Every Shopify merchant knows the question customers ask most:
“Where’s my order?”
Order tracking requests make up a large percentage of ecommerce support volume. Even with tracking pages and automated emails, customers still call or message for updates — creating unnecessary workload for your team.
With Catana, those repetitive inquiries disappear. Catana’s AI connects directly to your Shopify store to provide instant, real-time order updates via phone or chat — without any human effort.
Why Order Tracking Is the Perfect Task for AI
Order status requests are structured, data-driven, and repetitive.
They rely on:
- Customer identity (email, phone, or order number)
- Order status (fulfilled, shipped, delivered, etc.)
- Shipping carrier data and tracking codes
Because this information already exists in Shopify, AI can access it instantly and respond in natural language — giving customers what they need without involving your support team.
How Catana Automates Order Tracking
1. Identify the Customer
When a customer calls or messages, Catana recognizes their phone number or email and retrieves their most recent order automatically.
“Hi! I can help you track your order. Can you confirm your email address ending in @gmail.com?”
Once verified, the AI securely looks up their order data in Shopify.
2. Retrieve Real-Time Order Status
Catana connects directly to your Shopify fulfillment and shipping data. It checks order history, fulfillment status, and integrated carriers like UPS, USPS, FedEx, or DHL.
Then it delivers a natural, human-like response:
“Your order was shipped yesterday and is currently in transit. The latest update shows it will arrive by Friday.”
No more logging into dashboards or manually searching tracking numbers.
3. Send Tracking Links Automatically
If the customer prefers a link, Catana can send tracking information via phone instantly — directly from your connected Shopify account or shipping app.
4. Handle Follow-Up Questions
Customers often ask related questions like:
- “Can I change my delivery address?”
- “It says delivered, but I didn’t get it.”
Catana’s AI can handle these in real time, escalating to your team only when human action is required.
Benefits of AI Order Tracking
- Instant responses: Customers get answers in seconds.
- 24/7 support: AI never sleeps or takes holidays.
- Lower workload: Reduce order-status tickets by up to 80%.
- Real-time accuracy: Always pulls live data from Shopify and carriers.
- Better experience: Conversational, personalized support builds trust.
Final Thoughts
Order tracking doesn’t need to flood your inbox or phone lines. With Catana, every customer can get real-time shipping updates automatically — through a natural conversation instead of a support ticket.
Search Catana in the Shopify App Store to start automating order tracking for your store.
