SERVICES · RELAY MODULES
WISMO automation: tell customers where their order is before they ask
WISMO Breaker sends shipping and delay updates before customers ask, answers order-status questions with live tracking and passes anything unusual to a person.
Order-status tickets per 100 orders
Weeks 1 to 6 · proactive updates switched on in week 4
WISMO automation answers "where is my order?" before the customer asks, and answers it accurately when they do. WISMO Breaker (RELAY-06) builds this in your own helpdesk and store for Amazon, Walmart and Shopify orders: proactive shipping and delay updates, order-status replies with live tracking and escalation rules that send every exception to a person. It is a standard Relay Module at $750.
Why order-status questions are worth automating
The answer to "where is my order?" is almost always in carrier data you already have, so typing it out by hand is the slowest and most expensive way to give it. The question itself is predictable. It arrives when tracking has not moved for a few days, when a delivery date slips or when nobody has told the customer anything since checkout.
The market figures, kept apart from your numbers:
- "Where is my order?" requests averaged 18% of incoming support requests (vendor estimate: Gorgias data, as published by eCommerce Fastlane, May 23, 2023).
- An average live-channel contact (phone, chat or email) cost $8.01, against $0.10 for self-service (Gartner, Sep 2019).
- Walmart expects sellers to respond to 95% or more of customer messages within 48 hours (Walmart Marketplace Learn, Jul 28, 2026).
To price your own, multiply orders a year by support tickets per order, by the share that are order-status questions, by your cost per ticket. Then track your WISMO rate: order-status tickets divided by orders shipped, each week. For the full diagnosis, see where-is-my-order tickets.
The three layers WISMO Breaker builds
- 01Proactive updates.
Shipped, out for delivery, delivered and exception messages for Shopify orders, built on Shopify's own shipping notifications (which you can switch on or off in the admin) and Shopify Flow triggers such as "Fulfillment event created" and "Fulfillment order placed on hold". Amazon and Walmart send their own order notifications to buyers; we add nothing that breaks their messaging rules.
- 02Order-status replies.
An incoming question in your helpdesk is matched to its order, and a reply is drafted with the carrier's tracking link and the carrier's date. On Amazon and Walmart, replies go only through each marketplace's own messaging tools.
- 03Escalation.
Anything outside the templates goes to a named person with the order, the tracking and the message history attached.
A fourth check runs behind them: the delivery promise check. The date shown at checkout is compared with your real handling time plus carrier time, and gaps are flagged for you to fix. A promise you cannot keep creates the ticket before the parcel has left the building.
WISMO automation on Amazon, Walmart and Shopify: what it connects to
- Shopify:
orders and fulfillments, shipping notifications and Shopify Flow, which is free on the Basic, Grow, Advanced and Plus plans.
- Amazon:
order status through the SP-API Orders API and ORDER_CHANGE notifications; FULFILLMENT_ORDER_STATUS notifications for Multi-Channel Fulfillment orders. Amazon's Messaging API only sends set message types tied to an order, such as notice of an unexpected problem, so free-text replies go through Amazon's Buyer-Seller Messaging under your account.
- Walmart:
order and shipment status through the Orders Management APIs and order management event notifications; replies through Walmart's own customer contact channel in Seller Center.
- Your helpdesk,
the one you already use. We build inside it.
- Carrier tracking
from your shipping app or 3PL, and your 3PL's shipment confirmations, often sent as EDI 945 shipping advice.
We do not run phone lines. If you take calls, your team gets the same scripts the automation uses, so the answer is the same on every channel.
Exception triggers and who handles them
| Trigger | What the customer gets | Who handles it |
|---|---|---|
| Label created, no carrier scan after the number of business days you set | A short note that the order is packed and waiting for the carrier | A person checks with your 3PL or warehouse |
| In transit past the promised date | A delay notice with the carrier's new estimate | Automated; a person reviews once it is several days late |
| Marked delivered, customer says not received | No automated reply | A person, following your claim policy |
| Returned to sender or address problem | A request to confirm the address | A person |
| Not shipped within your handling time | A notice to the customer and an alert to your ops lead | A person |
| Customer asks a second time | Escalated, never a repeated template | A person |
Repeated "label created, no scan" exceptions from one warehouse are a 3PL problem, not a support problem. 3PL Audit tracks them on the warehouse's scorecard.
What the automation will never do
Your chatbot's promise is your promise, so the automation only says what the carrier data supports.
- It never promises a delivery date the carrier has not given.
- It never offers refunds, credits or reshipments. Those follow your written policy, and a person decides.
- It never answers complaints, safety questions or disputes.
- It always shows the order number and the tracking link.
- It follows each marketplace's messaging rules.
How we design these limits across all automation is on AI orchestration with guardrails.
How the build runs and how you accept it
Week 1 is the spec: reply templates in your voice, triggers, thresholds and escalation owners. Weeks 1 to 3 are the build, and the drafts are tested against a set of your recent real order-status tickets. Weeks 3 to 4 run acceptance.
The acceptance tests in a typical WISMO Breaker spec:
- Each trigger fires on a test order.
- Every reply carries the order number, the tracking link and the carrier's date.
- No reply leaves the approved templates.
- Every exception reaches a named person.
- Marketplace replies go only through marketplace tools.
- The weekly report runs.
What you see each week
A short weekly report: order-status tickets per 100 orders, the share answered from templates, first response time and exceptions by cause (carrier, warehouse, address). We report these numbers. We do not promise a ticket reduction.
Price, timing and what you own
WISMO Breaker is a standard module: $750, built in 1 to 4 weeks. You pay 50% at the start and 50% at acceptance; anything that fails acceptance is fixed free for 60 days. Module Care is included on any monthly plan, or 10% of the build cost a year otherwise. If you want our team to answer customers every day, support is included in Ops Desk Growth at $2,499 a month; see order and customer operations. Full terms are on pricing.
Founding offer: 20% off the module build, plus 20% off monthly plans for the first 6 months, for our first 25 clients or until Jan 31, 2027, whichever comes first.
Templates, rules and reports live in your helpdesk and store. Named user access with multi-factor authentication. Never your owner password. No bank, payout or legal-entity permissions. Returns questions are a separate flow, built by Returns Relay. For Shopify-only automation, see Shopify automation; all ten modules are on the Relay Modules hub.
How much does WISMO Breaker cost?
It is a one-time $750 build, done in 1 to 4 weeks inside the helpdesk and store you already use. If you also want our team answering customers every day, support is included in Ops Desk Growth at $2,499 a month. Helpdesk and app subscriptions stay in your name and are paid by you directly.
Will an AI bot answer our customers?
It drafts order-status replies from carrier data and sends only approved templates. Complaints, refunds, disputes and anything it cannot match to an order go to a person. Every automated reply is logged, so you can read exactly what each customer was told.
Does it work for Amazon and Walmart orders?
Yes, within each marketplace's rules. Order status comes from each marketplace's order data, and replies go only through their own messaging tools. On Amazon, the outbound messages allowed through the API are limited to set types, so free-text replies stay in Buyer-Seller Messaging.
Which helpdesk do we need?
The one you already use. We build inside it rather than adding another tool, so your team keeps one inbox and one history per customer. If you do not have one yet, we will recommend options in writing and you subscribe directly; we do not resell software.
Can it promise delivery dates?
Only the date the carrier gives. It never invents one, and if the carrier has no date, the reply says so and gives the tracking link. The delivery promise check also compares your checkout promise with real handling and carrier times, so you can fix a promise that is creating tickets before the order ships.
How do we know it is working?
A weekly report shows order-status tickets per 100 orders, the share answered from templates, first response time and exceptions by cause. You see the trend from the week it goes live, set against the weeks before it. If a cause keeps repeating, such as one warehouse missing carrier pickups, the report names it.
A free Profit Leak Scan includes an operations load section that estimates the hours your team spends on repeat questions each week.
Ecomrelays LLC is a Texas company. Part of our team works outside the US, as one managed team with a named US-facing lead. 597 Mountcastle Dr, Rockwall, TX 75087. +1 (469) 331-3129.
Sources9 sources
- 01ecommercefastlane.comwhere-is-my-order requests averaged 18% of incoming requests, Gorgias data; published May 23, 2023; vendor estimate; checked Oct 20, 2026Vendor
- 02gartner.comlive channels $8.01 per contact, self-service $0.10; Sep 25, 2019; checked Oct 20, 2026Primary
- 03marketplacelearn.walmart.comseller response rate 95% or above; updated Jul 28, 2026; checked Oct 20, 2026Primary
- 04changelog.shopify.comShopify shipment out-for-delivery and delivered notifications can be turned off in the admin; Sep 16, 2019; checked Oct 20, 2026Primary
- 05help.shopify.comShopify Flow triggers incl. Fulfillment event created, Order fulfilled, Fulfillment order placed on hold; checked Oct 20, 2026Primary
- 06help.shopify.comShopify Flow is free on Basic, Grow, Advanced and Plus; checked Oct 20, 2026Primary
- 07developer-docs.amazon.comMessaging API operations limited to set message types per order, e.g. createUnexpectedProblem; checked Oct 20, 2026Primary
- 08developer-docs.amazon.comORDER_CHANGE and FULFILLMENT_ORDER_STATUS notifications; checked Oct 20, 2026Primary
- 09developer.walmart.comWalmart Orders Management APIs and order management event notifications; checked Oct 20, 2026Primary
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