Problem
How does Chatref handle questions about delivery orders?
When customers ask about their delivery, Chatref’s AI agent resolves the most common questions right away — grounded in your own delivery policies and real-time order data. It handles order status and delivery tracking automatically, triggers custom actions to report missing items, and escalates complex issues to your team in a shared inbox with full context.
Instant Order Status and Delivery Tracking
The most frequent delivery order questions are “Where is my order?” and “What’s the status?”. Chatref’s ai-agents answer these instantly using your shipping and fulfillment documentation, plus any live data you’ve connected. When a shopper asks for tracking, the agent pulls the latest status and provides a tracking link — no hold time, no manual look‑up. This means your team spends less time on repetitive WISMO inquiries and more time on exceptions.
Resolve Missing Items with Custom Actions
Missing items can be a top escalation driver. Chatref’s custom-actions let the AI agent go beyond just saying “we’re sorry”. Once the customer reports a missing product, the agent can collect the order number, verify the issue against your policies, and then trigger a back‑end action — such as logging a replacement request, creating a helpdesk ticket, or updating your inventory system. Because the action runs inside the same chat thread, the customer gets a confirmed resolution without being bounced to a new channel.
Hand Off Complex Cases to Your Team
Not every delivery question can be fully automated. When a situation requires human judgement — a delayed express shipment, a disputed delivery time, or a refund exception — Chatref’s shared-inbox lets your team step into the same conversation the AI agent started. The human agent sees the full chat history and any details the bot already captured, so they can pick up exactly where the AI left off. There’s no repeat information gathering and no lost context, which accelerates resolution and reduces customer frustration.
FAQ
How to track my delivery order?
Simply ask the Chatref agent on your store’s website. It will retrieve your order’s tracking status and share a live update or a direct tracking link — no need to log in or search through emails.
What if items are missing from my delivery?
Report it to the Chatref agent. It will collect the missing item details and can trigger a custom action to file a replacement request or alert your support team immediately, all within the same chat window.
How do I check the status of my order?
Type your order number into the chat widget. The AI agent looks up your order’s current phase — processing, shipped, out for delivery — and gives you an update in seconds, using your store’s own data.
Put this into practice
Chatref answers your customers from your own content, day and night. Add it to your site and go live in minutes – free to start.