Where is my order replies playbook

Customer	Order	Status found	Drafted reply
Tom B.	#5102	Shipped 21 Oct, DHL, in transit	"It left us on Tuesday. Germany usually takes 2 to 3 days. Track it here."
Aisha K.	#5117	Paid, not shipped yet	"It ships tomorrow. You get the tracking link by email."
Marc D.	#5089	Delivered 22 Oct	"DHL shows it delivered on 22 Oct. Could you check with neighbours?"
Julia P.	#4990	Shipped 9 Oct, 15 days ago	Flagged Past your normal 5 days. A person decides.

Customer

Order

Status found

Drafted reply

Tom B.

#5102

Shipped 21 Oct, DHL, in transit

"It left us on Tuesday. Germany usually takes 2 to 3 days. Track it here."

Aisha K.

#5117

Paid, not shipped yet

"It ships tomorrow. You get the tracking link by email."

Marc D.

#5089

Delivered 22 Oct

"DHL shows it delivered on 22 Oct. Could you check with neighbours?"

Julia P.

#4990

Shipped 9 Oct, 15 days ago

Flagged Past your normal 5 days. A person decides.

Who it is for

Stores where "where is my order" is the biggest pile in the inbox. That is most stores that ship physical products.

It pays off from about 20 such emails a week. Below that, a saved skill your team runs by hand is enough.

it's about the only thing that keeps you tied to a computer even if you're on a vacation

Shopify store owner on r/shopify

What you need

Connect these in Homla, under Connectors. Each person signs in with their own account.

Gorgias or Email (IMAP/SMTP)
Shopify

Steps in Homla

1
ConnectConnect your inbox and ShopifyGorgias, or your support mailbox through Email (IMAP/SMTP). Shopify needs an Admin API token that can read orders and fulfillments.
2
MemoryAdd your shipping facts to memoryCarriers, delivery times per country and your cut-off time. Add what you do when a parcel is stuck. One fact per line.
3
SkillSave the skillCopy the skill below. It tells the AI how to read a status and what to promise.
4
AgentCreate the agentName it "Order desk". Give it the skill, Shopify read access and the inbox.
5
ApprovalApprove the repliesReplies wait in Approvals. Approve them one by one at first.
6
TriggerSet the schedule"On a schedule": every 30 minutes, 8:00 to 19:00 on weekdays. Add "Run now" for busy days.

The skill to save

Copy it into Skills, then New skill. Edit the parts in brackets.

Skill

Name: Order status reply

For each new email asking where an order is:

1. Find the order in Shopify: order number first, then the sender's email.
2. Read its status: paid, fulfilled, tracking number, carrier, last update.
3. Use our shipping facts from company memory for normal delivery times.
4. Draft a reply of 3 to 5 sentences: the status in plain words, the expected date, the tracking link.
5. If delivered: give the date and suggest neighbours or the safe place.
6. If the order is past our normal delivery time by [3] days, or the customer asks twice, do not draft. Flag it for a person.

Never invent a date. If you are not sure, say when we will update them.

Agent settings

Name	Order desk
Job, in plain words	Answer "where is my order" emails with the real status from Shopify.
Skills	Order status reply
Tools	Shopify, orders and fulfillments Read · Inbox, read Read · Reply Asks first
Trigger	On a schedule, every 30 minutes on weekdays, plus Run now
Approvals	Each reply waits for a person. Approve, edit or reject.
Who can use it	Support team
Limits	100 runs a day

What stays under your control

You approve every reply until you choose otherwise.
Lost parcels go to a person. The agent flags them. It never decides on a reshipment or a refund.
No made-up dates. The skill tells it to use carrier data and your memory only.
Read only on Shopify. It cannot change an order.

Good to know

The agent reads the tracking number and carrier stored in Shopify. It does not log into carrier websites. For live carrier status, the reply includes the tracking link.

Answer every "where is my order" email in one click.