Download the order-tracking test cases
Start with the shopper’s question
Ask whether the shopper needs help finding the tracking link or already has a tracking status they do not understand. A pre-purchase question such as “Will it arrive by Friday?” belongs on a different route. The answer there comes from the store’s approved delivery policy and checkout options.
For an existing purchase, direct the shopper to the order-status link in their confirmation or the normal sign-in route. Keep the store’s own identity checks in that path. Shopify explains how customers access their order-status page.
Choose a reply for each tracking situation
The shopper lost the email
“Open your store account and choose the order you want to track. If you checked out as a guest and can’t find the confirmation, I can direct you to our support team.” Use the store’s actual account and support links in the deployed answer.
No tracking events yet
Show the store’s approved dispatch window. If it has passed, offer a support handoff. An empty tracking history alone does not tell the assistant when the parcel will arrive.
Delivered, but missing
Route the case to the store’s missing-parcel process. Explain what the shopper can expect from the review. Refunds and replacements need the authority set out in the store’s policy.
Separate public answers from order-specific access
Shipping zones, return windows and links to the store’s help pages can usually come from published policies. A customer's address, order contents and payment details belong behind the store’s approved access checks. An order number typed into an open chat is insufficient proof that the visitor can see those details.
If you add an authenticated order lookup, specify which fields it may return, when its access expires and how the assistant handles a failed lookup. Start with read-only status. Changing an address, cancelling an order or issuing a refund is a different workflow with different permissions.
Pass the issue to the right support queue
Send the queue the issue category, what the shopper tried and the last verified status available to the workflow. “Tracking link opens, status unchanged beyond published dispatch window” is more useful than a copy of a frustrated conversation. Preserve a reference to the authenticated support record where your tools allow it.
Test one handoff outside support hours. The customer should see the real reply window, and the ticket should appear in the queue staff will open the next morning. Never tell a shopper that an email or ticket was sent until the receiving system accepts it.
Measure resolved questions and repeat contacts
Tag a small sample of tracking conversations by reason. Count the shoppers who find their status, those who need a human, and those who return with the same unresolved question. A low handoff count can hide an unhelpful loop. Review a few examples where the shopper asks the question twice.
The downloadable cases let support and development use the same pass criteria. Pair them with your website chatbot brief and the website and store connection guide. A working Shopify integration depends on the store’s configuration and the access its owner approves.