Where is my order? (WISMO)
Extract the order reference, retrieve current fulfillment and carrier data through an approved read-only tool, explain the status, and escalate when identity or tracking data is incomplete.
E-commerce AI Support
Resolvee-commerce tickets automatically—within the boundaries you approve
Use Zendesk context, documented procedures, and connected commerce tools to answer routine requests, perform permitted actions, and escalate safely when the data or policy is unclear.
Workflow examples
From read-only answers to approved commerce actions
Return or RMA
Check the documented return window and item conditions, create an RMA through an approved action when eligible, and route policy exceptions to a person.
Cancellation or order change
Confirm order state before acting. A configurable procedure can allow cancellation or an address change only before the fulfillment cutoff and require approval for higher-risk cases.
Delivery exception
Combine carrier events with store policy, distinguish delays from loss or damage, and hand off claims, reships, or refunds that require human judgment.
Execution model
How a ticket moves through four stages
UnderstandStage 1
Identify the request, customer-provided identifiers, relevant Zendesk fields, conversation history, and missing information.
PlanStage 2
Select the approved procedure, required knowledge, permitted tools, action order, and escalation conditions.
ActStage 3
Read current order data and, only when the procedure allows it, perform the bounded cancellation, update, or RMA action.
ReplyStage 4
Explain the verified result in the brand voice, or hand the ticket to a person with the gathered evidence and stop reason.
Safety by workflow
Every write action needs a stop condition
| Check | Allowed path | Stop or escalate when |
|---|---|---|
| Customer and order match | Use required identifiers and configured verification data. | Ask for missing information or escalate; do not guess. |
| Current order state | Read status immediately before any write action. | Stop when data is stale, conflicting, or already changed. |
| Policy eligibility | Apply an approved return, cancellation, reship, or refund procedure. | Route exceptions and discretionary decisions to an agent. |
| Action permission | Allow only the tool and fields needed for the workflow. | Require confirmation or keep the workflow read-only. |
| Result verification | Confirm the external system accepted the action before replying. | Report no success and escalate with the tool error context. |
Measurement
Measure the workflow outcome
Correct resolution
The customer received the right status or approved action, not merely a generated response.
Escalation quality
The handoff contains identifiers, evidence, attempted steps, and the reason automation stopped.
Reopen and repeat rate
Track whether customers return because the first answer or action did not solve the issue.
Action error rate
Separate provider or API failures, policy blocks, invalid inputs, and incorrect actions.
Latency and cost
Measure end-to-end time and direct AI-provider usage by workflow, not only average reply time.
Human review changes
In copilot mode, track what agents edit or reject to find weak knowledge and procedures.
The website channel
Answer the same questions before a ticket exists
The same knowledge, one step earlier
Most order questions arrive before anyone opens a ticket — a shopper checking where a parcel is, or whether an item can still be returned. The chatbot answers those on the product or order page from the same procedures, reading order status through the same approved read-only connection.
Where it stops and a person starts
A question that would change an order — a cancellation, a refund, an address edit — is never executed from a chat message. It becomes a handoff with the conversation attached, so the agent starts from the evidence rather than from a claim that the customer contacted you earlier.
The same engine, the same procedures, one step earlier in the journey. See the Website Chatbot
Keep exploring
Related resources
Docs: connecting order APIsHow order lookups and returns actions are configured and gated.Automation decision hubChoose copilot, autonomous, or human-only handling per workflow.RAUM vs Yuma AICompare commerce specialization with platform-agnostic Zendesk workflows.Security controlsReview data, permissions, provider, and retention boundaries.
Test your highest-volume commerce workflow safely
Begin read-only, verify representative tickets, then add bounded actions only after the escalation path is proven.
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