How to Answer Where Is My Order Emails Faster

You already know how to answer this email. Everyone on your team does. That is exactly what makes it expensive.

A customer asks where their order is. Before anyone types a word, someone opens the store backend, searches the order number, reads the carrier status, checks the promised delivery date, and looks at whether this person has written before. Thirty seconds if the order number was in the email. Two minutes if it was not. Multiply that by the share of your queue that is shipping questions, which in most stores is the largest single bucket.

Three things cut that time, in order of how much they help.

Stop searching. If the reply is assembled from the order record itself, the lookup does not get faster, it disappears. That is the only change here that scales, because it removes the step instead of shortening it.

Answer with the carrier status, not with reassurance. “It is on its way” invites a second email two days later. A carrier name, a tracking state and a date usually ends the thread on the first reply.

Commit to a next step when the news is bad. A late parcel is not a support failure. A late parcel with no plan attached is.

Here is what that looks like when the data arrives with the message:

No lookup happened before that reply was written. The order, the carrier and the delivery estimate were already attached to the message.

If shipping questions are a daily cost for you, the next question is usually what automating them costs, and we scanned the whole market for that: how much AI customer support costs in 2026.

See how the Email Assistant drafts these replies