Answers “Where is my order?” before it becomes a ticket
Ivy reads the order live from Shopify, checks that it belongs to the shopper, answers return questions from your policy and, when you allow it, changes the address, refunds or sends a replacement within your limits.
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- Order number and email: Ivy asks for the email used at checkout: Shopify must match both before she shows anything.
- Read live from Shopify: The status, the items and the four steps of the delivery, as the shopper's order stands right now.
- The carrier, one tap away: The carrier and tracking number, and Track package opens the carrier's page.
Support that checks first
Fast answers, careful actions
Most order questions end with the status. The rest need proof, a form or a decision, and Ivy treats each one that way.
Order details only for the person who placed the order
- Shoppers signed in to your store are recognized by Shopify
- Everyone else types a 6-digit code sent to the order's email
- Ivy only ever sees the email masked, like m•••@gmail.com
- A code to the order's email: Only to the email on the order Shopify matched, never to an address the shopper types.
- Typed in the chat: The shopper types the 6 digits within 10 minutes. Five tries, then a new code.
- Proven, for this order: Ivy can now act on the shopper's own order, within the limits you set.
Fixes a wrong address before the parcel leaves
- Fields follow the shopper's country, like your checkout
- Only while the order hasn't shipped
- Shipped or cancelled orders go to your team
- The current address, filled in: For a verified shopper whose order hasn't shipped, Ivy shows the address on the order.
- They search the new one: Suggestions as they type, and the fields of their country, like your checkout.
- Sent by the shopper: Update address, and Ivy starts the change in Shopify. Your team is told when it's done.
Refunds, replacements and cancellations, within your limits
- A refund limit per order, and a separate one for cancellations
- Free replacements for items that arrive damaged, wrong or missing
- Each action waits 10 seconds, so a teammate can undo it
- Everything starts off: Until you switch an action on, Ivy hands those requests to your team.
- On, with a limit: Refunds up to $100, replacements for orders up to $150: above that, your team decides.
- Only for proven shoppers: On their own order, and exchanges always go to your team.
And the rest
The details that keep support calm
Every status in plain words
We are packing it now, On its way to you, Out for delivery, Delivered: Shopify's status as your carrier updates it.Track package, one tap
When Shopify has a tracking link, the order card opens the carrier's page. The tracking number is right there too.Return questions from your policy
Ivy explains your return window and conditions from your own policy, in the shopper's language. She never invents one.Exchanges stay with your team
Exchanges, late returns and parcels marked delivered that never arrived go to your team with a summary of the chat.10 seconds to undo
Every refund, replacement, cancellation or address change waits 10 seconds, and a teammate can undo it from the inbox.Nothing behind your back
“Ivy refunded $35.00 on #1052” lands in your notifications the moment it happens, on the web and on your iPhone.
WISMO
Fewer “Where is my order?” tickets
Support teams call it WISMO: “Where is my order?”, asked again for every parcel on its way. Ivy answers it in the chat, day and night, with the status and tracking link from Shopify, so it doesn't turn into a ticket. Your inbox gets only the orders that need a decision, like a parcel marked delivered that never arrived.
FAQ
Order tracking questions
What does a shopper need to track an order?
The order number and the email used at checkout. Ivy looks the order up in Shopify only when both match, so nobody can read someone else's order by guessing a number. Tracking never needs a code.
Where does the tracking information come from?
Straight from Shopify, at the moment the shopper asks: the order's status, the carrier and the tracking number as your carrier updates them, and a Track package link to the carrier's page when Shopify has one. Ivy doesn't guess delivery dates.
How does a shopper prove the order is theirs?
If they are signed in to your store, Shopify confirms it and there is nothing to type. Otherwise Ivy sends a 6-digit code to the email on the order, never to an address the shopper types. The code lasts 10 minutes and the proof lasts 24 hours.
Can Ivy refund or cancel orders on her own?
Only if you turn it on. In Ivy › Behavior you switch on refunds, address changes, free replacements and cancellations one by one, each with its own limit. They work only for a shopper who proved who they are, on their own order. Every action waits 10 seconds so a teammate can undo it, and anything beyond your limits goes to your team.
Can Ivy handle returns and exchanges?
She answers return questions from your own returns policy, in the shopper's language, and never invents a return window. She doesn't open returns: exchanges, returns after the window and parcels marked delivered that never arrived go to your team with a summary.
Which Shopify permissions does this need?
Reading orders for tracking, changing orders for refunds, address changes and cancellations, and draft orders for free replacements. You approve them when you connect Shopify. If one is missing, Ivy hands those requests to your team and the dashboard shows a Reconnect Shopify link.
In the docs
Set it up, step by step
- Answer “Where is my order?”Ivy looks up an order from its number and checkout email and shows its status, items, carrier and tracking link. Nothing to set up, no login for shoppers.
- Let Ivy work on ordersOrder changes go to your team by default. Let Ivy refund, cancel, replace or change an address herself for verified shoppers, within limits you set.
- Orders next to the conversationSee the shopper's order and past orders next to the chat, then refund, replace, change the address or cancel from the Inbox, with 10 seconds to undo.
Let Ivy answer “Where is my order?”
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