Let shoppers track orders in chat

"Where is my order?" is the most common support question in ecommerce. RagChat answers it for you: shoppers can check their order status and tracking right in the chat, on every plan.

How it works

1. A shopper asks about their order.
2. The AI asks for their order number and the email address used on the order.
3. RagChat verifies both against your Shopify orders. The check happens in RagChat's system, not in the AI's head, so it can never show one customer another customer's order.
4. On a match, the shopper gets an order status card in the chat with the current status and, when available, Track and View order status links.

A few built-in safeguards:

• Only orders from the last 60 days can be looked up.
• If the order number and email do not match, the shopper gets a neutral "not found" reply.
• Lookup attempts are rate limited to stop guessing.

Turn it on or off

Order lookup is on by default.

1. Open RagChat and go to Settings → AI.
2. Under Capabilities, toggle Look up orders.
3. Click Save.

Still stuck? Message us from the chat widget and we'll help.