Glossary
Order status lookup – what does it mean?
Definition
Order status lookup: order status lookup is when the assistant tells the customer, based on the order number, where their parcel is.
The assistant has read-only access to the order data of the online store platform, and answers after identification.
How it works
The customer enters their order number and email address. After identification, the assistant reads the status from the order data of the online store platform. It has read-only access and cannot change the order.
The source is shown next to the answer, so the customer can check it. If the platform does not provide a status, the assistant asks for contact details and hands the question off to a colleague. The customer receives the answer in their own language.
An example from a company
The customer writes their order number and email address; the assistant gives the status shown in the platform. If the parcel is on its way, the customer does not need to phone. If the platform does not provide an answer, the question goes to a colleague, and the customer knows this too.
What this means for business owners
This feature depends on the online store platform and requires identification. Ask whether it works on your platform and with what rights it accesses the order data. Without identification, anyone could ask about someone else’s order number.
The assistant states the status on behalf of your company, so ask for the provider’s answer in writing. The right answer: read-only access, and a handoff if there is no data.
How we do it
The assistant shows the source next to the answer; the data stays in the EU, including model calls, and the retention period is 90 days. If there is no data, it asks for contact details and hands the question off to a colleague. Our team carries out the onboarding, and before go-live we check the assistant with ten test questions.
What to do now?
Do you have a question about your own website or online store? Request a demo or see pricing.