The Look up an order skill 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 Using skills under Built in skills, you'll see Look up an order. Click Configure to open its settings.
What Seth does on a call
Recognizes returning customers. If the caller's phone number matches their Shopify customer profile, Seth already sees their recent orders and can answer right away, without asking for an order number.
Finds the order another way when needed. Callers can give their order number (numeric part only; symbols like
#are ignored). No order number at hand? Seth can also find the order with the email address it was placed under, combined with the shipping ZIP code.Verifies the caller. A phone match verifies the caller silently. Otherwise, Seth needs two of these three before sharing any details: order number, shipping ZIP code, or the email on the order.
Fetches order details from Shopify. No full names or payment card data are returned to Seth, and the shipping address is only used once the caller is verified.
Retrieves tracking via our partner TrackingMore (covering 1,633+ carriers worldwide), with real-time updates for major carriers connected through Shopify.
Responds to the customer with clear, up-to-date shipping and order information.
Caller verification
Seth always verifies who he's talking to before sharing order details, so nobody can look up someone else's order. This is built in and always on.
How it works
Phone check (automatic): Seth silently compares the caller's phone number with the customer's number in Shopify. If they match, the caller is verified instantly, and they won't notice anything.
Two details as fallback: If the phone doesn't match (for example, the customer is calling from a different number), Seth asks for two of these three: the order number, the shipping ZIP code, or the email the order was placed under. Any two that match verify the caller.
Most callers get verified automatically by their phone number. The extra questions only come up when the number doesn't match, and callers who can't verify don't get any order details.
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 date
Order payment state (paid/unpaid)
Charges (item totals, shipping price, additional fees, payments)
Discount code used on the order, if any
Address fields
Shipping address (street, city, state/province, ZIP, country)
Billing matches shipping (yes/no)
Privacy by design: Full names and payment card data are not returned to Seth, and the shipping address is only shared with Seth once the caller is verified (by phone match, or two of order number, ZIP, and email).
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)
"I don't have my order number." - finds the order by the email it was placed under plus the ZIP code
"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 1,633+ 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.
Tracking refresh: Major carriers connected through Shopify, like UPS, USPS, FedEx and DHL, update in real time, and more are being added. Other carriers sync every 4 to 6 hours via TrackingMore, so for those the status Seth shares may be a few hours behind the carrier's live scans.
Multiple scans: Seth surfaces the latest known checkpoint to keep answers concise.
Caller verification: Always on. Most callers won't notice because phone matching is silent, and everyone else verifies with two of order number, ZIP, and email.
Summary
Look up an order handles the most common support request with accurate, privacy-safe information pulled from Shopify and 1,633+ carriers via TrackingMore. It's on by default and gives customers fast, clear answers without tying up your team. Returning customers are recognized by their phone number, and everyone else verifies with two of order number, ZIP, and email before Seth shares order details. You can also teach custom skills for other automations.