How does order tracking work in Simple Chat?

After verifying the customer's order, Simple Chat can share shipment status, tracking numbers, and carrier updates from Shopify. The detail available depends on the fulfillment records and the tracking tools you've enabled.

Shopify tracking and carrier history

Order lookup can show the carrier, tracking number, and fulfillment status recorded in Shopify. Enable the tracking page feature when you want the assistant to read detailed carrier history, including in-transit scans, out-for-delivery updates, and delivery events.

For Amazon Shipping labels (TBA numbers, or other numbers with an Amazon tracking link), Shopify may have a tracking number without scan events. With the tracking page feature enabled, the assistant can read Amazon's public tracking page and explain the available scans.

When tracking is missing or incomplete

• If the order hasn't shipped, the assistant explains its recorded fulfillment status.
• If a label exists but there are no carrier scans, it can report that distinction. A label alone doesn't establish that the parcel is moving.
• Delivery estimates come from the available tracking data. Missing scans don't provide enough information to promise an arrival date.
• If order verification fails, the assistant passes the case to staff without sharing another customer's shipment details.

Customers can ask follow-up questions in the same conversation. With monitoring, the assistant can check again later when the issue needs more time. Your team can read the history and take over whenever needed.