Spot order-status questions in the support inbox, look up the order in Shopify and reply with live tracking and an honest ETA.
For many online stores, "where is my order?" is the single most common support email. Each one means finding the order in Shopify, copying the tracking link and typing the same reply again. During sales and holidays the backlog stretches to days, which brings more follow-up emails and more chargebacks.
Create a Zap with the Gmail "New Email" trigger on your support label. Add a Filter that skips emails from your own domain and from Shopify notification addresses so the Zap never replies to itself.
Add a ChatGPT step with the detection prompt below that returns is_order_status, order_number and claims_not_received. Add a Filter so only emails where is_order_status is true continue.
Use the Shopify "Find Order" search by order number, falling back to the sender’s email for their most recent order. Add Paths: one for found orders, and one for no match that applies a "Needs human" Gmail label and stops.
Pass fulfillment status, carrier, tracking URL, order date and line items to a second ChatGPT step with the reply prompt. Include your shipping policy text so processing times are quoted accurately.
Send with Gmail "Reply to Email" so the answer stays in the same thread. Orders unfulfilled for more than 5 business days, or where claims_not_received is true, get the "Needs human" label instead of an automatic reply.
Read this customer email sent to an online store.
From: {{from_email}}
Subject: {{subject}}
Body: {{body}}
Decide whether the main question is about order status, shipping progress or a missing delivery. Questions about returns, refunds, product details or changing an order are not order-status questions.
Return only JSON:
{"is_order_status": true or false, "order_number": "digits only, or null if none is given", "claims_not_received": true if the customer says a parcel marked delivered never arrived, otherwise false}Write a reply to a customer asking about their order from {{store_name}}.
Customer first name: {{first_name}}
Order: #{{order_number}} placed {{order_date}}, items: {{line_items}}
Fulfillment status: {{fulfillment_status}}
Carrier and tracking: {{carrier}} {{tracking_url}}
Shipping policy: {{shipping_policy}}
Rules:
- Give the current status in the first sentence.
- If shipped, put the tracking link on its own line.
- If not yet shipped, give the processing time from the policy and do not promise a specific date.
- Under 90 words, friendly and plain. Apologise only if the order is past the policy window.
- Sign off as {{agent_name}} from the {{store_name}} team.Every new Zendesk ticket gets a category, priority and sentiment tag plus a draft reply in an internal note before an agent opens it.
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