but not picked up yet. Your shipping times to each part of Canada, from your own policy.
- Spots a truly stuck parcel
No scan past the days you set. It opens a trace with the carrier and tells the shopper when you'll update them.
- Handles delivered but missing
Asks the usual: side door, a neighbour, the mailroom. Then logs a missing parcel for your team to decide on.
- Texts the tracking
The tracking link and the expected day, so they don't need to call again.
Example call
- CustomerHi, my order's tracking hasn't moved in four days. Order 10544.
- AI agentLet me look. Can you give me the email on the order? ... Thanks, Tom. That's two pairs of merino socks and the toque, going to Kamloops.
- CustomerThat's it.
- AI agentThe last scan was Friday at the Calgary sorting centre. Four days is longer than our usual for B.C., so I've opened a trace with the carrier.
- CustomerOkay. What happens if it's lost?
- AI agentOur team will email you by Thursday with what the trace finds and the next step. I'll text you the tracking link now too.
After the call: A trace is open on order 10544, the shipping team has a Thursday follow-up on its list, and Tom has a text with the tracking link.
What your team gets
- Order status and the last scan given on the first call
- Traces opened automatically on parcels past your limit
- Delivered-but-missing reports logged for your decision
- Tracking links texted on request
- A weekly count of stalled parcels by carrier
Questions
Will it promise a reship or refund?
No. It opens the trace and says when your team will follow up. What happens next is your call.
What does it say about label created?
Your own explanation, usually that the order is packed and waiting for the carrier to pick it up.
Can it handle the holiday rush?
Yes. It takes many calls at once, so Black Friday week sounds the same as a quiet Tuesday.
What about holiday shipping cut-offs?
It gives your last order dates for Christmas delivery to each region, from the dates you set.
Hear it on your phone
Request a demo call and the agent phones you, set up for online stores like yours.