Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- What does AI order tracking actually need to do?
- 1. It confirms who is asking before sharing order details
- 2. It reads the order's real status in your store
- 3. It reads where the parcel actually is
- 4. It tells customers about a delay before they ask
- 5. It changes the order before it leaves the warehouse
- 6. It hands a parcel problem to a person with the details attached
- How did I score these AI order tracking tools?
- The 7 AI order tracking tools at a glance
- Which order status automation tool scores highest?
- Where does AI order tracking go wrong?
- Failure mode 1: It answers from a help article instead of the order
- Failure mode 2: It sends a tracking link to someone who already has it
- Failure mode 3: It keeps reassuring a customer whose parcel is actually lost
- Can My AskAI automate order tracking?
- How does My AskAI handle an order question from start to finish?
- How it handles the 6 things a support team needs
- Who's using My AskAI for order tracking?
- How does My AskAI price for 2,000 tickets a month?
- Can DigitalGenius automate order tracking?
- How does DigitalGenius handle an order question from start to finish?
- How it handles the 6 things a support team needs
- Who's using DigitalGenius for order tracking?
- How does DigitalGenius price for 2,000 tickets a month?
- Can Richpanel automate order tracking?
- How does Richpanel handle an order question from start to finish?
- How it handles the 6 things a support team needs
- Who's using Richpanel for order tracking?
- How does Richpanel price for 2,000 tickets a month?
- Can Yuma AI automate order tracking?
- How does Yuma AI handle an order question from start to finish?
- How it handles the 6 things a support team needs
- Who's using Yuma AI for order tracking?
- How does Yuma AI price for 2,000 tickets a month?
- Can Intercom Fin automate order tracking?
- How does Intercom Fin handle an order question from start to finish?
- How it handles the 6 things a support team needs
- Who's using Intercom Fin for order tracking?
- How does Intercom Fin price for 2,000 tickets a month?
- Can Gorgias AI Agent automate order tracking?
- How does Gorgias AI Agent handle an order question from start to finish?
- How it handles the 6 things a support team needs
- Who's using Gorgias AI Agent for order tracking?
- How does Gorgias AI Agent price for 2,000 tickets a month?
- Can Zendesk AI agents automate order tracking?
- How do Zendesk AI agents handle an order question from start to finish?
- How it handles the 6 things a support team needs
- Who's using Zendesk AI agents for order tracking?
- How do Zendesk AI agents price for 2,000 tickets a month?
- What does AI order tracking save a support team at 2,000 tickets a month? (worked example)
- So which AI is best for order tracking?
- FAQs
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Seven AI order tracking tools, scored out of 80 on eight criteria: DigitalGenius leads on 58 and messages customers about delays first, and My AskAI is second on 55 at about $395 a month on Pro for 2,000 tickets.
Order-status tickets arrive in many wordings: where's my order, has it shipped, why does the tracking page still say "label created"? Your agents copy an order number into the store, open the carrier's page, and paste the answer back into a reply, dozens of times a day. Plenty of those customers already had the tracking email.
A tracking page and good shipping emails help, but these tickets still arrive. Some customers find writing in easier than clicking a link, and many want someone to tell them where their parcel is. An AI agent can take the routine ones, as long as it can pull every detail of the order and answer straight away.
I'm Mike, co-founder of My AskAI. We help 200+ ecommerce and SaaS businesses run AI customer service inside the helpdesk they already use, so I'm not a neutral party, and My AskAI is one of the seven tools below.
Here are the seven tools in order of score, each with what it does best and the trade-off to weigh:
- DigitalGenius - best for delay messages sent before customers ask - Reads carrier tracking directly and checks stuck orders every day. The license fee starts at $1,000 a month.
- My AskAI - best for live order answers inside the helpdesk you already run - Answers from the Shopify order or your own order system in Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot, and hands parcel problems over with a summary. Order changes are Tasks your team sets up.
- Richpanel - best for carrier scans plus approval on every order change - Pulls the latest AfterShip scan into the reply and lets you approve each change. It's a helpdesk, so adopting it means moving your support onto it.
- Yuma AI - best for Shopify brands that want live carrier updates without building them - Reads live carrier events and cancels or reships Shopify orders. It sells 12-month bundles paid upfront, from $14,400 a year.
- Intercom Fin - best for Shopify stores whose customers chat in web Messenger - Ready Procedures answer "where is my order" and draft cancel and address changes. Each resolution costs $0.99.
- Gorgias AI Agent - best for Shopify-only stores that want ready-made order actions - Cancels, edits addresses and reships lost orders on Basic and up, after a one-time code on chat. It reads Shopify stores only.
- Zendesk AI agents - best for teams with admins who build their own actions - Shopify and AfterShip actions exist for flows your team builds. The AI is billed per automated resolution on top of seats.
What does AI order tracking actually need to do?
TL;DR: Six jobs: confirm it's the customer, read the order's real status, read where the parcel actually is, tell customers about a delay before they chase, change the order before it ships, and hand a parcel problem to a person with the details attached. All seven tools here can look up an order in some form, and they differ most on carrier scans, delay messages and order changes.
The right answer to an order question comes from two places, the store's order record and the carrier's latest scan, so order tracking automation needs a live connection to both. These are the six jobs I scored every tool against.
1. It confirms who is asking before sharing order details
An order shows a name, a home address and a delivery date, so it should only go to the person who placed it. A good tool recognizes a customer who is signed in to chat or writing from the email on the order, and checks anyone else first, for example with the order number plus a postal code or a one-time code.
When a tool can't do this, I see only two options: share addresses with anyone who has an order number, or send every order question to a person.
2. It reads the order's real status in your store
The customer wants to know whether the order is paid, packed, shipped, split into two parcels or still waiting on stock. Shopify's help pages show how an order moves between unfulfilled, partially fulfilled and fulfilled, and the answer has to come from that record. If your store is on WooCommerce, BigCommerce, Magento or your own platform, check that the tool reads those orders.
3. It reads where the parcel actually is
Once an order has left the warehouse, the reply should give the latest carrier scan and the delivery estimate. Shopify's fulfillment docs say delivery status comes from the shipping carrier once a tracking number is on the order. I score the reply on that scan and estimate, because the customer already had the tracking link.
4. It tells customers about a delay before they ask
A parcel that stops moving for three days creates a ticket on day four. The best tools watch for stuck or late orders and send a message first, so the customer hears about the delay from you. I score it apart from carrier scans, because a tool without it answers only when the customer chases.
5. It changes the order before it leaves the warehouse
Wrong addresses and change-of-mind cancellations are time-sensitive, because once the order leaves the warehouse the chance is gone. A good tool fixes the address or cancels an unshipped order in the conversation, with your approval first if you want it. Without it, the reply is "I've passed this to the team", and the parcel may go to the old address.
6. It hands a parcel problem to a person with the details attached
Lost parcels, "delivered" but not received, and damaged boxes need a person, or the reship your policy allows. The handover should arrive with the order and tracking already in the ticket, so your agent doesn't start from zero.
A store owner in a thread about order-status tickets put the problem in one line:
"We do all of this and still people have questions about their order status." Read the full thread on r/ecommerce
How did I score these AI order tracking tools?
TL;DR: Eight criteria, each scored out of 10 for a total out of 80: the six jobs above, plus whether it works in the helpdesk and store you already run, and what it costs a month at 2,000 tickets.
The criteria are the six jobs, with two more rows: fit with your current stack, and monthly cost. The scores come from each vendor's own docs, product pages, pricing pages and published customer stories. The set covers three kinds of tool: AI agents that install into your helpdesk, the helpdesk's own AI, and an ecommerce helpdesk with the AI built in.
Where a job is something your team builds (a My AskAI Task, a Fin Procedure, a Zendesk action flow, a Gorgias Action), I say so and score what it takes to set up. When I say a tool covers a job fully, it scored 8 or more on that job, and those are the ticked rows in each vendor's job table.
The eight criteria, in priority order:
- Confirms the customer first - recognizes a known customer and checks anyone else before sharing order details
- Reads live order status - answers from the store's order record, on Shopify and the other store platforms you might run
- Reads the carrier's latest scan - puts the real scan and delivery estimate into the reply
- Tells customers about delays first - sends a delay message before the customer asks
- Changes the order before it ships - edits the address or cancels an unshipped order, with approval per action
- Hands parcel problems to a person - lost, undelivered or damaged goes to an agent with the order and tracking attached
- Works in your helpdesk and store - runs inside the helpdesk and store platform you already use
- Monthly cost at 2,000 tickets - the lowest plan that covers that volume, as a monthly figure on the billing term each vendor sells, with any add-on the order workflow uses
Order questions are one part of an online store's support, and I've scored the wider job in our roundup of AI for ecommerce support.
The 7 AI order tracking tools at a glance
TL;DR: DigitalGenius leads on 58 out of 80, with My AskAI second on 55 and Richpanel third on 54. DigitalGenius is well ahead on delay messages sent first, and Richpanel has the top score for changing an order before it ships.
Which order status automation tool scores highest?
Here is how I scored the seven tools, with the top mark in each row in bold:
(scores out of 10) | DigitalGenius | My AskAI | Richpanel | Yuma AI | Intercom Fin | Gorgias AI Agent | Zendesk AI agents |
Confirms the customer first | 6 | 7 | 8 | 5 | 7 | 8 | 6 |
Reads live order status | 9 | 8 | 6 | 8 | 8 | 6 | 6 |
Reads the carrier's latest scan | 9 | 7 | 9 | 9 | 5 | 6 | 6 |
Tells customers about delays first | 8 | 1 | 2 | 3 | 2 | 2 | 2 |
Changes the order before it ships | 8 | 6 | 9 | 8 | 7 | 7 | 6 |
Hands parcel problems to a person | 7 | 9 | 9 | 8 | 8 | 7 | 8 |
Works in your helpdesk and store | 8 | 8 | 5 | 8 | 6 | 5 | 6 |
Monthly cost at 2,000 tickets | 3 | 9 | 6 | 3 | 5 | 5 | 4 |
Overall (out of 80) | 58 (73%) | 55 (69%) | 54 (68%) | 52 (65%) | 48 (60%) | 46 (58%) | 44 (55%) |
The same eight criteria, with what each tool does:
Criterion | DigitalGenius | My AskAI | Richpanel | Yuma AI | Intercom Fin | Gorgias AI Agent | Zendesk AI agents |
Confirms the customer first | Sign-in or order number | Verified email or chat | Emailed one-time code | Caller check on voice | Signed-in Messenger users | One-time code on chat | Messaging sign-in only |
Reads live order status | Shopify, BigCommerce, WooCommerce, Magento, more | Shopify built in, User Data | Shopify and CheckoutChamp | Shopify, BigCommerce, WooCommerce, Magento | Native Shopify order data | Shopify stores only | Shopify action you build |
Reads the carrier's latest scan | Carriers and AfterShip direct | Delivery dates from Shopify | AfterShip scan and estimate | Live AfterShip carrier events | Tracking info on order | Shopify and warehouse status | AfterShip action you build |
Tells customers about delays first | Daily stuck-order messages | Answers when customers write | Answers when asked | Answers inbound questions | Self-serve order status | Static unfulfilled message | Widget messages, no AI |
Changes the order before it ships | Address update, cancel check | Tasks your team sets up | Cancel, edit, per-action approval | Cancel, reship, edit items | Draft cancel and address | Cancel, address, reship on Basic | Cancel action you build |
Hands parcel problems to a person | Widget handover to helpdesk | Summary, same helpdesk | Note with tracking history | Full order context attached | Escalation plus Shopify sidebar | Handover topics and tag | Collects order number first |
Works in your helpdesk and store | Zendesk, Gorgias, Freshdesk, more | Zendesk, Intercom, Freshdesk, Gorgias, HubSpot | Replaces your helpdesk | Gorgias, Zendesk, Front, more | Intercom web Messenger | Gorgias with Shopify | Zendesk with Shopify |
Monthly cost at 2,000 tickets | From $1,000 license fee | About $395 on Pro | $585, five seats, yearly | $3,333 ($40,000 a year) | $1,188 in outcome fees | $1,099 AI Agent line | $1,725 committed, plus Growth |
DigitalGenius leads on 58. It reads carrier tracking across the major carriers, looks up orders on more store platforms than anyone else here, and checks orders every day to message customers about stuck ones before they ask. The trade-off is a license fee that starts at $1,000 a month.
We come second on 55, with the top marks for handover and cost. At about $395 a month for 2,000 tickets, we cost the least of the seven tools here, with live order answers inside Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot.
Richpanel, third on 54, has the clearest carrier-data answer in the set, with the latest AfterShip scan in every reply and an approval setting on each order change. It's also a helpdesk, so it fits a team ready to move support onto it. Yuma AI (52) reads live carrier events too, on 12-month plans paid upfront.
Intercom Fin (48), Gorgias AI Agent (46) and Zendesk AI agents (44) are the AI built into each helpdesk. Gorgias has the strongest set of ready-made order changes of the three, and Fin and Zendesk read Shopify orders through templates or actions your team sets up.
Where does AI order tracking go wrong?
TL;DR: Three ways: the AI answers from a help article instead of the order, it sends a tracking link to someone who already has it, and it keeps reassuring a customer whose parcel is actually lost.
I'd test for all three in any demo.
Failure mode 1: It answers from a help article instead of the order
The AI tells a customer on day nine that orders ship in 3 to 5 business days, because that's what the shipping policy article says. Or it shares a delivery address before checking who is asking. A store owner in a thread about repetitive order-status tickets described the same gap from the carrier's side:
"Carrier statuses are almost never clean during any kind of volume spike, so your order is in transit is technically true and completely useless at the same time. Customers email back angrier than before." Read the full thread on r/ecommerce
The reply should come from this customer's order record, and only after the check. In a demo, I give the AI two different order numbers and check that the answer changes.
Failure mode 2: It sends a tracking link to someone who already has it
The customer wrote in because the link didn't reassure them, so sending a second copy closes the ticket and brings them straight back. One post-purchase analysis argues that a generic "your order is on the way" reply makes a frustrated customer more frustrated.
The better reply says in words where the parcel is and when it should arrive, and keeps the link as backup. I want the date in the first line of the reply, because that is the part the customer asked for.
Failure mode 3: It keeps reassuring a customer whose parcel is actually lost
No scan for five days, "delivered" but not at the door, or a damaged box: the AI repeats the estimate, or insists the tracking says delivered, when the customer needs a person. A parcel marked delivered may have been left somewhere unexpected, handed to a neighbor or scanned too early, and none of those is the customer's mistake.
"\"Wheres my order? It hasn't been delivered\" - Yes it has. The tracking number says so" Read the full thread on r/ecommerce
A stuck or disputed parcel should go to a person with the order and tracking attached, or to the reship or claim your store allows.
Can My AskAI automate order tracking?
TL;DR: My AskAI answers order questions from the Shopify order or your own order system, inside the helpdesk you already run, covering 2 of the 6 jobs fully and 3 in part. It has the top scores for handover and cost, and 2,000 tickets come to about $395 a month on Pro.
We built My AskAI to work inside the helpdesk your team already uses: Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot. It installs as the approved app from each helpdesk's marketplace, so order questions stay in the same inbox, with the same tags and routing, as everything else.
How does My AskAI handle an order question from start to finish?
Our Shopify integration comes with an Order Status Check, a Task and Tool created for you when you connect the store. When a customer asks about an order, it collects the order ID and email and returns the order's details. In a helpdesk channel where the email is already verified, we skip that step and go straight to the order.
What comes back includes the fulfillment status, the estimated delivery date, in-transit and delivered dates, the carrier, and the tracking number and link, for up to 10 recent orders. With that, the reply can say "it's with the carrier and due Thursday" and keep the link for the end. It also works with Shopify Markets.
If your store isn't on Shopify, our User Data feature connects the AI to your own order system, so it can include order history, tracking information and delivery status in its answers. That's the route for WooCommerce and custom-built stores. Edel Optics and YouGarden connect their order data the same way.
For the customer check, the AI recognizes the sender of an email ticket or a signed-in chat user and shares their orders. For anyone else, your team can add a Tool that checks the order ID and postal code against your system, and the AI shares nothing until it passes.
We run order changes through Tasks, which are multi-step workflows you describe in plain language, and Tools, which connect a Task to your store or order system. Address updates and cancellations are both Tools your team sets up. You choose, per action, whether the AI makes the change on its own or proposes it for a teammate to approve.
When a parcel is lost, damaged or marked delivered but missing, we hand the ticket over inside the same helpdesk. Before any handover the AI writes a summary of the conversation, and it stays silent until your team hands the ticket back. Edel Optics uses AI Tagging to keep the AI off chosen categories, such as faulty items, which go straight to a person.
Across the eight rows, we share the top handover mark (9) with Richpanel and hold the top cost mark (9) on our own. We drop points in three places:
- Live order status - DigitalGenius reads more store platforms.
- The customer check - Richpanel and Gorgias send one-time codes.
- Carrier scans - three tools read AfterShip or the carriers directly.
Delay messages are our lowest score, a 1 against DigitalGenius's 8: the row scores messages sent before the customer asks, and our AI replies once the customer writes in.
How it handles the 6 things a support team needs
Live order status and handover are the 2 of the 6 jobs we cover fully.
Job | My AskAI |
Confirms the customer first | ⚠️ verified email or signed-in chat; a Tool checks others |
Reads live order status | ✅ Shopify built in; User Data for other stores |
Reads the carrier's latest scan | ⚠️ delivery estimate, carrier and dates from Shopify |
Tells customers about delays first | ❌ answers the moment the customer writes in |
Changes the order before it ships | ⚠️ Tasks and Tools your team sets up, approval per action |
Hands parcel problems to a person | ✅ summary on every handover, same helpdesk |
Who's using My AskAI for order tracking?
Edel Optics, the European eyewear retailer, runs My AskAI in Zendesk. Its case study credits one change, plugging in live customer data, for the jump from 25% to 79% AI resolution. That data is order, delivery, return and tracking information, which Edel Optics connected to us through User Data.
YouGarden, an online garden center on Freshdesk, built a data connection that surfaces recent orders, tracking and delivery info. Its case study says access to that order data is what lets the AI update customers on recent purchases and send tracking links. The team ran the AI in Notes mode for a month before switching to direct replies, and now reaches a 66% AI resolution rate.
An off-grid security-camera brand on Gorgias connected Shopify and User Data, and its case study says each order question now gets a real lookup of the order. A DTC baby-textiles brand, also on Gorgias, has the AI answer "where's my order?" on the spot with the customer's real order status. And Swytch, the e-bike conversion kit maker, has the AI resolve over 4,050 routine questions a month in Zendesk.
How does My AskAI price for 2,000 tickets a month?
Pro is our lowest plan, at $199 a month with 1,000 credits included, then $0.12 a credit. Every core feature, Tasks and Tools included, is available on it. I've assumed half the 2,000 tickets arrive by chat and half by email. A typical chat uses about 1 credit and a typical email about 1.5, so that's about 2,500 credits: $199 plus 1,500 extra credits at $0.12, or $379.
The Shopify integration itself is included in every plan. Tasks are billed on top at $0.02 for each reply that's part of a Task, so if the Order Status Check runs as a two-reply Task on each of 400 order questions, that adds up to $16. A Shopify response over 1,500 characters is charged as a Tool at $0.02.
That puts our bill for 2,000 tickets at about $395 a month, the top cost score in the set. You pay per ticket, whether the AI resolves it or hands it over, so the bill doesn't climb as the AI gets better at order questions. The 30-day free trial unlocks every feature with unlimited tickets and no card, so you can prove it on real order questions before you pay.
Choose My AskAI for order tracking if:
- Your team works in Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot and wants order questions answered there.
- You run Shopify and want order lookups working as soon as the store is connected.
- Your store is built on WooCommerce or your own platform and you can connect your order data.
- You want to decide, action by action, whether the AI changes an order on its own or waits for approval.
- You want a price per ticket that stays the same as the AI resolves more.
Don't choose My AskAI for order tracking if:
- You want the AI to message customers about late parcels before they write in.
- You want to replace your helpdesk as well as add AI to it.
- Most of your order questions arrive by phone.
For more on My AskAI, read how our pricing works or our guide to AI customer service on Shopify.
Can DigitalGenius automate order tracking?
TL;DR: DigitalGenius reads carrier tracking directly, looks up orders on more store platforms than any other tool here, and messages customers about stuck orders first, covering 4 of the 6 jobs fully. Its license fee starts at $1,000 a month.
DigitalGenius is an AI agent built for ecommerce that plugs into your helpdesk. Its integrations page lists Zendesk, Gorgias and Freshdesk among the helpdesks it connects to, and Intercom and HubSpot don't appear on that page or in its docs. Most of its lead comes from carrier data and delay messages.
How does DigitalGenius handle an order question from start to finish?
DigitalGenius's Order Status intent is built for "where is my order?" at each stage of the delivery journey. Its order lookups cover Shopify, BigCommerce, WooCommerce, Magento, Salesforce Commerce Cloud and several more platforms. That breadth is why I gave it the top mark for live order status, a 9.
The Track and Trace action returns the carrier's status, estimated delivery and last event date, with named carriers including UPS, USPS, DHL, FedEx, Royal Mail and Evri. The same integrations page adds tracking platforms such as AfterShip and Narvar. Reading the carrier directly earns a 9 on carrier scans.
It's the only tool here with a product for delay messages. Its Proactive product page says it will "check orders daily and inform customers if their order has been stuck for several days." Delay messages score 8, the mark that puts DigitalGenius ahead of us.
For changes, there's a Shopify update shipping address action and a check on whether an order can still be canceled. The action docs don't show a per-action approval switch.
Your site can pass signed-in shoppers to the chat widget, and anyone else is asked for an order number, so I put the customer check on 6. The widget hands the chat to your helpdesk, and a conversation summary is a separate action in DigitalGenius's action list, so I scored handover a 7.
How it handles the 6 things a support team needs
I gave DigitalGenius part marks only on the customer check and handover.
Job | DigitalGenius |
Confirms the customer first | ⚠️ signed-in shoppers; others give an order number |
Reads live order status | ✅ Shopify, BigCommerce, WooCommerce, Magento and more |
Reads the carrier's latest scan | ✅ carrier status, estimate and last event |
Tells customers about delays first | ✅ daily check on stuck orders |
Changes the order before it ships | ✅ address update and cancellable check |
Hands parcel problems to a person | ⚠️ widget handover to your helpdesk |
Who's using DigitalGenius for order tracking?
On, the running-shoe brand, says it automates 70% of its customer service queries with DigitalGenius, including proactive automation. Organic Basics uses it to automate requests to cancel or amend orders. On's 70% counts all its customer service queries, so it doesn't isolate order questions.
How does DigitalGenius price for 2,000 tickets a month?
DigitalGenius's pricing page asks you to book a demo. Its Shopify App Store listing says "DigitalGenius license fee applies starting from $1000/month." So at 2,000 tickets you're looking at $1,000 a month or more. It scores 3 for cost, because the floor is more than twice our figure at this volume.
Choose DigitalGenius for order tracking if:
- You want customers told about stuck parcels before they write in.
- You sell on BigCommerce, Magento, Salesforce Commerce Cloud or another platform besides Shopify.
- You want carrier status and delivery estimates without building the connection yourself.
Don't choose DigitalGenius for order tracking if:
- Your team runs support in Intercom or HubSpot.
- You want a published price you can check before talking to sales.
- Your budget for AI is well under $1,000 a month.
We answer order questions inside Intercom and HubSpot as well as Zendesk, Freshdesk, Freshchat and Gorgias. At this volume we cost about $395 a month on Pro.
For more on DigitalGenius, read our complete guide to DigitalGenius or browse the DigitalGenius alternatives roundup.
Can Richpanel automate order tracking?
TL;DR: Richpanel reads the latest AfterShip scan into every reply and lets you set approval on each order change, covering 4 of the 6 jobs fully. It's a helpdesk you move onto, and five seats on a yearly contract plus 1,200 AI conversations come to about $585 a month.
Richpanel is an ecommerce helpdesk with the AI agent built in, so choosing it for order tracking also means choosing it as the place your team works.
How does Richpanel handle an order question from start to finish?
Richpanel's order tracking page says the AI finds the customer's Shopify order, reads the tracking number, then "pulls the live status, latest scan and delivery estimate from AfterShip." It treats the order's own status tag as stale and never quotes it as live. I scored it 9, the clearest carrier answer in the set. Without AfterShip connected, the AI has the tracking number and says the tracking link is the live source.
Richpanel's AI actions overview says the customer confirms a one-time email code before anything is shown or changed, when your store requires it. That built-in code earns an 8 on the customer check.
Order changes have the top mark, a 9. The AI can cancel an unfulfilled Shopify order, hold it, change the address (including on Recharge and Loop Subscriptions) or edit items. It can also send a free replacement for a parcel lost in transit, when your policy allows it. Each action is set to "Always allow" or "Require approval", and I like the default, where lookups run on their own and changes wait for a person.
Handover is a 9 as well. Delivered-but-not-received claims go to your team, with an internal note giving the reason and the tracking history.
I scored live order status at 6, because the order actions run on Shopify and CheckoutChamp. Richpanel's release notes add read-only order answers for Medusa stores.
How it handles the 6 things a support team needs
Two rows hold Richpanel back, delay messages and live order status.
Job | Richpanel |
Confirms the customer first | ✅ one-time email code when the store requires it |
Reads live order status | ⚠️ Shopify and CheckoutChamp orders |
Reads the carrier's latest scan | ✅ latest AfterShip scan and delivery estimate |
Tells customers about delays first | ❌ answers when the customer asks |
Changes the order before it ships | ✅ cancel, hold, address, edit; approval per action |
Hands parcel problems to a person | ✅ note with the reason and tracking history |
Who's using Richpanel for order tracking?
Richpanel's case studies report overall support results. Ridge, for example, reports a 70% drop in cost per ticket after moving to Richpanel.
How does Richpanel price for 2,000 tickets a month?
The pricing page lists PRO at $69 per agent a month on a yearly contract, plus $0.20 per AI-handled conversation. On our basis of five agents and the AI handling 1,200 of the 2,000 tickets, that's $345 in seats plus $240 for the AI, or $585 a month. The page also lists the self-service portal as a free add-on.
Because Richpanel is the helpdesk, that $585 takes the place of your current helpdesk bill. It scores 6 for cost: the monthly figure is low, but every plan listed is on a yearly contract, bought through a demo or sales.
Choose Richpanel for order tracking if:
- You run Shopify with AfterShip and want the latest scan in every reply.
- You want to approve some order changes and let others run on their own.
- You're ready to move your support team onto a new helpdesk.
Don't choose Richpanel for order tracking if:
- You want to keep the helpdesk your team already runs.
- You sell on WooCommerce, BigCommerce or Magento and you want the AI to act on those orders.
- You'd rather not sign a yearly contract.
We run inside the helpdesk you already use. When a parcel goes wrong, we hand it to your team with a summary attached.
For more on Richpanel, read our complete guide to Richpanel.
Can Yuma AI automate order tracking?
TL;DR: Yuma AI reads live carrier events into its replies and cancels or reships Shopify orders, covering 4 of the 6 jobs fully. It sells 12-month bundles paid upfront, and the Growth bundle that covers this volume works out at about $3,333 a month.
Yuma AI is a Shopify-first AI agent that plugs into your helpdesk and bills per fully automated resolution. Its FAQ lists Gorgias, Zendesk and Front among the helpdesks it works with, and Intercom, Freshdesk and HubSpot don't appear there.
How does Yuma AI handle an order question from start to finish?
Yuma's support AI page says "it pulls live carrier data, reads shipment exceptions, and gives the customer a real tracking update" when a customer asks where their order is. Its AfterShip integration uses current tracking events in replies, and the same FAQ lists shipping apps such as ShipStation, ShipBob and Parcel Panel. Live events are why I scored it 9 on carrier scans.
Orders come from Shopify first, with BigCommerce, WooCommerce, Magento 2 and Adobe Commerce also listed, and Shopify is the only store with a published action list.
For changes, Yuma's Shopify actions cover canceling, reshipping and adding or removing line items. Address changes come through fulfillment apps such as Fulfill Engine and through the voice agent. You can run replies in draft mode and roll out in stages, so I gave changes an 8. Handover gets an 8 too: Yuma escalates "with the full context attached, including the order, the conversation history, and whatever the agent already tried."
Yuma's pages show a caller check on voice and no check before order details on email or chat, which leaves the customer check on 5. I gave delay messages a 3: Yuma reads shipment exceptions when the customer asks.
How it handles the 6 things a support team needs
Yuma AI's weakest rows are the customer check and delay messages.
Job | Yuma AI |
Confirms the customer first | ⚠️ caller check on voice |
Reads live order status | ✅ Shopify, plus BigCommerce, WooCommerce, Magento 2 |
Reads the carrier's latest scan | ✅ live AfterShip and carrier events |
Tells customers about delays first | ❌ reads exceptions when asked |
Changes the order before it ships | ✅ cancel, reship, edit items; address via apps |
Hands parcel problems to a person | ✅ full order context on escalation |
Who's using Yuma AI for order tracking?
Glossier's case study is Yuma's most order-specific story, built around shipping status and order changes. Yuma reports a 91% accuracy rate on Glossier's shipping status tickets, including parcels on smaller carriers. Glossier also uses it to process cancel and change-order requests inside a one-hour cancellation window.
How does Yuma AI price for 2,000 tickets a month?
Yuma's pricing page sells bundles of full resolutions, paid upfront with a 12-month commitment, and calls its prices illustrative, with each bundle built around your forecast. Starter is $14,400 a year for 12,000 resolutions, and on annual plans usage pauses at the bundle limit (the page bills extra resolutions on monthly plans at $1.50 each, and shows no monthly base price). At 1,200 AI resolutions a month you'd need 14,400 a year, so the published bundle that covers it is Growth at $40,000 a year for about 48,000 resolutions, about $3,333 a month.
That's the highest monthly figure in the table, and it scores 3. A store at 1,000 resolutions a month or fewer fits Starter, about $1,200 a month once the $14,400 is spread over the year.
Choose Yuma AI for order tracking if:
- You run Shopify on Gorgias or Zendesk and want live carrier updates in replies.
- You want to cancel and reship orders from the conversation.
- You're comfortable with an annual contract paid upfront.
Don't choose Yuma AI for order tracking if:
- Your team runs support in Intercom, Freshdesk or HubSpot.
- You want order details shared only after the customer is checked on email and chat.
- You want to avoid a 12-month commitment.
We check the customer through the verified email or signed-in chat before sharing an order. Our Pro plan is available on monthly billing.
For more on Yuma AI, read our complete guide to Yuma AI or browse the Yuma AI alternatives roundup.
Can Intercom Fin automate order tracking?
TL;DR: Intercom Fin answers "where is my order" from native Shopify order data through ready Procedures, covering 2 of the 6 jobs fully. Its ecommerce setup is built for web Messenger, and 1,200 outcomes come to $1,188 a month, with the Intercom plan on top.
Fin is Intercom's AI agent, priced per outcome; Fin for Ecommerce adds shopping and order features for Shopify stores.
How does Intercom Fin handle an order question from start to finish?
Setting up Fin for Ecommerce on a Shopify store gives you Procedures for "Where is my order", returns, refunds, exchanges and order updates or cancellations. The Shopify "Get order info" template reads order status, items, shipping address and tracking information.
For the parcel, Fin reads the tracking information on the order, and Intercom's Fin for Ecommerce pages describe no carrier or AfterShip feed. So I put it on 5 for carrier scans.
The cancel and update-address Procedures start as drafts, so your team reviews and sets them live before the AI changes an order. Fin recognizes shoppers who are signed in to Messenger, and data connectors can add a one-time code. Escalations reach a teammate who sees the Shopify order in the inbox sidebar, with fulfillment status and the tracking number and link, which is worth an 8 on handover.
Fin for Ecommerce works in web Messenger, and Intercom's explainer notes that email, social and voice aren't supported for it. On other store platforms, your developers publish the product catalog to Intercom, and order lookups need a custom data connector. Those two limits matter most to a store that answers order email or sells outside Shopify, and they're why I put Fin on 6 for fit.
How it handles the 6 things a support team needs
Fin scores 8 on two jobs, live order status and handover.
Job | Intercom Fin |
Confirms the customer first | ⚠️ signed-in Messenger users; code via connectors |
Reads live order status | ✅ native Shopify order data |
Reads the carrier's latest scan | ⚠️ tracking information on the order |
Tells customers about delays first | ❌ self-serve order status app only |
Changes the order before it ships | ⚠️ cancel and address Procedures you set live |
Hands parcel problems to a person | ✅ escalation with the Shopify sidebar |
Who's using Intercom Fin for order tracking?
Intercom's ecommerce story with WHOOP centers on pre-purchase questions, and reports that Fin resolves up to 84% of the inbound questions it's involved with.
How does Intercom Fin price for 2,000 tickets a month?
Fin costs $0.99 per outcome for service work such as a resolution or a procedure handoff, and Fin for Ecommerce resolutions cost the same. At our assumed resolution rate, Fin's 1,200 outcomes come to $1,188 a month, with Intercom seats on top. The Shopify app works on Intercom's Essential, Advanced and Expert plans. It scores 5: the price is published, and the bill grows with every order question Fin closes.
Choose Intercom Fin for order tracking if:
- Your Shopify customers mostly ask about orders in the Messenger on your website.
- You want order Procedures that come ready to review and switch on.
- You already run support in Intercom.
Don't choose Intercom Fin for order tracking if:
- Most of your order questions arrive by email or social messages.
- You want the latest carrier scan in the reply.
- You want a bill that stays level as the AI resolves more.
We run inside Intercom too. We answer order questions from the Shopify order on email as well as chat.
For more on Intercom Fin, read our complete guide to Fin, browse the Intercom Fin alternatives roundup or see our My AskAI vs Intercom Fin comparison.
Can Gorgias AI Agent automate order tracking?
TL;DR: Gorgias AI Agent looks up Shopify orders and makes the widest set of ready-made order changes among the helpdesk AIs, covering 1 of the 6 jobs fully. It reads Shopify stores only, and 2,000 tickets on Pro come to about $1,099 a month for the AI.
AI Agent is the AI built into Gorgias, the ecommerce helpdesk, and you get one for each Shopify store you connect.
How does Gorgias AI Agent handle an order question from start to finish?
On chat, the shopper signs in with a one-time code by email or SMS before the AI answers, the firmest check among the helpdesk AIs.
AI Agent then reads the Shopify order and its shipping info. Gorgias's store compatibility table marks AI Agent as supported on Shopify, and not on BigCommerce, Magento, WooCommerce or Prestashop. So live order status scores 6.
For fresher fulfillment data, "Get order info" Actions read order status from ShipStation, ShipBob, ShipHero and ShipMonk. Gorgias's ShipStation doc suggests it for "where is my order?" questions. Tracking apps such as AfterShip show their data in a sidebar widget for your agents, so the AI's parcel answer comes from Shopify and warehouse status.
I rate the Shopify order Actions the strongest ready-made set among the helpdesk AIs. AI Agent can cancel an unfulfilled order with a full refund, edit the shipping address, remove or replace an item, and reship an order that's been in transit too long. Actions are on Basic and up. The shopper confirms before an action runs, and Gorgias's docs don't show a team approval step, so changes score 7.
Handover scores 7: you set handover topics and AI Agent tags the ticket, with no written summary described for the agent.
How it handles the 6 things a support team needs
For Gorgias AI Agent, only the one-time code on chat reaches 8.
Job | Gorgias AI Agent |
Confirms the customer first | ✅ one-time code on chat |
Reads live order status | ⚠️ Shopify stores only |
Reads the carrier's latest scan | ⚠️ Shopify shipping info and warehouse app status |
Tells customers about delays first | ❌ static message for unfulfilled orders |
Changes the order before it ships | ⚠️ cancel, address, replace, reship on Basic and up |
Hands parcel problems to a person | ⚠️ handover topics and a tag |
Who's using Gorgias AI Agent for order tracking?
Gorgias's own data puts order-status questions at 18% of incoming requests, close to the one-in-five share in our cost example. Glamnetic reports 2.2x more shipping addresses edited in time by AI Agent and 1.8x more orders canceled before reaching fulfillment. Psycho Bunny's customer story says AI Agent resolves 26% of its tickets, with order status among the topics.
How does Gorgias AI Agent price for 2,000 tickets a month?
Pro is the lowest Gorgias plan that covers 2,000 tickets. Its AI Agent line is $190 a month with 190 automated interactions, and each automated interaction after that costs $0.90. With our 1,200 AI interactions, that's $190 plus 1,010 extra at $0.90, or about $1,099 a month on top of the helpdesk, and each automated interaction also counts as a helpdesk ticket. It scores 5 for cost, level with Fin: the AI line comes in just under Fin's, but it grows with every interaction the AI handles.
Choose Gorgias AI Agent for order tracking if:
- You run one or more Shopify stores and want ready-made cancel, address and reship actions.
- Your customers ask about orders mostly in chat, where the one-time code applies.
- Your order-status volume is modest and you'd rather keep everything in one product.
Don't choose Gorgias AI Agent for order tracking if:
- You sell on WooCommerce, BigCommerce or Magento.
- You want a teammate to approve order changes before they run.
- You want the latest carrier scan in the reply without a warehouse app.
We also run inside Gorgias. We read Shopify orders and reach other store platforms through User Data.
For more on Gorgias AI Agent, read our complete guide to Gorgias AI Agent, browse the Gorgias AI Agent alternatives roundup or see our My AskAI vs Gorgias comparison.
Can Zendesk AI agents automate order tracking?
TL;DR: Zendesk AI agents read Shopify orders and AfterShip tracking through action flows your team builds, covering 1 of the 6 jobs fully. The Shopify actions need Suite Growth, and 1,200 automated resolutions come to about $1,725 a month at the committed rate, with seats on top.
Zendesk AI agents are the AI built into Zendesk, billed per automated resolution. For order questions, most of the work is an action your admins set up (the AI agent doesn't read Shopify orders out of the box).
How do Zendesk AI agents handle an order question from start to finish?
Zendesk's answer on linking orders says returning order numbers and status for platforms like Shopify takes a custom script. There's also a Shopify connector for action flows with "Lookup order" and "Cancel order" (in limited availability, on Suite Growth and above). The action list has cancel and no address update.
For the parcel, an AfterShip "Lookup tracking" action retrieves the current status and full checkpoint history (your team builds the flow that puts it in front of the AI). Proactive messages can show delivery delays, on the web widget and mobile SDK, and Zendesk's doc says they can't be used with AI agents - Advanced. That's a 2.
Handover is Zendesk's strongest score, an 8. Before escalating, the AI agent can gather the order number, name and email, and the Shopify sidebar app shows your agent the fulfillment status and tracking numbers. The customer check scores 6, since it rests on messaging sign-in.
How it handles the 6 things a support team needs
Outside handover, every Zendesk row sits below 8.
Job | Zendesk AI agents |
Confirms the customer first | ⚠️ messaging sign-in |
Reads live order status | ⚠️ Shopify lookup action you build |
Reads the carrier's latest scan | ⚠️ AfterShip tracking action you build |
Tells customers about delays first | ❌ widget messages, not with AI agents - Advanced |
Changes the order before it ships | ⚠️ Shopify cancel action |
Hands parcel problems to a person | ✅ collects the order number; sidebar shows tracking |
Who's using Zendesk AI agents for order tracking?
Zendesk's Liberty London story is a retail example, and it doesn't describe AI order answers.
How do Zendesk AI agents price for 2,000 tickets a month?
The Shopify order actions need Suite Growth or above, which includes 10 automated resolutions per agent a month on Zendesk's pricing page (50 with five agents). The other 1,150 resolutions cost $1.50 each as committed resolutions, about $1,725 a month, or $2.00 each pay-as-you-go, with seats on top. It scores 4: the rate is published, but this is the largest AI bill among the helpdesk AIs here.
Choose Zendesk AI agents for order tracking if:
- You're on Suite Growth or above and want to stay with Zendesk's built-in AI.
- You have admins who can build and test action flows.
- You already use AfterShip and want its tracking data behind your AI agent.
Don't choose Zendesk AI agents for order tracking if:
- You want Shopify order lookups working without building anything.
- You want the AI to fix a shipping address in the conversation.
- You're on a Zendesk plan below Suite Growth.
We run inside Zendesk too. When you connect the store, we create the Shopify Order Status Check for you.
For more on Zendesk AI agents, read our complete guide to Zendesk's AI agent, browse the Zendesk AI alternatives roundup or see our My AskAI vs Zendesk AI comparison.
What does AI order tracking save a support team at 2,000 tickets a month? (worked example)
TL;DR: At 2,000 tickets a month, answering everything by hand costs about $3,200 in team time. My AskAI comes to about $395 on Pro and Richpanel to $585 with seats, while the helpdesk AIs add $1,099 to $1,725 on top of the helpdesk plan and the Yuma bundle that covers this volume works out at $3,333.
The basis is the same for every row. I've assumed 2,000 tickets a month, half by chat and half by email, with the AI fully answering 1,200 of them (60%) and handing 800 to your team. Per-seat rows assume a team of five, and I've also assumed 1 in 5 tickets, about 400, are order-status questions, so swap in your own share if you track it.
The no-AI row uses four minutes per ticket, a planning figure for a retail ticket, at a loaded $0.40 a minute. With the median wage for customer service representatives at $21.53 an hour, $0.40 a minute allows for overheads. I've priced each row on the lowest plan that covers the volume. For AI built into a helpdesk, the row counts the AI charge alone, with the helpdesk plan billed on top.
Scenario | Plan modeled | Monthly cost | Notes |
No AI (your team answers every ticket) | None | $3,200 | 2,000 tickets × 4 minutes × $0.40 a minute; the 400 order questions are $640 of it |
My AskAI | Pro | $395 | 2,000 tickets, half chat at about 1 credit and half email at about 1.5, come to about 2,500 credits: $199 + 1,500 extra credits × $0.12 = $379, plus 800 Task replies (2 replies × 400 order questions) × $0.02 = $16 for the Order Status Check |
DigitalGenius | License fee | From $1,000 | License fee starting at $1,000 a month on its Shopify App Store listing; the pricing page asks you to book a demo |
Richpanel | PRO, five agents | $585 | 1,200 AI-answered + 800 handled by your team = 2,000 tickets; 5 × $69 seats + 1,200 AI conversations × $0.20; yearly contract; replaces your helpdesk |
Yuma AI | Growth | $3,333 | $40,000 a year paid upfront, 12-month commitment; 2,000 tickets a month with 1,200 resolved is 14,400 resolutions a year, and Starter's 12,000 a year is below that |
Intercom Fin | Fin, per outcome | $1,188 | 1,200 of the 2,000 tickets resolved = 1,200 outcomes × $0.99; Intercom seats on top |
Gorgias AI Agent | Pro, AI Agent line | $1,099 | 1,200 of the 2,000 tickets answered by AI: $190 with 190 interactions + 1,010 × $0.90; each also counts as a helpdesk ticket |
Zendesk AI agents | Suite Growth | $1,725 | 1,200 of the 2,000 tickets resolved, less 50 included (10 per agent × 5) = 1,150 × $1.50 committed; $2,300 at $2.00 pay-as-you-go; seats on top |
The AI handles 1,200 tickets in this example, which is $1,920 of team time at the no-AI rate. Against that, we cost about $395, Richpanel's AI line is $240 on top of seats that replace your helpdesk, and Intercom Fin is $1,188.
Gorgias AI Agent comes to $1,099, about $820 less than that team time, and Zendesk AI agents leave a thin margin at $1,725. At this volume, Yuma's Growth bundle costs $3,333 a month, more than the team time it saves.
Another saving is the repeat "any update?" ticket that never arrives, because the first answer included the delivery date. Per-resolution pricing gets expensive on order questions. They resolve well, so the better the AI gets at "where is my order?", the bigger the bill. Our ROI calculator lets you run the same sums with your own volume.
So which AI is best for order tracking?
TL;DR: DigitalGenius has the top score, for teams that want delay messages sent first and can budget from $1,000 a month. My AskAI is the runner-up at about $395 a month inside the helpdesk you already run, and Richpanel suits a Shopify team ready to move helpdesk for AfterShip scans and per-action approval.
DigitalGenius leads on 58 out of 80, on the strength of direct carrier tracking, the widest store-platform coverage and daily messages about stuck parcels.
We're second on 55 and the cheapest in the set at about $395 a month. We answer from the live order inside Zendesk, Intercom, Freshdesk, Freshchat, Gorgias or HubSpot and hand parcel problems over with a summary. Richpanel (54) scores 9 on both carrier scans and order changes, for a team willing to move onto it as its helpdesk.
If you're a Shopify-only brand already on Gorgias with a modest number of order questions, staying with Gorgias AI Agent is a reasonable call. Its ready-made cancel, address and reship actions are the best of the helpdesk AIs, and nothing changes for your team.
Whichever tool you pick, roll it out in stages, in this order (Edel Optics and YouGarden describe the first two in their case studies):
- Connect the order data first - Edel Optics credits live order and tracking data for its jump from 25% to 79% AI resolution.
- Run order answers as internal notes - YouGarden ran in Notes mode for a month, reading every answer before customers did.
- Switch to direct replies - start with "where is my order?" and add other order topics once the answers hold up.
- Turn on order changes with approval - address changes and cancellations wait for a teammate until you trust them, then run on their own one at a time.
To try this on your own order questions, connect Shopify and we set up the Order Status Check for you. The 30-day free trial gives you every feature and unlimited tickets, with no card required.
FAQs
Can AI track orders for customers?
Yes, when it's connected to your store and your tracking data. AI order tracking means the AI reads the customer's order record and the carrier's latest scan, then answers in the conversation with the status and delivery estimate. In this set, DigitalGenius, Richpanel and Yuma AI bring live carrier tracking into the reply, and My AskAI reads the delivery estimate, carrier and dates from the Shopify order. Edel Optics went from 25% to 79% AI resolution after plugging in live customer data.
What does WISMO mean?
WISMO is short for "where is my order?", the order-status question every store that ships parcels gets. Our guide to reducing WISMO tickets covers the full playbook.
Which AI agent can take actions like processing refunds or looking up orders?
Every tool in this post looks up orders, and several change them before they ship. Richpanel, DigitalGenius, Yuma AI and Gorgias AI Agent have ready-made cancel or address actions for Shopify, and My AskAI runs order changes as Tasks and Tools your team sets up, each one autonomous or waiting for approval. Refunds and returns each have their own set of jobs, and our guides to the best AI for refunds and for returns score tools on those.
Is an AI chatbot for order tracking the same as an AI agent?
Not usually. A basic chatbot for order tracking asks for an order number and sends back the tracking link, which is often the link the customer already had. An AI agent reads the order and the carrier's latest scan, writes the answer in words, changes the order if it hasn't shipped, and hands a lost parcel to a person.
Can an order tracking chatbot change a shipping address or cancel an order?
Some can, as long as the order hasn't shipped. Richpanel has ready address and cancel actions for Shopify, Gorgias AI Agent offers them on Basic and up, and DigitalGenius has a Shopify address action plus a check on whether the order can still be canceled. Intercom Fin's cancel and address Procedures start as drafts, Zendesk's Shopify actions include cancel, and with us both are Tasks and Tools your team sets up, each running on its own or waiting for approval.
Does order status automation work outside Shopify?
With some tools. DigitalGenius looks up orders on BigCommerce, WooCommerce, Magento, Salesforce Commerce Cloud and more, and Yuma AI lists BigCommerce, WooCommerce and Magento 2. Gorgias AI Agent supports Shopify only, and Richpanel's order actions run on Shopify and CheckoutChamp. My AskAI reaches WooCommerce and custom stores through User Data, which connects the AI to your own order system, and our guide to AI customer service for WooCommerce walks through it.
