'Where is my order?' eats up most of your inbox. With Engaige, AI pulls real-time tracking data and resolves the ticket instantly before a human agent needs to touch it.
Trusted by eCommerce brands to answer millions of WISMO questions
"Where is my order?" is not one question. It is dozens of variations, all day, every day. Late deliveries, lost packages, pre-purchase anxiety, urgent gifts. Each one feels unique to the customer. To your team, it is an avalanche.
Engaige resolves 'where is my order' questions instead of deflecting them: it reads the live order status and pulls real-time carrier tracking, then tells the customer exactly where the parcel is and when it will arrive. When a delivery is late or lost, it flags the delay and triggers a reship or refund under your policy, escalating only the true edge cases to your team.
I ordered a dress for my sister's birthday this Saturday and tracking hasn't moved in 3 days. Will it arrive in time?
Looking up order #62308 in Shopify Shipped 5 days ago via DHL Express 
Reading DHL tracking history Last scan: 3 days ago at the Frankfurt hub On hold pending customs clearance Requesting customs release Release confirmed, dispatch tonight
That's such a relief, thank you so much.
Shopify 
PostNL DHL 
UPS 
FedEx 
Sendcloud 
Shipstation 
MyParcel 
AfterShip 
ParcelLab Shopify PostNL DHL UPS FedEx Sendcloud Shipstation MyParcel AfterShip ParcelLab Brands use Engaige's AI Agents to resolve support at scale without losing their voice.
“Engaige gave us the control and flexibility to incorporate AI in a more human way, operating 24/7 across our channels.”
Tap a brand for their story
Yes. Engaige AI reads the live order and pulls real-time carrier tracking, then answers where the parcel is and when it will arrive, all in the conversation. If delivery has failed, it triggers a reship or refund under your policy. Otrium automatically resolves 60% of its 120,000 annual tickets.
It interprets the customer's intent, opens the live order in your e-commerce platform, and pulls tracking directly from the carrier. Then it replies with the current status and an accurate delivery date, drawn from live data rather than a canned message. No human needs to touch the ticket first.
Engaige AI spots the failed or late delivery in the tracking data and tells the customer proactively, without waiting for them to chase it. It then applies your policy: arranging a reship or issuing a refund on eligible orders in the same conversation, and escalating disputed or high-value cases to your team with full context.
Engaige AI reads order and fulfilment status from your e-commerce platform, deepest on Shopify through the Admin API, and pulls live tracking from carriers and shipping tools such as PostNL, DHL, UPS, FedEx and Sendcloud. It works inside the helpdesk you already run, so you keep your existing setup.
Most WISMO tickets never need one: Engaige AI resolves the status update, reship or refund itself. It hands over when a case falls outside your policy, involves a dispute, or needs a judgment call, passing the full conversation and order history to your team so they start with context, not from scratch.
We learn your products, policies, and process before going live. Pick one to see how Engaige resolves it for brands like yours, end to end.
Book a demo and watch Engaige pull live tracking data and resolve WISMO tickets instantly, before a human touches them.
