Where is my order
Without a connected order-status integration, this escalates to a person by design — the assistant should never guess at a real shipment's status.
AI chatbot for Shopify stores
AI chatbot for Shopify store owners
Shopify shoppers ask the same order, shipping and return questions on repeat, at every hour, across every time zone. GoBrise answers those from your own store policies and product content, and hands anything tied to a specific order or account straight to a person.
- "Where is my order" is the single most common message in every Shopify inbox
- Shipping cutoffs, return windows and sizing questions repeat before every purchase
- A specific order's real-time status lives in Shopify, not in a knowledge base
- Peak sale traffic spikes support volume without warning
Last reviewed 20 September 2026
Quick summary
Procedural
Shipping policy, return windows, sizing and product-care questions — answered from your published content.
Escalate
"Where is my order" and anything tied to a real account or order number goes to a person, unless you connect order-status lookup separately.
$0
Unlimited human live chat on the Free plan while you decide whether AI is worth adding.
24/7
Pre-purchase questions get answered instantly during traffic spikes that would otherwise overwhelm a small team.
What people actually ask
Real questions this page answers, drawn from the conversations teams like yours handle every day.
What's your return and exchange policy
Return windows, condition requirements, who pays return shipping, and how refunds are processed — answered consistently from your published policy, at any hour.
Does this come in my size / will it fit
Sizing charts, fit notes, and material details answered from your product content, reducing pre-purchase hesitation without a person typing the same answer repeatedly.
When will my order ship
Processing time, cutoff times for same-day dispatch, and holiday/sale-period delays — answered from your published shipping policy.
I received the wrong or a damaged item
Anything about a specific order going wrong is escalated to a person immediately with the full conversation attached, rather than receiving a generic policy quote.
How it works
Step 1
Decide what needs real order data
Order-status questions need a live connection to Shopify to answer safely; everything else (policy, sizing, shipping cutoffs) can run from written content alone. Scope this before writing anything.
Step 2
Write policy content precisely
Return windows, exchange rules, shipping cutoffs and sale-period exceptions — write the exact current rules, including any seasonal exceptions, so answers don't default to a stale general policy.
Step 3
Load product-level details for sizing and fit
Where sizing or material questions are common, add that content per product line or category rather than one generic FAQ page.
Step 4
Install the widget on product and cart pages
Pre-purchase questions cluster on product pages and at checkout hesitation points — not just the homepage. Match branding to your store theme.
Step 5
Test with real support-inbox wording
Pull your actual recent tickets, including angry and terse ones, and confirm policy answers are correct and order-specific ones escalate cleanly.
Step 6
Review after your next sale event
Sale-period traffic surfaces gaps fast. Read what escalated and what the assistant answered wrong, then update content before the next spike.
Who this is — and isn't — for
An honest read on where GoBrise fits, so you can rule it out quickly if it doesn't.
A good fit if
- Most pre-purchase and policy questions are genuinely repetitive and documented
- You want order-status lookups to reach a person unless you add a separate live integration
- You experience sale-period or seasonal traffic spikes your team can't easily absorb
- Your shipping, return and sizing content is written and kept current
- A predictable monthly bill matters more than per-conversation billing
Not the right tool if
- You expect "where is my order" answered automatically without any order-lookup integration
- Your policies change frequently and aren't documented anywhere current
- Most of your volume is already account-specific rather than general policy questions
- You want the assistant to process a return or issue a refund directly
- You have no team available to pick up escalated order-specific conversations
Frequently asked questions
Can it tell a customer where their order is right now?
Not out of the box — that needs a live connection to your order data. Without one, order-status questions escalate to a person rather than guessing.
Does it work with our specific Shopify theme?
The widget is a script embed that sits on top of any theme; it doesn't depend on your specific theme's code.
Can it handle our return policy exceptions during sales?
Yes, if you document the exception explicitly — for example a shortened or extended return window during a specific sale period.
What happens with a damaged-item complaint?
That's treated as order-specific and escalates to a person immediately with full context, rather than receiving a generic policy answer.
Can it recommend products or upsell?
It answers questions from your content; it isn't a recommendation engine. Product-fit questions (sizing, material) it can answer from documented details.
How do we handle a traffic spike during a big sale?
Procedural questions (shipping, returns, sizing) are absorbed automatically; make sure your team is staffed for the order-specific volume that still needs a person.
Can it be white-labelled to match our store?
Yes, on Growth and Business plans the widget carries your own branding with no GoBrise mark.
How much content do we need before launch?
Start with your top 20-30 real support questions — shipping, returns, sizing — and expand from there based on what still escalates.
Can we try it on a quiet week first?
Yes — running it during lower-traffic periods first lets you judge answer quality before your next big sale event.
Try it on your own content
Start free with unlimited human live chat, add your content, and judge the answers for yourself.