How to answer “where is my order?” calls, and how to get fewer of them
Sado AI team · · 4 min read
In short
Answer a “where is my order?” call in four steps: find the order by number or phone, state the status in plain words, give the real date, not a guess, and if it’s late, apologise and give the new date and next step. With no data, don’t invent anything: say a manager will call back. To get fewer such calls, give an exact day at ordering, send a message on dispatch and announce delays before customers ask. An AI operator can answer from the shop’s data in Uzbek and Russian.
Why customers call asking where their order is
- No message arrived after they ordered.
- The promised day passed and nothing came.
- The courier didn’t call or didn’t come.
- It was shipped to the regions, but nobody knows where it is.
- They paid, but got no order confirmation.
In every case the customer wants one thing: a clear answer. “It’ll be there soon” doesn’t calm them; it gives them a reason to call again tomorrow.
How to build the answer: four steps
- Find the order by its number or the phone used to place it.
- State the status in plain words: “being packed”, “with the courier”, “shipped to Namangan”.
- Give the real date. If you don’t know it, don’t guess: “We’ll check and call you back within the hour.”
- If it’s late: apologise, give the reason briefly, then the new date and the next step, meaning who calls and when.
A phrase for each status
| Status | What to say on the phone |
|---|---|
| Received, not packed yet | “Your order is in, it’ll be packed today and leave tomorrow.” |
| With the courier | “It’s with the courier today; they’ll call you before setting off.” |
| Shipped to the regions | “It’s with the delivery service and should arrive on Wednesday.” |
| Delayed | “Sorry, it’s a day late. The new date is Friday. We’ll update you again on Thursday evening.” |
| No data | “I can’t say for sure right now. Our manager will call you within the hour.” |
Sample: a delayed order to the regions
Caller: Hello, I ordered nuts from you. They were due yesterday and still haven’t come.
Sado: Va alaykum assalom, Mevazor, Malika speaking. Sorry about that, let me check. What’s the order number?
Caller: 2093.
Sado: Found it, it was shipped to Namangan. It’s a day late on the road and will arrive tomorrow, Thursday.
Caller: Definitely tomorrow? I have guests coming.
Sado: The delivery service confirms tomorrow. The courier will call you before setting off. If it hasn’t arrived by lunchtime, our manager will call you.
Caller: All right, I’ll wait.
Sado: Sorry for the trouble. If anything comes up, call this number.
How to get fewer of these calls
- When confirming an order, give the exact day and time window: order confirmation calls.
- On dispatch, send a message: when, who delivers, and a tracking number for the regions.
- Have the courier call the customer before setting off.
- Announce delays yourself, before the customer calls: they’re your customer, and you may call them about their order.
- Track one number: “where is my order” calls ÷ orders shipped. For example, 90 such calls for 500 orders a week is 18%. These numbers are only an example.
Handing order questions to an AI operator
Sado answers incoming calls day and night with no queue and gives the order status from data the shop provides. Without data, it never guesses: it takes the order number, says a manager will call back and creates a task. Our team sets up with you how that data is passed on.
Upload a list of delayed orders as an Excel file in Auto-calls, and the operator calls those customers itself to give the new date. You can ask the portal’s assistant, Yordamchi, “how many customers asked about their order today?” More: AI operator for delivery services, AI operator for online stores. Try it live or call 78 778 01 23.
Questions
Where does the AI operator get the order status from?
Only from data the shop provides. Without it, the operator never guesses: it takes the order number, creates a task for a manager and tells the customer they’ll get a call back.
Should we tell customers about delays in advance?
Yes. If you give the new date before the customer calls, they worry less and you get fewer calls.
How much do these calls cost?
Sado charges only for talked minutes: 800 so‘m a minute, no monthly fee. For example, 50 one-minute calls a day: 50 × 800 = 40,000 so‘m.