Use when a customer asks about order status, tracking, delivery timeline, or has concerns about a delayed shipment.
Resolves customer questions about order status, tracking, and delivery by querying live order data and translating internal fulfillment states into customer-friendly language.
Identify the order — Locate via order number (preferred), confirmation email, or name + purchase date. If multiple matches exist, confirm with customer before proceeding.
Query order status — Pull from Supabase ts_orders first; fall back to Shopify GraphQL API for real-time state. Map internal status to customer-facing language per .
references/status-mapping.mdHandle special cases — Nepal-sourced items (2–4 week lead times), FBA orders, delayed orders (>7 biz days domestic, >21 international), or order not found. See references/status-mapping.md.
Draft the response — Apply brand voice: warm, informative, practice-aware. Acknowledge any delay directly before offering next steps. Never use urgency language.
Queue for human review — All drafts go to the CS queue. CCPA ADMT compliance requires human approval before sending. Log with "ai_generated": true.
| Rationalization | Reality |
|---|---|
| "I'll estimate delivery from the ship date" | Never guess. Pull actual carrier data or state it's unavailable. |
| "The delay is minor, I won't mention it" | Acknowledge delays directly. Customers who discover it themselves lose trust. |
| "We have no record of this order" | Never say this. Ask the customer to check their confirmation email first. |
| "FBA orders work the same way" | They don't. FBA fulfillment and tracking data comes from Amazon, not Shopify. |
"ai_generated": true in the log entryts_orders or Shopify fallback"ai_generated": true