A practical checklist to deflect “where is my order” tickets before they hit your inbox: notifications, tracking UX, and automated replies.
The goal
WISMO (“Where is my order?”) is a volume problem — not a hard problem. The best teams solve it with proactive updates, clean tracking UX, and a consistent automation layer.
Checklist
- Send “shipped” emails only when tracking is live (or explain the delay).
- Put tracking links in every order email + account page.
- Handle stalled tracking with a clear “what happens next” message.
- Auto-answer WISMO emails with order + tracking context.
- Escalate exceptions (lost/damaged/misdelivered) to a human fast.