WISMO detection, decided by Shopify evidence
"Where is my order?" (WISMO) is not one question. It is eight different situations that need eight different answers, and the difference between them is a fact in your Shopify data, not a judgement call.
The scenarios CaseKit distinguishes
Each one produces a different reply, because each one needs a different next step from the customer.
Order placed, not yet fulfilled. No tracking exists, so the reply promises none.
Fulfilled with a tracking number but no carrier movement yet.
Carrier has the parcel and is moving it. The reply includes the tracking link.
Movement has stalled against expectation. The reply acknowledges it rather than repeating the tracking link.
On the vehicle today. The reply says so and sets expectations for the day.
Carrier reports delivery. The reply confirms it and offers a next step if it is missing.
Carrier says delivered, customer disagrees. The reply opens an investigation instead of arguing.
Carrier has flagged a problem such as an address issue or a failed attempt.
Why deterministic first
A wrong status is worse than a slow reply
Telling a customer their parcel is moving when it has not left the warehouse creates a second ticket and a trust problem. Deriving the scenario from fulfillment data removes that class of error entirely.
The same evidence always gives the same scenario
Two agents opening the same conversation see the same classification. That consistency is what makes shared macros and store tone worth configuring.
Questions about this feature
What does WISMO mean?
Does AI decide which scenario applies?
What happens when the evidence is incomplete?
Can I change the reply for a scenario?
Try it on your next customer email
Free plan: unlimited Shopify order lookups and 25 replies a month.