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Order tracking

Answer “where is my order?” in seconds, day or night

Carti looks the order up in Shopify and shows the shopper its status and tracking link right in the chat, so your team isn't pasting tracking numbers into replies.

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Free plan available. 14-day free trial on paid plans. Nothing to set up for order tracking.
The Carti chat showing order #1042 for an example coffee store: fulfilled, two items, a $65.00 total, an estimated delivery date and a UPS Track package link.

Can Carti track Shopify orders?

Yes. When a shopper asks where their order is, Carti opens a short secure form for the order number and the email used at checkout, checks both against Shopify, and shows the order with its status, items and the carrier's tracking link, plus a delivery estimate when Shopify has one. Shoppers who are logged in to your store skip the form.

What shoppers enter
Order number or Shopify confirmation code, then the checkout email
What they see
Status, items, totals, carrier and tracking link, plus a delivery estimate when Shopify has one
Where it comes from
Your Shopify orders, read at the moment the shopper asks
Setup
None. It works as soon as Carti is on your store

How it works for your shoppers

Three steps, and the shopper never leaves the page they were on.

1. They ask, in their own words

A shopper asks where their order is, and Carti answers with a Check order status button.
Any wording, in the shopper's language. Carti recognizes an order question and offers the lookup instead of asking for details in the chat.

2. Two quick fields

The order lookup form in the Carti chat, asking for the order number.
The order number (or Shopify's confirmation code), then the checkout email. Carti shows the order only when both match.

3. The order, live from Shopify

The order card for order #1042: fulfilled, items, totals, estimated delivery and a UPS Track package link.
Status, items and the tracking link, with a delivery estimate when Shopify has one. Carti answers follow-up questions from the same order.
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Why you can trust its answers

Private details stay out of the chat

Carti never asks for an email or order number in the conversation. The lookup is a separate form, and nothing shows unless the number and the email belong to the same order.

Answers come from the order

Status and tracking come straight from the order in Shopify. If it hasn't shipped yet, Carti says so and doesn't make up a date or a carrier.

Hard cases reach your team

For a cancellation, an address change or a missing package, Carti says what the order shows, then passes the whole chat to your team by email or as a Zendesk or Gorgias ticket. If you haven't switched on handoff, it shares your contact details instead.

Setup: nothing to write

  1. Install Carti from the Shopify App Store and pick a plan. The Free plan works.

  2. Switch on the Carti app embed in your theme editor and click Save. Order tracking works from that moment.

  3. Keep adding tracking numbers when you fulfill orders, as you do today, because that's what Carti shows shoppers.

Common questions

Does a shopper need an account to track an order?

No. Guests use their order number and the email they checked out with. Shoppers who are logged in to your store skip the form, and Carti answers straight away.

What happens if the order number and email don't match?

Carti shows “Order not found” and asks the shopper to double-check both, or to contact your team. It never reveals whether that order number exists under a different email.

Can shoppers use the confirmation code instead of the order number?

Yes. Shopify's confirmation code, the short code on the order status page, works in the same field. Carti checks it against the checkout email the same way it checks an order number.

Which carriers does it work with?

Any carrier whose tracking you add in Shopify. Carti shows the carrier name and the tracking link saved on each fulfillment, with a row for every package in the order.

What if a shopper wants to cancel or change an order?

Carti tells the shopper what the order shows, then passes the chat to your team by email or as a Zendesk or Gorgias ticket, so someone can make the change in Shopify.

Does it work in other languages?

Yes. Carti replies in the shopper's language, with more than 90 languages supported. The order details themselves come straight from Shopify.

Stop answering “where is my order?” by hand

Carti handles order questions around the clock and spends the rest of its time selling.

Schedule Demo

14-day free trial