SHIPPING - standard wismo questionsUpdated 2 months ago
Where is My Order?
One of the most common customer inquiries we receive is about order status. Our estimated delivery time is somewhere between 10 and 30 days (DIY Orders: 20-40 days, HDP NO Orders: 10-90 days)
Although this information is available on our website, it's not always clear, leading to frequent queries.
Step 1. Check the Tracking Status
Always begin by verifying the order status using the tracking information available on Shopify or in the Gorgias sidebar. If the tracking has been stagnant for over 5 days but the delivery time is still within the expected range (10-30 days), proceed with the following communication:
Mail template to use => Where is my package?
Scenario 1: The customer is asking about delivery or reshipment times
Step 1. Inform customer about the times
Our estimated delivery time is somewhere between 10 and 30 days (DIY Orders: 20-40 days, HDP NO Orders: 10-90 days). Template Delivery times
The reshipment delivery time is the same as the standard delivery time. Template Reshipment - delivery times
Mail template to use => Delivery times
Mail template Reshipment to - delivery times
Scenario 2: Parcel is in delivery
Sometimes the parcel is already out for delivery to the customer when they contact us to ask about the status of their order. Template Parcel being delivered
Step 1. Check the tracking
Inform the customer that the parcel is currently being delivered. You can also include the local carrier's tracking link to provide more detailed information. Template Parcel being delivered
Mail template to use => Parcel being delivered
Scenario 3: Parcel delivered and received
When the customer asks about their order, and tracking shows it has been delivered.
Step 1. Ask to confirm
Confirm with the customer. Template Parcel received? Asking to confirm
Mail template to use => Parcel received? Asking to confirm
Step 2. Reply
If the customer confirms that the parcel has been received, reply with the Template Order received - reply