FROM TRACKING TO A USEFUL REPLY
AI support for Shopify order tracking
“Where is my order?” sounds simple. Answering requires the correct purchase, parcel status, carrier events and your policies. Repliva gathers the available context in the conversation and prepares a reply for review.
Identify the request
Repliva reads the message and relevant conversation context. An ambiguous or unverified reference needs clarification; it should not turn into an answer about a different purchase.
Check what was shipped
Examine available items, fulfillment and tracking information. Fulfilled does not mean delivered, and one delivered parcel does not prove the entire purchase has arrived. Context quality also depends on data provided by connected integrations.
Prepare a relevant reply
The draft combines available facts and store policies. Your team can edit it before sending, avoiding invented dates or claims that the carrier has been contacted when that has not happened.
Keep the next check visible
Use a task when more work is required. Sending a reply and resolving a case are separate steps: a promise in a draft does not perform an activity.
Illustrative example
A customer reports stalled tracking. The order is verified, but there is no recent scan.
“The available tracking shows your parcel in transit. There is no later update confirming delivery; our team needs to check the next step.”
Adapt and verify this example. It does not represent a completed operation.
What to check before starting
A missing reference, incomplete tracking or conflicting information requires team review. Repliva does not replace the carrier or guarantee delivery dates. Reshipments and refunds need a decision and the relevant checks.