Want to cut down on "where's my order?" tickets? Smartsupp's Shoptet order-status chatbot automatically answers your customers' order-status questions — pulling live data straight from Shoptet, no manual lookup needed.

We've split this article into seven sections:

From our customers' experience and feedback, we know that "where's my order?" is one of the most frequent questions e-shop support teams get. Answering each one manually costs time and energy — and customers often have to wait for a reply. The order-status chatbot solves this by giving customers instant, accurate answers 24/7 — even when your team is offline.

The Shoptet order-status chatbot is a pre-designed chatbot that responds to customer questions about order status with information pulled directly from your Shoptet store via API.

Shoptet offers 4 basic order statuses:

More information about specific order statuses can be found directly on the Shoptet website.

If you've created a custom order status in Shoptet, you need to create a text for it. Instructions are in the Edit or create texts section.

When a visitor clicks the Check Order Status button, the chatbot reacts as follows:

If the visitor is logged into their account on your store, the chatbot automatically displays a list of their orders and the corresponding status for each.

If customers can't find the order they're looking for, they can click the I cannot see my order button — this opens a conversation with a live agent.

If the customer is not logged in to your store, the chatbot asks them to provide the order number or email address used to place the order.

If the customer enters an incorrect email or order number twice in a row, the chatbot offers them the option to contact your support team directly.

This feature is available only for Shoptet users with the Smartsupp+ Shoptet add-on.

You can set it up in the Chatbot tab direktly in your account. Either create a new chatbot or open an existing one.

Click Add reply button (1) and select Check order status (2).

All order statuses defined in Shoptet are automatically imported into the chatbot. You can edit each one to match your brand voice — or create text for custom statuses.

At the top of the panel you'll see the 4 basic order statuses, and below them all your custom statuses.

When you edit or update the texts, don't forget to include variables (e.g. order number, shipment number) that pull real data from Shoptet:

The text with variables will look like this:

Carefully packed and ready for shipment, your order # #order_number# is on its way! 🚚 💨

Shipping method: #shipping_name#

Payment method: #payment_name#

Now you can just look forward to receiving your package.

If there's a problem with the connection between Smartsupp and Shoptet, the chatbot behaves as follows:

1. The chatbot displays an error message instead of the order list.

2. A visitor who has already started interacting with the chatbot will receive a response that there's been a system error — and a text area appears so they can send you a message via the chat box.

However, if the visitor refreshes the page (e.g. navigates to another page), the entire chat box disappears from the website and the connection drops.

To get the most out of this feature, it's important to set it up correctly. Here are two tips to combine it with our other features:

When you deactivate the text area in the chat box, only the chatbot is displayed to your customers. This motivates them to check the chatbot first and find answers without contacting your team.

If customers don't find what they need, they can still contact support by clicking the Contact Support button in the chatbot — see Chatbot texts for details.

If you have an active chatbot along with the inactive text area, no other automatic messages or chatbots will load once the chatbot is launched. If you want multiple active chatbots and automatic messages to load sequentially (e.g. by URL), it's necessary to leave the text area active.

When using this feature, only the "We are busy" and "We are offline" automatic messages are sent to the visitor after they write and send a message on the chat.