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 Action, you’ll see Get Order Status already added. You can edit or re-add it from here if needed.
What Seth does on a call
Collects the order number from the caller (numeric part only; ignores symbols like
#).Fetches order details from Shopify.
Removes personal data (no full addresses or payment info are returned to Seth).
Retrieves tracking via our partners TrackingMore and EasyPost (covering 1,500+ carriers worldwide).
Responds to the customer with clear, up‑to‑date shipping and order information.
Data Seth uses to answer order‑status questions
From Shopify and our tracking partners, 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 street addresses, full names, and payment data are not returned to Seth.
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 + EasyPost cover 1,500+ global carriers. Most shipments will be detected automatically.
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.
Summary
Get Order Status handles the most common support request with accurate, privacy‑safe information pulled from Shopify and 1,500+ carriers via TrackingMore and EasyPost. It’s on by default, requires only the order number from the caller, and gives customers fast, clear answers without tying up your team.