CASEKIT
Feature

WISMO detection, decided by Shopify evidence

CaseKit uses recorded Shopify fulfillment data and the customer's message to select a support scenario. Use it in Shopify Admin or the optional Gmail extension, then review the facts and proposed next step before sending.

Install on ShopifyWISMO support, explained
CaseKit showing order #10611 out for delivery today with DPD, and the matching reply

Common order-status scenarios

The available evidence shapes the draft. Missing information and customer-reported problems still need merchant judgment.

Processing

Order not yet fulfilled. This alone does not establish stock availability or a dispatch date.

Tracking pending

Fulfillment is recorded but tracking is not available. Do not invent a carrier link or delivery date.

Shipped, tracking available

Fulfilled with tracking available; carrier movement may still be unconfirmed. A tracking reference alone is not proof of pickup.

In transit

Carrier has the parcel and is moving it. The reply includes the tracking link.

Delayed

Movement has stalled against expectation. The reply acknowledges it rather than repeating the tracking link.

Out for delivery

The carrier status is recorded as out for delivery. Check the latest update before promising arrival today.

Delivered

Carrier reports delivery. The reply confirms it and offers a next step if it is missing.

Delivered, not received

Carrier says delivered, customer disagrees. The reply suggests investigation steps rather than claiming a case has already been opened.

Delivery exception

Carrier has flagged a problem such as an address issue or a failed attempt.

Why deterministic first

A wrong status is worse than a slow reply

Telling a customer their parcel is moving when it has not left the warehouse creates a second ticket and a trust problem. Using recorded Shopify fulfillment and tracking data reduces unsupported status claims. Check the selected order and review the draft before sending.

Order data and the message matter

A recorded delivery plus a customer reporting a missing parcel needs different wording from a routine delivered update. Shared store tone and structured policy settings build on the selected scenario; every draft still needs review.

See also: WISMO support · What is WISMO? · When tracking stalls · How AI is used

Questions about this feature

What does WISMO mean?
"Where is my order?" It is the shorthand support teams use for the order-status questions that dominate ecommerce inboxes: has it shipped, where is it, why has tracking not moved, was it delivered.
Does AI decide which scenario applies?
No. The scenario is selected by deterministic logic from the Shopify fulfillment evidence and customer-message signals. On Pro, AI selects an acknowledgment for supported-language drafts after the scenario is selected. Optional extension tone rewrites require review.
What happens when the evidence is incomplete?
CaseKit uses more cautious wording. A missing delivery estimate means the reply mentions no date; an unknown carrier state means a generic shipped reply instead of a claim about progress.
Can I change the reply for a scenario?
On Pro you can set shared store tone and structured policy rules in Shopify. These shape supported-language drafts; review free-text policy exceptions before sending.

Try it on your next customer email

Free plan: unlimited Shopify order lookups and 25 generated drafts per month.

Install on ShopifyAll features