Editorial review
This article is reviewed by the Yanitly editorial team for product accuracy, privacy and security claims, and integration references. Technical claims are kept aligned with official documentation or observed Yanitly product behavior.
Updated: 2026-10-18
When you look at an e-commerce brand's support queue, most messages come down to three questions: "Where is my order?", "Where is my parcel, what is the tracking number?", and "Has my return been approved?" During campaigns, sale weeks, and holidays, these three questions take up most of the team's day.
Automating them requires a careful balance. Shoppers expect fast answers about their parcels, but delivery addresses, recipient names, and invoice details are personal data and must not be shown to the wrong person. And if there is no order linked to that person, sending them an SMS code only to tell them "We could not find your order" is a frustrating experience. Yanitly's e-commerce live support automation solves this with a simple record check before verification and a handoff to a human when it is needed.
Good post-purchase automation updates shoppers with a recorded order quickly after safe verification, and connects shoppers whose order was placed under another name or channel straight to an agent instead of tiring them with an SMS code.
Many e-commerce bots start the same verification script whenever someone asks "Where is my parcel?", without any prior check:
In real life the shopper usually does have an order; it just does not match the current conversation profile:
Making someone who is chasing an order type a code and then telling them "You have no order" leaves them worried that their payment was lost.
Yanitly prevents this pointless code loop with a rule that runs on the server. It applies when a shopper asks about order status, shipment tracking, or return status.
If the conversation is on WhatsApp, Instagram DM, or Facebook Messenger, the channel's AI mode is fully automatic, the sender's identity is not yet verified, and no external store integration is answering this question for the business, the system first checks how many local orders are linked to that person. The check returns only a number; no personal details are revealed.
If the count is zero, Yanitly does not ask for an SMS code and does not tell the shopper that no record exists. Instead, it hands the conversation to an agent and sends the shopper one reassuring sentence: "I am connecting you with one of our representatives, who will help you right away." The agent can see why the conversation was handed over.
If one or more orders are linked to the person, or if the count cannot be read, the usual verification flow continues. Once identity is verified as required, for example with an SMS code, the assistant shares the order status, carrier, tracking number, and return stage.
If you run the channel in draft, FAQ only, or off mode, this rule does not send a handoff message on its own. The system always stays within the automation limits you have chosen.
Post-purchase support rests on two principles:
When the conversation is handed over, the agent does not have to question the shopper from scratch. The inbox shows the full conversation, the reason for the handoff, and the customer card together.
The agent asks which channel and name the order was placed under, searches by order number or recipient name, and shares the tracking link of the order found right in the chat. If the shopper's new contact details are added to the contact card, future questions match the record more easily.
Two short examples show how the rule works in practice.
A shopper with an order on file: The shopper writes on WhatsApp, "What is the status of the order I placed yesterday?" An order is linked to their number. The assistant verifies identity, shares that the order has shipped along with the tracking number, and sends the tracking link if the shopper wants it. The whole exchange takes a few messages.
A shopper whose order is under another name: The shopper writes on Instagram, "I ordered in my mother's name, where is the parcel?" No local order is linked to the Instagram account. The assistant does not ask for a code and does not say that no record exists; it connects the shopper to an agent, who finds the order by the mother's name or the order number and shares the tracking details.
In both cases the shopper avoids an unnecessary verification step, and personal data is never opened to an unverified account. This approach also balances the team's workload during gift seasons and marketplace peaks, because agents spend their time only on the conversations that truly need a person.
Retail brands rarely sell through a single channel. Alongside social commerce orders, Yanitly supports external store and marketplace connections:
To improve both customer satisfaction and team efficiency on order and return questions:
AI live chat for ecommerce teams: answer order, shipping, return, product and campaign questions faster while reducing cart hesitation.
Guides on visual product recognition, color-specific catalog image delivery, cash-on-delivery consent workflows, Click-to-WhatsApp ad funnels, and smart order/return verification across WhatsApp, Instagram DM, and Messenger.
Order records contain personal data such as a home address, recipient name, amounts, and purchased items. That is why, for questions coming from an unverified channel or a different number, addresses and personal order details are not shared without an SMS verification code.
Sending a code to someone who ordered under another name, through a marketplace, or with a different number wastes their time, because no record will be found even after verification. Yanitly first checks how many local orders are linked to the person and, if the count is zero, hands the conversation to an agent without asking for a code.
The assistant never uses a worrying phrase such as “no record was found.” The conversation is handed to an agent, and the shopper receives a single sentence saying they are being connected to a representative who will help right away; the agent sees the reason for the handoff.
Alongside native social commerce orders, Yanitly supports connections to Shopify, WooCommerce, ikas, Ticimax, Trendyol, and Hepsiburada. Which order fields can be read depends on the connection each platform provides, and marketplace questions are collected in the panel’s Marketplace Q&A screen.
