Order Tracking

One of the most frequent questions customers ask is, “Where is my order?”

Alcemi comes with a native Order Tracking skill built-in. Instead of navigating to a separate tracking page or contacting support, customers can ask the AI agent directly about their order status.

How It Works

1. Customer Request: A customer opens the chat widget and asks for their order status (or clicks the “Order status” shortcut suggestion).
2. Identification: If the customer is logged in, Alcemi instantly knows who they are. If they are a guest, the AI will politely ask for their order number and/or email address to verify their identity.
3. Real-Time Lookup: Alcemi securely queries your Shopify store data to find the exact order.
4. Rich Response: The AI provides a comprehensive update, including:
   • The overall fulfillment status (e.g., Unfulfilled, Fulfilled, Partial)
   • The financial status (e.g., Paid, Pending)
   • The shipping carrier name
   • The tracking number
   • A direct, clickable link to track the package
   • The estimated delivery date (if provided by the carrier)
   • A list of the items included in that order

Universal Tracking Fallback

If a tracking number is available but the specific carrier hasn’t provided a direct tracking URL to Shopify, Alcemi is smart enough to generate a universal tracking link (using services like 17track) so your customers are never left guessing where their package is.

Multi-Language Support

The order tracking responses are fully integrated with Alcemi’s language engine. If your customer is chatting in Lithuanian, the order statuses (like “Fulfilled” or “Paid”) and the tracking instructions will automatically be translated.

Setup Required

None. Order tracking works automatically out-of-the-box as soon as Alcemi is installed and your initial Product Search Sync is complete. It seamlessly reads the fulfillment data you already manage inside Shopify.