"Where is my order?" is the most common support question. With your store connected, TideReply answers it from the order itself: its status, shipping and tracking.
Turn it on
Order answers work with Shopify and WooCommerce:
Shopify: on as soon as the TideReply app is installed and your store is connected. See Install on Shopify.
WooCommerce: on when you connect the TideReply WordPress plugin with WooCommerce active, on a site that uses HTTPS. Check Settings > WooCommerce for Order lookup active. See Install on WordPress and WooCommerce.
If both are connected, Shopify is used.
What customers do
The customer gives their order number and the email they ordered with. TideReply asks for whichever is missing. Both have to match, so nobody can look up someone else's order.
What it can and can't do
- It can tell the customer the order's status, whether it has shipped, and its tracking details.
- It can't change, cancel or refund an order, or confirm that a payment arrived. Those requests go to your team.
Without a connected store, TideReply doesn't ask for order numbers. It tells the customer it can't check orders and offers to pass them to your team.
Tell customers when unshipped orders go out
In Settings > AI behavior (see Set the AI's tone and rules), fill in Order processing time (for example "1-2 working days"). When an order hasn't shipped yet, TideReply uses it to tell the customer when to expect it. Leave it empty to turn this off.