Order Status & Tracking Agent

Customer Service

Order Status & Tracking Agent

Answers "where is my order?" in your website chat, at any hour. It checks the customer against your own order records before it says anything at all, describes every parcel of a split delivery separately with its own tracking link, and turns a late, lost, damaged or undeliverable parcel into a case your team is emailed about — instead of a promise nobody can keep.

How it works

A customer opens the chat on your website and asks where their order is. The agent asks for two things: the order number and the email address the order was placed with. It will not say anything about an order — not the items, not the total, not even whether the order exists — until those two match the same row in your records. If they don't match, it says only that it can't find that combination, never which half was right, because confirming a real order number to a stranger is how order lookups leak. Once the customer is verified, it reads the order and every parcel attached to it, and explains the position in plain language: what has been delivered, what is still moving, when each part is expected, and the carrier's own tracking link for each one. Split deliveries are handled properly. An order shipped in two parcels is described as two parcels, each with its own contents, status and date — never averaged into a single misleading answer, and a delivered parcel is never allowed to imply the whole order arrived. It refuses to invent. No estimated delivery date when your records don't have one. No tracking number for an order that hasn't shipped. And when a carrier has stopped scanning a parcel, it says so — "there has been no scan since the 12th" — rather than repeating an old scan as though it were news. When something has actually gone wrong, it opens a case. The case is written to your records and emailed to your support team with the customer's own words attached. The customer gets the reference before they leave the chat. Report the same problem twice and it updates the one case rather than opening a second claim on the same parcel — the reference is derived from the order and the issue, so duplicates are impossible by construction rather than by luck.

What's included

The key things this template does for you.

Verifies the customer against your own order records before revealing anything — the order number and the email address must match the same row

Describes split deliveries parcel by parcel, each with its own contents, status, expected date and carrier tracking link

Reports a stalled parcel as stalled — it names the date of the last carrier scan instead of retelling it as progress

Never invents a delivery date, a tracking number or a carrier; when your records do not have it, it says so

Opens a support case for late, missing, damaged, wrong-item, failed-delivery and wrong-address problems, and emails your team the customer's own words

Prevents duplicate claims — reporting the same problem twice updates the one case instead of opening a second

Builds its own Google Sheets workbook on the first run — Orders, Shipments and Cases, with worked examples already filled in

Never gives out a street address — the workbook deliberately stores only the delivery town and postcode

Installation

What setting this up involves.

Answer the install questions: your business name and a short description, your timezone, the name of the team that handles delivery problems and the email address their cases should go to, and your delivery policy — the delivery window you promise, when a parcel counts as late, and when you treat one as lost.

Connect Google Sheets and Gmail when prompted — two connections in total. Sheets holds your orders; Gmail is only how the agent tells your team about a case. The website chat itself needs no connection.

Open the installed "Order Tracking Setup" application and press Run, once. It builds a Google Sheets workbook named "<your business name> - Order Tracking Data" with three tabs — Orders, Shipments and Cases — each seeded with worked examples. Running it again is safe: it finds the workbook it made rather than creating a second.

Open that workbook and replace the three demo orders with your own. Orders is one row per order; Shipments is one row per parcel, joined to the order by order_id — so a split delivery is simply two rows sharing an order number. Paste your orders in, or sync them from your order system.

Add the chat widget to your website. The agent answers only there — no mailbox is involved, so it can never reply to anything except a customer who opened the chat.

Test it with one of your own orders before going live: ask where it is, giving the order number and the email address that order was placed with.

~5 min to launch

Free to start. You will sign in first, then set it up.

Connect 2 tools, fill in a few details, and install it. No coding.

FUNCTION

Customer Service