Order tracking and refund requests are the most common customer queries for an ecommerce business. But how do you handle queries by customers who do not have a tracking link available in the system?
Follow the steps to handle this situation:
- Go to [Inbox Workflows] from the Settings menu and click [+New Rule].
- Next, enter the name of the rule and switch the rule on.
- Under “When”, select the channels that you want the rule to be active on.
- And now choose if you want the rule to be activated on creation of a new ticket, on receiving a new message in an existing ticket, or both.
- Select the conditions when the automation should run. In our case, we’ll use the “Message Body” > “Contains any of” > tracking,shipped,not received,status,haven’t received,track,didnt get,didn't get,did not get,hasn't showed up,where is my order
- Next, add the condition “Order tracking URL” > “Is not available”, so the rule runs only when the customer’s order has no tracking link. Keep “If” set to “All”. If your Shopify store is not connected, no tracking link can be found, so this condition is always true.
- Now, under THEN, select [Auto Reply] and create the reply that you wish to send out to your customer. Here’s an example:
8. Once you’re done, click [Save Rule]
