Answer “where is my order?” with the facts you have
A useful WISMO reply identifies the order, explains the recorded status and gives the next step you can support. CaseKit helps you prepare that draft in Shopify Admin, with an optional Gmail extension.
Check these four things before replying
A tracking link helps only after you have confirmed which order and shipment it belongs to.
Confirm the order
Use the reference or checkout email. Check the date and items if several orders match. Use the order lookup guide if nothing appears.
Check what was fulfilled
An unfulfilled order, a partial shipment and a fulfilled order need different wording. A label or tracking number alone does not prove carrier pickup.
Read the available update
Check the carrier event and any timestamp or estimate. If the record is incomplete or the customer disputes it, investigate before describing progress as confirmed.
Review the next step
Include verified facts and the action you will actually take. Request a draft, review any dates or policy commitments, then copy or insert and send it yourself.
Two WISMO reply examples
These are synthetic writing examples, not customer conversations or measured CaseKit results. Use each only when the stated facts match the order you checked.
Order recorded as unfulfilled
Example facts: order #1042 is unfulfilled; no tracking or dispatch date is recorded.
“Thanks for checking on order #1042. It is currently recorded as unfulfilled, and I do not have a tracking update or confirmed dispatch date to share yet.”
Add an investigation or follow-up commitment only if your team will carry it out. Unfulfilled does not prove that an item is out of stock.
Tracking exists, movement is unconfirmed
Example facts: order #1043 has tracking attached; no carrier movement or delivery estimate is available in the record you checked.
“Order #1043 has a tracking reference, but I cannot confirm carrier movement or a delivery date from the information currently available.”
Include a tracking link only after checking that it belongs to this shipment. Do not turn label creation into a promise that the parcel has been collected.
Keep uncertain cases clear
Recorded status and the customer's experience can differ. The reply should acknowledge both.
Tracking has not moved
Check the latest event and your shipping policy. A stale update does not prove loss or establish a replacement date. Follow the stalled-tracking guide.
Delivered, not received
Say that tracking records delivery and acknowledge that the customer has not received the parcel. Review the next investigation step; do not claim that CaseKit has opened a carrier case.
Part of the order arrived
Check the items and fulfillment records before referring to the whole order as delivered. Another shipment may have different tracking or no confirmed dispatch date.
Use the checklist where you work
In Shopify Admin
Enter the order number or customer email and paste their question into CaseKit. Confirm the order, request a draft, then review and copy it into your inbox.
With the optional Gmail extension
Connect the extension to your installed Shopify app. Order information loads beside the open email. On Free, request a draft explicitly; reading the email does not use one.
Common questions
What does WISMO stand for?
Does CaseKit reduce how many WISMO emails I get?
How does it handle a delayed shipment?
What about delivered but not received?
Can I use my own WISMO wording?
Try CaseKit on your next support email
Free plan: unlimited Shopify order lookups and 25 generated drafts per month. Nothing to migrate.