The Get order status action lets Seth answer "Where is my order?" calls automatically. It's enabled by default as soon as you connect Shopify, and typically resolves 30%+ of customer calls without handoff.
Where to find it
In the navigation menu, go to Seth AI Support.
Open the Train tab (default).
In Taking actions, you'll see Get order status already added. Click the pencil icon to open settings.
What Seth does on a call
Collects the order number from the caller (numeric part only; ignores symbols like
#).Fetches order details from Shopify.
Verifies the caller (if enabled) — Seth silently checks if the caller's phone matches the order. If not, he asks for the shipping ZIP code before sharing any details.
Removes personal data (no full names or payment info are returned to Seth). Street addresses are only shared when the caller is verified.
Retrieves tracking via our partner TrackingMore (covering 1,570+ carriers worldwide).
Responds to the customer with clear, up-to-date shipping and order information.
Caller verification
You can require callers to verify their identity before Seth shares order details. This prevents unauthorized people from looking up someone else's order.
How it works
Phone check (automatic): Seth silently compares the caller's phone number with the phone number on the order. If they match, the caller is verified instantly — they won't notice anything.
ZIP code fallback: If the phone doesn't match (e.g. the customer is calling from a different number), Seth asks for the shipping ZIP code. Once it matches, the caller is verified and gets the order details.
Most callers get verified automatically by their phone number. ZIP is only asked when the number doesn't match.
How to enable
In Taking actions, click the pencil icon next to Get order status.
Toggle on Verify callers with ZIP code.
Click Save changes.
Data Seth uses to answer order-status questions
From Shopify and our tracking partner, Seth receives:
Shipping & tracking
Carrier name
Delivery status (e.g., In Transit, Out for Delivery, Delivered, Exception)
Latest checkpoint (last scan): date/time, status text, origin info (if provided)
Location of latest scan (city, state/province, country when available)
Estimated delivery date (ETA) when the carrier provides one
Order details
Line items (products ordered)
Order payment state (paid/unpaid)
Charges (item totals, shipping price, additional fees, payments)
Address fields (minimized)
Shipping city
Province/state code
Country code
Billing matches shipping (yes/no)
Privacy by design: Full names and payment data are not returned to Seth. Street addresses are only shared when the caller is verified (by phone or ZIP).
Typical questions Seth can answer
"Has my order shipped yet?" — uses fulfillment and first scan data
"Where is it right now?" — uses latest checkpoint location
"When will it arrive?" — uses carrier ETA (or explains when ETA isn't available yet)
"Which items are included?" — lists line items from the order
"Which carrier is handling it?" — shares the carrier name and status
Setup notes & best practices
Carrier coverage: TrackingMore covers 1,570+ global carriers. Most shipments will be detected automatically. See the full carrier list.
ETA caveats: Some carriers don't provide ETAs or update infrequently. Seth will say when an ETA isn't available yet.
Multiple scans: Seth surfaces the latest known checkpoint to keep answers concise.
Caller verification: Off by default. Enable it if you want to prevent unauthorized order lookups. Most callers won't notice because phone matching is silent.
Summary
Get order status handles the most common support request with accurate, privacy-safe information pulled from Shopify and 1,570+ carriers via TrackingMore. It's on by default, requires only the order number from the caller, and gives customers fast, clear answers without tying up your team. You can optionally enable caller verification to require phone or ZIP matching before sharing order details. You can also build custom actions for other automations.