An order question arrives without a reference.
Collect the order identifier and request type in a structured way.
For E-commerce Teams
Turn an order question into a clear customer update.
Keep order enquiries, customer details, and follow-ups connected. Help your team verify the reference, find the right information, and reply with context.
See how the workflow works
- Best for
- Online retail, fulfilment support, and post-purchase teams
- Start with
- One order-enquiry or post-purchase workflow
- What becomes clearer
- An answer linked to the right order reference
Is this your day-to-day?
What changes for your team?
The customer gets a guessed delivery update.
Check your order or courier system before sending a response.
An exception is lost between teams.
Assign a teammate and keep the follow-up attached to the conversation.
How it works
One request. Four clear steps.
Start with a focused journey, agree who owns each step, and test it before expanding.
- 01
Identify the enquiry
Ask for the order reference and whether the customer needs delivery, return, or product help.
- 02
Verify the order
Check the actual order information in your commerce or fulfilment system.
- 03
Respond with context
Send the relevant information using the appropriate reply or approved template.
- 04
Own the exception
Assign unresolved delivery or return questions and record the next action.
A customer example
An order-status question without another round of chasing
See what your team collects, who takes responsibility, and how the next action stays connected.
Customer request
“Where is my order? My reference is ORD-1042.”
- Order reference: ORD-1042
- Request: delivery status
- Source: your order or courier system
Illustrative scenario, not a live customer conversation. Actions depend on your configuration.
What your team does next
Order support teammate- 01
Reference collected
The request is linked to the supplied order identifier.
- 02
Status verified
A teammate or configured integration checks the actual fulfilment status.
- 03
Next step communicated
The customer gets a relevant update, with a follow-up if the issue is unresolved.
The outcome to aim for
The response reflects verified order information rather than a generic promise.
The tools behind the workflow
What helps you get it done?
How do we collect order details?
Prepare a Flow or response process that asks for the reference and request type, without collecting unnecessary sensitive information.
Explore structured customer requestsCan we send delivery notifications?
Prepare the appropriate templates and connect verified order events if automated notifications are needed.
Explore templates and automationIs our store connected automatically?
No. Review the commerce platform, APIs, event sources, and integration work needed to connect your store.
Discuss your store integrationBefore your first live conversation
What do you need to get started?
- 1
Choose the order and fulfilment system that holds the source data.
- 2
Agree how customers provide a safe order reference.
- 3
Prepare approved templates and an owner for delivery or return exceptions.
Live messaging requires a connected WhatsApp Business Account and applicable Meta setup and approvals. Workspace subscriptions and Meta messaging charges are separate. Custom integrations and automation need configuration.
Questions, answered
Make the next decision with confidence.
Practical answers about the workflow, setup, and what is not automatic.
Does this include live courier tracking?
Not by default. A teammate can verify a status manually, or you can scope an integration with the relevant order or courier system.
Can customers request a return on WhatsApp?
You can collect the request and reference. Eligibility, approvals, refunds, and fulfilment still follow your store's policies and connected systems.
Are payments or refunds processed automatically?
This solution page does not promise payment capture or automatic refunds. Discuss any required payment integration separately.
Can we run promotional campaigns too?
Use the marketing workflow for appropriately opted-in audiences and approved messages. Keep promotional messaging distinct from transactional order updates.
Another team involved in the journey?
Your next step
See a workflow built around e-commerce.
Bring your use case, source systems, and team requirements. We can walk through the setup and the next steps.