CASEKIT
Solution

Turn WISMO emails into ready answers

"Where is my order?" (WISMO) is usually the biggest ticket category in an ecommerce inbox and the most repetitive to answer. The work is not writing — it is checking, every time, what is actually true for that one order.

Add CaseKit to ChromeHow WISMO detection works
CaseKit showing order #10611 out for delivery today with DPD, and the matching reply

Why a WISMO macro library is not enough

Templates solve the writing. They do not solve the checking, which is where the time and the errors are.

With a macro library
  1. Read the email
  2. Open Shopify and find the order
  3. Work out which of eight situations this is
  4. Pick the matching macro
  5. Fill in the order number and tracking by hand
  6. Hope you picked the right macro

The lookup and the judgement are still manual.

With CaseKit
  1. Read the email, order already resolved
  2. Scenario already selected from fulfillment data
  3. Order number and tracking already filled in
  4. Review and insert

The checking is done before you start typing.

The expensive WISMO mistakes

Each of these generates a second email, and the second email is always harder than the first.

Saying "it shipped" when it did not

Picking the shipped macro on an unfulfilled order. The customer checks tracking, finds nothing, and writes back annoyed.

Pasting last customer's tracking number

Copy-paste between tabs is where this happens. CaseKit takes the tracking number from the resolved order instead.

Resending the same tracking link

On a stalled shipment this reads as not having looked. The delayed scenario exists precisely to avoid it.

Inventing a delivery date

If Shopify has no estimate, no date appears in the reply. A guessed date becomes a promise you did not mean to make.

Arguing with a delivery scan

"The carrier says delivered" is not an answer. The DNR scenario opens an investigation instead.

Answering in the wrong language

Detected from the customer's message across EN, FR, ES, DE and IT, on every plan.

WISMO reply templates

Free copy-paste libraries, useful whether or not you install anything.

8 WISMO replies by scenario

Not shipped, shipped, delayed, delivered, RTS, customs, preorder and lost packages.

Delivered but not received

The workflow and wording for the hardest shipping ticket to answer well.

Reduce WISMO before it starts

Proactive shipping communication that prevents the email being sent at all.

Common questions

What does WISMO stand for?
"Where is my order?" It is the shorthand for order-status questions, which are usually the single largest ticket category in an ecommerce inbox.
Does CaseKit reduce how many WISMO emails I get?
No. It makes each one faster and more accurate to answer. Reducing the volume itself is a shipping and proactive-notification problem, which the guides cover separately.
How does it handle a delayed shipment?
Delayed is treated as its own scenario. The reply acknowledges that movement has stalled rather than repeating the tracking link, because sending the same link back is what generates a third email.
What about delivered but not received?
That is a distinct scenario with its own reply, which opens an investigation and asks the questions a carrier claim needs, instead of telling the customer the parcel arrived.
Can I use my own WISMO wording?
On Pro you set store tone and policy snippets that shape how each scenario reads, and share macros across the team.

Try CaseKit on your next support email

Free plan: unlimited Shopify order lookups and 25 replies a month. Nothing to migrate.

Add CaseKit to ChromeSee how it works