Use case
Order tracking chatbot — answer "where's my order?" automatically
Customers get order status in seconds
The order tracking chatbot is a use-case template that exclusively answers customer questions about order status. The customer shares an order number or email, the bot pulls status via your store's API (Shopify, WooCommerce, MyCashflow), and replies in seconds. Can run standalone or as part of a wider e-commerce bot.
Order tracking questions number in the hundreds per month at a mid-size e-commerce store — answering them eats hours of staff time weekly, and the answer is always the same: "we'll check." This template automates the process completely: the customer gets an instant answer, support staff focuses on higher-value work, and the customer has a better experience than waiting on an email reply. Can also be configured to notify customers automatically when shipping or delivery happens.
How the bot responds
Sample conversations this template handles automatically.
Tilausseuranta
Show 2 more examples
Customer: Can't find my order confirmation in email
Tilausseuranta: No worries. Check spam too — confirmation usually arrives within 5 minutes. If you can't find it, share your email and I'll check the system.
Customer: Order number not found
Tilausseuranta: I checked the system — order #99999 wasn't found. Can you double-check the number or share an email? If it persists, contact info@yourcompany.com.
Use this template when:
- E-commerce with 100+ order-tracking questions per month
- Repetitive "where's my order?" / "when will it arrive?" queries
- You want to reduce support workload
- You want to offer instant 24/7 responses
What's in the template
System prompt focused on order tracking
Welcome message: "Hi! Share your order number or email and I'll check the status."
8 sample conversations across order statuses
Integration recommendations: Shopify, WooCommerce, MyCashflow API
Configuration: when the bot routes to a human (e.g. order not found)
Webhook structure (if you want the bot to send automatic updates)
Bot configuration
Bot name
Tilausseuranta
Tone
friendly
Recommended color
#0ea5e9
Recommended plan
Growth (€39/mo)
System prompt
You are an e-commerce order-tracking assistant. Your sole task is to help the customer check their order status. Request either an order number or the email used. Pull status from the store API and return a brief, clear reply: status, estimated delivery, tracking code (if shipped). Don't invent details — if you can't find the order, say so and suggest contacting customer service directly.
The system prompt defines how the bot behaves. You can edit it from the dashboard.
Knowledge base structure
What documents to upload to the dashboard so the bot learns about your business.
- E-commerce platform API details (Shopify, WooCommerce)
- Carriers and their status codes (PostNord, Posti, DHL)
- Delivery times per carrier and destination
- Possible order states (processing, shipped, delivered, returned)
- Customer service contacts for issues
Use this template
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