Want to know exactly what your customers will see when they ask your chatbot about their order? This article is a complete reference of all the texts displayed by Smartsupp's Shoptet order-status chatbot — for logged-in customers, anonymous visitors, and edge cases like incorrect inputs or integration outages.
💡 Availability: This chatbot is available only for Shoptet users with the Smartsupp Shoptet addon installed. The chatbot feature itself requires SOLO, PLUS, or EXPERT. (Legacy: STANDARD, PRO) See Chatbot for order status (only for Shoptet) for setup instructions.
⚠️ Note: You can edit the texts of the 4 basic order statuses and your custom statuses according to your needs — see the setup article. However, other chatbot texts cannot be edited. You can view the entire chatbot interaction below.
We've split this article into five sections:
Texts for logged-in customers
This is what the chatbot response looks like if a customer is logged in to your store:
Check order status
The chatbot will display the last 6 orders. After a customer clicks on the order they are looking for, the chatbot will show them the corresponding order status.
I cannot see my order This text will be displayed if the chat box is online: Couldn't see your order? Wait a moment, we'll check it and get back to you right here on the chat. 😉 This text will be displayed if the chat box is offline: Couldn't see your order? We'll check it and get back to you as soon as possible via email {email}. 😉
This text will be displayed if the chat box is online: Couldn't see your order? Wait a moment, we'll check it and get back to you right here on the chat. 😉
Couldn't see your order? Wait a moment, we'll check it and get back to you right here on the chat. 😉
This text will be displayed if the chat box is offline: Couldn't see your order? We'll check it and get back to you as soon as possible via email {email}. 😉
Couldn't see your order? We'll check it and get back to you as soon as possible via email {email}. 😉
The conversation with the agent will be opened.
Texts by order status
Shoptet offers 4 basic order statuses: Unserved, Pending, Served, and Canceled. Below is the chatbot reply for each, plus a section for your custom statuses.
Unserved
Your order No. {number of the selected order} has been received. ✅ Soon, we'll pack it and prepare it for shipment.
Once it is on its way to you, we'll send your detailed info with everything you need to know about your delivery. 🙂 Thank you, that's all ✔️ (redirects the customer to the beginning of the chatbot) I have one more question. ➕ (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Thank you, that's all ✔️ (redirects the customer to the beginning of the chatbot)
I have one more question. ➕ (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂
This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Check another order (takes customer one step back)
Pending
We're working on it. 😉 Your order No. {number of the selected order} is being carefully prepared. As soon as it's on its way to you, we'll send you all the details about your delivery. 🙂 Thank you, that's all ✔️ (redirects the customer to the beginning of the chatbot) I have one more question. ➕ (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Thank you, that's all ✔️ (redirects the customer to the beginning of the chatbot)
I have one more question. ➕ (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂
This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Check another order (takes customer one step back)
Served
Carefully packed and ready for shipment, your order # {number} is on its way! 🚚 💨
Shipping method: {shipping} Payment method: {payment}
You can track the package here. Thank you, that's all ✔️ (redirects the customer to the beginning of the chatbot) I have one more question. ➕ (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Thank you, that's all ✔️ (redirects the customer to the beginning of the chatbot)
I have one more question. ➕ (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂
This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Check another order (takes customer one step back)
Canceled
Order No. {number} has been canceled ⛔ and we haven't shipped it.
If you've changed your mind, just open our product page and re-order. Thank you, that's all ✔️ (redirects the customer to the beginning of the chatbot) I have one more question. ➕ (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Thank you, that's all ✔️ (redirects the customer to the beginning of the chatbot)
I have one more question. ➕ (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂
This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Check another order (takes customer one step back)
Custom order status
If you've created a custom order status in Shoptet, you need to create a text for it. Instructions on how to do this are in the setup article.
Texts for unlogged customers
If the customer does not have an account in your e-shop or is not logged in, the chatbot displays the following:
Check order status To view the status of your order, please enter either your email address or order number in the text field below.
To view the status of your order, please enter either your email address or order number in the text field below.
The visitor selects the order number
Great. 🙂 Now, please type your order number in the text field below.
The customer enters the order number, then they'll see a reply according to the status of their order. See Texts by order status.
The visitor selects the e-mail
Great. 🙂 Now, please type your email address that you've used to create the order in the text field below.
The customer enters their email address, then they'll see a reply according to the status of their order. See Texts by order status.
If a customer enters an incorrect email or order number
The chatbot reacts as follows:
This order could not be found. Please check if there isn't any typo in the number. Then try again. 😉
The customer can try to enter the order number again. If the system is still unable to track the order, the following message appears:
Not even for the second time, the order could not be found. 😔 But don't worry — click the 'Contact Support' button and we'll be happy to help. You can also try entering your email address or your order number. Which one do you know? (The customer can choose to search by email or order number again — then the text and process described above will be repeated.) Contact Support (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Contact Support (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂
This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
This order could not be found. Please check if there isn't any typo in the email address. Then try again. 😉
The customer can try to enter the email address again. If the system is still unable to track the order, the following message appears:
Not even for the second time, the order could not be found. 😔 But don't worry — click the 'Contact Support' button and we'll be happy to help. You can also try entering your email address or your order number. Which one do you know? (The customer can choose to search by email or order number again — then the text and process described above will be repeated.) Contact Support (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Contact Support (activates the text field) This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂 This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
This text will be displayed if the chat box is online: Let us know what you'd like to know and we'll get back to you right here on the chat in a moment. 🙂
This text will be displayed if the chat box is offline: We'll check what could be the problem and get back to you as soon as possible via email {email}. 🙂
Here is an animation of what entering an incorrect email or order number looks like:
Integration outage
If the customer clicks the "Check order status" button but there's an issue with the integration, the chatbot displays the following text:
Due to an error, it's not possible to verify the order status automatically right now. 😵 We are already working on a fix, in the meantime you can send us a message here in the chat and we'll help you check the order status in a moment. 😉
The text field will be activated.
What's next?
Chatbot for order status (only for Shoptet) — full setup guide for the order-status chatbot, including text editing.
Chatbot — full overview of how chatbots work and how to create one.
Chatbot actions — see all the actions a chatbot can perform.
Chatbot conditions — control when, where, and to whom the bot appears.
Chatbot handover features — pass conversations to a live agent when needed.
Chatbot insights — measure how your chatbot performs.
💡 Need more help? Contact our support team — we'll be happy to help!