Glossary · Sales and commerce
What is WISMO (order status lookup)?
Order status lookup is answering a customer's “where is my order?” question, known in ecommerce as WISMO, by retrieving the order's real status and tracking details from the store. It is one of the most frequent ecommerce support questions, which makes it a strong candidate for automation, provided the lookup verifies the customer's identity first.
Also called: WISMO, where is my order, order tracking chatbot
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Order status lookup (WISMO), explained
WISMO questions are repetitive, time-sensitive and usually easy to answer if you have the data: has the order shipped, with which carrier, what is the tracking number, and when is it expected? Answering them by hand means an agent copying the same fields from the store admin many times a day.
Automated lookup connects the chat to the store's order data. The customer provides an order number and an identifier such as their email address, the system checks both match, and it returns the current status. The answer should come from the real record, never from the language model's guess.
Verification is the critical part. Without it, anyone who knows or guesses an order number could see someone else's address and purchase. Matching the order to the customer's email is a basic safeguard.
Keep the integration read-only unless there is a strong reason not to. Changes such as cancellations, address edits and refunds carry more risk and are usually better handed to a person.
How to measure it
Measure the share of WISMO conversations resolved by the lookup without a human, and repeat WISMO contacts for the same order.
Common mistake
How SuperBot relates
SuperBot reads store products, stock and orders read-only, verifies order lookups against the customer's email, and never writes to the store.
Frequently asked questions
What does WISMO stand for?
“Where is my order?” It is the ecommerce term for order status and delivery enquiries.
Is it safe to let a chatbot look up orders?
It can be if the lookup verifies that the order belongs to the person asking, for example by matching the customer's email, and if access is read-only so the bot cannot change orders.
Test it on your own questions.
SuperBot trains on your content, answers with citations and hands off to your team. The free plan includes 200 conversations a month, no card required.