Free tool · Ecommerce

Ecommerce order status chatbot replies

Deflect WISMO tickets with clear tracking, delay, and return replies — before customers email support.

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How it works

  1. 1

    Add store details

    Store name, support email, and where customers track orders.

  2. 2

    Copy reply templates

    Use scripts for tracking, delays, returns, and when to escalate to a human.

  3. 3

    Connect your catalog

    Train Convia on policies and products so replies stay accurate at scale.

Your details

Templates update live as you type.

Your templates

Order status — has tracking

Thanks for reaching out to our store! I can help you check your order status. Please share your order number and the email used at checkout. You can also track anytime here: your order tracking page

Order status — no tracking yet

Your order is being prepared at our store. Tracking usually appears within [X business days] once the carrier scans the package. I'll watch for updates — or check your order tracking page with your order number and email.

Shipping delay

I'm sorry for the delay — we know waiting is frustrating. Carrier delays can happen during peak seasons or weather events. I've noted your order and our team will email you if the status changes. For urgent updates, email support@yourstore.com with your order number.

Returns & exchanges

Happy to help with a return or exchange at our store. Please share your order number and whether you'd like a refund or exchange. Our policy: [insert return window and condition requirements]. Need a human? Email support@yourstore.com — include photos if the item arrived damaged.

Escalation to support

I'll connect you with our support team. Email: support@yourstore.com Include: order number, shipping address, and a short description of the issue. We typically reply within [X business hours].

Cut support volume with an ecommerce chat agent

Convia handles order status, returns, and product FAQs — and escalates edge cases to your support inbox.

Start free — no card

View pricing · No credit card for training and testing

Where is my order? is the top ecommerce chat question. Clear, empathetic templates reduce tickets and set expectations when carriers delay.

Always link to your official tracking page and support email — automated replies should not invent delivery dates without carrier data.

Related: Product overview · Industry guide

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