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 [Automation Rules] from the Settings menu and click [+New Rule].
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60d1d78869f81a775ce86cd8_o8V6ihyWOfmvO8TI2H2FgRiS3gKsC9CyM8lPF3jYyriOGqaaaPedRjM7Tc_zpShjSDv5l-N98G_C3-qwfJ-p6q4wp0afItwhQ1_xkq6BfbHM2KwPfoPG5U5o7nNASx6x2KtTIenI.png)
- 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
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60e750778f66e14ab11d1117_xCeSRfZNWB-MmWHjXsc-CNruVwp7jGxctq3E23N2Uhm6AffE5N-t8T5HaWbiWbpnflUjaqkM-lOObZ1OxAvSXG81mf1VVZU5uyvtWwhlh8eEhDUpFzUvHPldylWYAFOjhkcPySFd.png)
- Next, I’ve added the condition to run this rule only if the Order tracking URL is not available.
- Now, under THEN, select [Auto Reply] and create the reply that you wish to send out to your customer. Here’s an example:
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60e750776c5ca18878adb3e9_LuV1ZebakK1kwiZxZJr5xv76P4rL6vpbpz8m4-uVmvnb4CjCntqKv4x98ZCUSH96oOUNlZXY1LKGQvwY-1Z59thmu5jW1J5KKkL1K0wfcfi-jeX7jV36A19HKqFaYGUc71_t-sD4.png)
8. Once you’re done, click [Save Rule]