Answer “Where is my order?”

There is no form and no setting. Shoppers ask in the chat, in their own words and language, and Ivy does the rest. Your team sees every lookup in the Inbox. For the bigger picture of order tracking with Strathly, see order tracking.

What the shopper does#

1. The shopper asks, for example "Where's my order?" or taps the suggested question Where is my order?.
2. Ivy asks for what's missing: the order number, the email used at checkout, or both. She needs both, and they must match the same order. She asks in her own words, in the shopper's language.
3. Ivy looks the order up in Shopify and answers with a short summary and the order card.

Order status never needs a login or a verification code. The number and the checkout email are enough to see where an order is. A verification code only comes into play when Ivy may change an order herself, which is off by default (see Let Ivy work on orders).

If the shopper hadn't given an email before, the one they typed is saved with their details, so your team can follow up by email.

What Ivy shows: the order card#

Under Ivy's one- or two-sentence summary, the chat shows a card:

• Order #1050 and Placed Sep 26, $232.50: the order's date and total.
• A chip with where the order is now, like Out for delivery.
• Up to three item photos with the item names, and how many items.
• Four steps: Ordered, Shipped, Out for delivery, Delivered, with the current one highlighted. They're hidden when the order left that track (cancelled or returned).
• A status line, then the carrier, the tracking number and the payment status when it's anything other than paid (Payment pending, Refunded).
• Track package, which opens the carrier's tracking page, when Shopify has a tracking link for the order.

The status line comes from Shopify's fulfillment status:

When the order isn't found#

No card appears in these cases, and Ivy explains in her own words:

The 60 days come from Shopify: Strathly asks for access to recent orders only, not to your whole order history. See Shopify permissions, one by one.

What Ivy won't do with an order#

• She doesn't invent or promise delivery dates. She reports Shopify's status and tracking; the carrier's page has the details.
• A lost package, a late return and an exchange always go to your team, with the reasons Lost package, Late return and Exchange in the Inbox.
• Refunds, cancellations, replacements and address changes go to your team by default. You can let Ivy do some of them herself, within limits: see Let Ivy work on orders.

What your team sees#

In the Inbox, above Ivy's reply, a small line says Looked up order #1047 in Shopify, and the order she showed is in the thread. The details column on the right has the order block: items, status and carrier, the tracking number (with a copy button) and Open in Shopify. See Orders next to the conversation.

Order questions peak the week after a sale: the BFCM support checklist covers delay notices and lost parcels.

Test it#

Open Ivy,Playground, ask "Where is my order?" and give a real order number from the last 60 days with its checkout email. Ivy looks it up exactly as she would for a shopper. Nothing is changed or sent, and the test doesn't count as a conversation. See Test Ivy in the Playground.

Limits#