Customer Support

Track orders with the BuyScout® AI Store Agent

BuyScout® automatically reads Shopify order and fulfillment data, then uses built-in major-carrier tracking to retrieve the latest available shipment update when a shopper asks.

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Install BuyScout® and test the skill with your own store data.

GDPR & AI Act compliant
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Can BuyScout® tell shoppers where an order is?

BuyScout® automatically verifies the shopper's eligible order, reads its fulfillment data, and retrieves the latest available tracking event through built-in major-carrier tracking. BuyScout® identifies the event time and any uncertainty instead of treating an old scan as a live location.

When shoppers need order tracking

Automatic order and carrier lookup replaces vague status replies.

A shipment has not moved

A shopper sees the same carrier scan for several days and wants to know whether the package is still moving. The AI Store Agent can explain the last recorded event and the merchant's published delay process.

An order has several shipments

A shopper received one item but not the rest. The AI Store Agent can separate the available fulfillment records so the shopper can see which items shipped, which remain pending, and which tracking link belongs to each package.

A package is marked delivered but missing

A carrier record shows delivery, but the shopper cannot find the package. BuyScout® can explain the recorded event and the merchant's published missing-delivery steps without declaring receipt, loss, or a remedy.

How order tracking works

BuyScout® securely identifies the order, retrieves the latest available shipment data, and explains what it means.

Find the eligible order

BuyScout® verifies the shopper through the store's order lookup flow and returns only the order and fulfillment details permitted for that request.

Retrieve the latest available status

BuyScout® combines Shopify fulfillment status with the latest available carrier event through its built-in tracking system for major carriers.

Explain the next safe step

BuyScout® shares the available status and timestamp, explains missing or conflicting information, and notifies store support only when it cannot fulfill the request.

A stale carrier scan

My tracking has not changed for six business days. Is the package lost?

Checking the latest carrier scan

The latest scan is six business days old and says in transit. I cannot confirm a current location from that old scan.

What should I do now?

Checking the store's delayed-shipment policy

The store's policy starts an investigation after five business days without a scan. This order qualifies, so I can send the order and last scan to the merchant.

OutcomeThe shopper gets current evidence and a next step without a false location promise.

What BuyScout® uses automatically

Order Tracking works automatically from Shopify and carrier data. Merchants may optionally add guidance for a special process that is not already published on the website.

Shopify order and fulfillment data

BuyScout® automatically reads the permitted order, fulfillment, carrier, and tracking fields after the shopper securely verifies the order.

Built-in major-carrier tracking

With tracking details, BuyScout® retrieves the latest update through built-in tracking for major carriers such as UPS, FedEx, and DHL. No separate setup is required.

Optional store guidance

BuyScout® reads published shipping, delay, and missing-package guidance from the store's website. Merchants can add store-specific investigation or exception guidance in BuyScout® Dashboard.

How Order Tracking works automatically

No manual carrier connection or skill activation is required.

  1. Work automatically with Shopify

    BuyScout® uses the store's Shopify order and fulfillment data as soon as an eligible shopper asks about an order.

  2. Retrieve the latest available carrier event

    BuyScout® uses built-in major-carrier tracking when the shipment includes tracking information.

  3. Explain status and uncertainty

    BuyScout® distinguishes fulfillment state, carrier events, estimates, and stale scans without claiming continuous monitoring or a live package location.

  4. Optionally add store-specific guidance

    BuyScout® reads special delivery procedures from the website or BuyScout® Dashboard. Merchants can optionally test representative orders.

Tracking boundaries and handoff

The merchant owns investigations and remedies.

  • Carrier data can lag BuyScout® retrieves the latest available event when the shopper asks. BuyScout® does not continuously monitor the shipment and cannot create a scan the carrier has not published.
  • Estimates can change A carrier date is an estimate, not a delivery guarantee. Weather, customs, capacity, and local service conditions may change it.
  • Investigations belong to the merchant Lost-package decisions, carrier claims, replacements, and compensation require the merchant's approved process and, when needed, a human handoff.

Frequently asked questions

BuyScout® retrieves the latest available tracking event when the shopper asks and shows when it occurred. BuyScout® does not continuously monitor the shipment or present an old event as a live location.

BuyScout® keeps tracking separate from order changes. When Order Modifications supports the request and the merchant has not disabled that action, BuyScout® can use that separate skill; otherwise BuyScout® explains the next step.

BuyScout® shows the available timestamps and explains the conflict without choosing an unsupported location. BuyScout® sends the case to the merchant when the discrepancy affects delay, loss, or remedy decisions.

BuyScout® automatically explains the available Shopify fulfillment state and any published processing guidance. If the request still cannot be fulfilled, BuyScout® notifies store support.

BuyScout® requires shopper verification through the store's order lookup flow and returns only the eligible order and fulfillment details needed for that request.

BuyScout® can explain the recorded delivery event and the merchant's published missing-delivery steps. Order Tracking does not declare receipt, loss, replacement, or refund; cases requiring investigation go to the merchant.

Get from Shopify — it's freeBook a demo

Install BuyScout® and test the skill with your own store data.

Related AI Store Agent skills

See all skills

Order Modifications

Automatically handles eligible supported order changes with confirmation, while letting merchants restrict actions in the BuyScout® Dashboard.

Learn more

Auto Human Handoff

Notifies store support when BuyScout® cannot fulfill a request, a shopper asks for a person, or the store requires human review.

Learn more