OrderSay home page

The OrderSay inbox, working on sample data.

It opens inside your Shopify admin. Messages to your own number arrive as tasks, grouped and put in order, so the one to answer next is always on top.

  • Inside your Shopify admin
  • On your own number
  • Ranked, with the reason shown

Tasks

  1. Rocío MartínYesterday Has my order left yet? I need to change the address. Where is my orderWindow closing
  2. María López23:41 Hi! Where is my order? I ordered on Monday. Where is my order
  3. Pablo Serrano00:07 The parcel arrived damaged, the box was crushed. Problems
  4. Javier Ruiz00:24 Tracking says delivered but I do not have it. Problems
  5. Carmen Díaz00:03 I would like to return the sandals, they are too big. Returns
  6. Laura Gómez00:16 Do you have the linen jacket in green? Before buying

Grouped automatically

  • Where is my order2
  • Problems2
  • Returns1
  • Before buying1
  • Window closing1
  • Answered automatically2

Why is this on top? Rocío Martín

  • The reply window closes in 41 min
  • Waiting since yesterday
  • Asks about an order on its way

An order appears only when the match is certain.

Each message is matched by phone number to a Shopify customer, then to their orders. When it is not certain, OrderSay asks instead of guessing.

  1. Matched

    Laura Gómez

    One customer has this number

    Her orders open beside the chat.

  2. Check needed

    Two customers share this number

    Javier Ruiz · Javier Ruiz Martín

    You choose, or the customer confirms in a short form.

  3. Not found

    No customer has this number

    A new contact

    It says so. No order is shown, nothing is guessed.

María LópezMatched by phone number

Hi! Where is my order? I ordered on Monday.23:41

Draft reply · from verified order data

Hi María! Your order #1042 has shipped. You can follow it with this tracking link.

EditSend

Hi María! Your order #1042 has shipped. You can follow it with this tracking link.SentDeliveredRead

Customer and orders

Customer since March · 2 orders

  • #1042Paid · shipped
  • #0987Delivered
Order
#1042
Items
Linen shirt · M · 1
Canvas tote · 1
Shipment
Shipped yesterday
Tracking
Follow the parcel
Return
None open

The answer comes from the order, not from memory.

The card beside the chat shows the customer’s recent orders, the items in each, the shipment and tracking link, any return, and how long they have shopped with you.

The AI drafts. You send.

The draft uses only verified order data. Nothing reaches the customer until someone on your team presses Send.

Then you see it arrive.

Sent, delivered, read, or failed with the reason. Switch on automatic answers and OrderSay replies to “where is my order” by itself, only from verified data, and your team sees every one.

A return starts with a form, not ten messages.

The customer fills in a short form inside the chat: order, item, reason and an optional photo. The request lands in your queue as a task. The decision stays with you, and nothing changes in Shopify.

Return or exchange

Order
#1042
Item
Linen shirt · M
Reason
Too small, I would like an L
Photo
Added (optional)

Send request

New task · Return request · María López · #1042

The whole team works one inbox.

A task changes hands without losing its story.

Assign

Assigned to Lucía

Waiting for customer

Internal note

Exchange for size L approved. Lucía sends the label today.

Only your team sees notes.

Tags

ExchangeSizeRepeat customer

Saved replies

Thanks! Your exchange is approved. We will send the return label today.

Every saved reply in both languages.

Search

  • Rocío Martín · #1061 · Where is my order
  • María López · #1042 · Where is my order
  • Pablo Serrano · #1038 · Problems
  • Javier Ruiz · #1029 · Problems
  • Carmen Díaz · #1033 · Returns
  • Laura Gómez · Before buying

24-hour window

Reply window open

Window closed: approved templates only

  • Shipping update
  • Return label
  • Order confirmation
  • Welcome
  • Consent request

Photos and documents

Customers send a photo of the damage, you send the return label as a PDF.

Delivery status

  • Sent
  • Delivered
  • Read
  • Failed, with the reason
  • Marketing templates need recorded consentAlways on
  • “STOP” or “BAJA” unsubscribes at onceAlways on
  • Shopify access is read-only: orders and customersRead-only
  • Customer data exported or deleted on request; uninstalling removes your shop’s dataBuilt in
  • Your number stays yours; Meta’s message fees with no markup from usAlways
  • Works in your phone’s browser tooBuilt in

Interface language

  • Tasks
  • Send
  • Waiting for customer
  • Assign

Rules that hold when you are busy.

Set once, enforced on every message.

See how support is going.

Counted from the sample tasks on this page.

Messages
19
First reply, median
4 min
“Where is my order” answered automatically
2
Open tasks
6

Set-up walks you through it.

  1. Install from the Shopify App Store
  2. Pick a plan and start the free trial
  3. Connect your own number
  4. Invite your team
  5. Test matching on your recent orders
  6. Send ready-made templates for approval, in your language
  7. The first message arrives: you are live

Try it on your shop.

We are opening a pilot for a small group of Shopify shops. Type your store and your email app opens with the details filled in.

Join the pilot