"Where is my order?" email replies that stay true

First, look at the order

"Where is my order?" has four different answers, and the order tells you which one applies. In Shopify, open the order and look at two things: whether it is fulfilled, and what the tracking says. Then pick the reply below.

Words in {{braces}} are blanks: fill each one from the order or from your own policy, never from memory. Don't offer a replacement or a refund your policy doesn't.

It has shipped and is on its way

Check the order: it has a fulfilment with a tracking link, and the carrier shows it moving.

Hi {{first_name}},

Good news: your order {{order_number}} left us on {{ship_date}}. You can follow it here: {{tracking_url}}

Deliveries usually take {{delivery_time}} from the day it ships. If it hasn't arrived by then, reply to this email and I'll look into it.

{{your_name}}

It hasn't shipped yet

Check the order: it is paid but not fulfilled. Give the honest reason if you know it; don't promise a date you don't control.

Hi {{first_name}},

Thanks for checking in. Your order {{order_number}} hasn't left us yet — orders usually ship within {{handling_time}}, and yours is in the queue.

I'll send you the tracking link as soon as it's on its way.

{{your_name}}

The tracking hasn't moved for days

Check the carrier: no scan for several days usually means a delay at the carrier, not a lost parcel — yet.

Hi {{first_name}},

I've checked your order {{order_number}}: the last update from {{carrier}} was on {{last_scan_date}}. That usually means a delay in their network.

I've asked {{carrier}} to look into it. If it hasn't moved by {{follow_up_date}}, {{what_your_policy_offers}}.

{{your_name}}

It says delivered, but they don't have it

Check the tracking: delivered, with a date. Ask them to check the usual places before anything else.

Hi {{first_name}},

I'm sorry it hasn't turned up. {{carrier}} marked order {{order_number}} delivered on {{delivery_date}}.

Could you check with neighbours, a building reception or a safe place the driver might have used? If it's still missing after that, reply here and we'll sort it out.

{{your_name}}

Why the blanks matter when AI writes the reply

An AI can draft every one of these replies in a second. What it can't do is know where this customer's parcel is. Asked anyway, a language model will produce a tracking number in the right format, a plausible date and a confident tone — and be wrong. The fix isn't a better prompt; it's never letting the model write order facts at all.

That is how Corresso works. Its drafts leave blanks like these for the order number, tracking number, tracking link and ship date, and a rule holds any draft where the AI wrote one itself. With a Shopify store connected, the order sits beside the email, and the person answering fills the blanks from it with one click. Corresso for Shopify stores.