Where is my order? Answered. Automatically.
You sent the order confirmation. The dispatch SMS. The tracking email. The “out for delivery” push. They still ask. Coax answers - across every channel, on every order type - so your team can stop re-typing tracking numbers.
Built into Coax AI Voice Agents and the AI Assistant. Live in 15-45 minutes.
Connects with the tools you already use
Outlook
ShopifyOutlookShopifyOutlookShopifyThe WISMO Tax
Customers ask. Even when you've already told them.
Industry research consistently puts “Where Is My Order?” as the single highest-volume support contact reason for retailers and ecommerce - somewhere between 30% and 50% of all support tickets, depending on who's counting. You can pour money into tracking emails, SMS notifications and self-service portals. The asks keep coming. Here's why.
Asking is faster than searching
Finding the SMS, opening the email, tapping the link, decoding the courier's status code... or, type "where's my order" and hit send. Guess which one wins.
They didn't see the update
Marketing-style emails get filtered. SMS gets buried. Notifications get cleared without reading. Your perfect tracking flow is invisible to half your customers.
The status changed - they want a human
"Out for delivery" turned into "delivery attempted" and now the customer is anxious. Tracking pages can't reassure them. Your team can. Your AI can do it instantly.
They expect Amazon
Same-day delivery, push tracking, real-time location pins. Customers don't run a separate mental model for you. The bar is set globally. You inherit it whether you like it or not.
It's a complex order
Pre-order. Back-order. Half shipped, half waiting. Custom build with a 6-week ETA. The standard tracking email can't explain it. The customer needs a real answer.
The Amazon Effect
You're not Amazon. They expect you are.
You don't do same-day delivery. You don't have 175 fulfilment centres. You can't show a live driver pin moving down their street. None of that matters. The customer's expectations were set the last time they ordered something on Amazon - and it's now the floor for your business too.
You can't out-Amazon Amazon on logistics. You can out-Amazon Amazon on answering the question. And that's the opening. Customers don't actually want a parcel pin - they want certainty. Coax gives them that, in seconds, on whichever channel they reached for.
The Real Win
Speed of answer beats speed of delivery.
Customers tolerate a 5-day delivery if they get a 3-second answer when they ask about it. They will not tolerate a 1-day delivery wrapped in a 24-hour email reply.
Stop competing with Amazon's warehouses. Compete with Amazon's status page.
How It Works
Connect your store. Coax does the rest.
No scripts to maintain. No FAQ trees to keep current. Coax reads live order data and answers in plain English (or your tone of voice, if you set one).
1. Connect your store
Plug in Shopify, Neto, WooCommerce, or any platform on our integrations list. Coax mirrors your live order state.
2. Customer asks - on any channel
Phone, SMS, email, chat, WhatsApp, DM. Coax pulls the order, decodes the courier's status, and answers in seconds with the next milestone and a realistic ETA.
3. Humans handle the edge cases
Lost parcels, refunds, complaints, anything that smells off - Coax escalates with full context so your human team picks it up already up to speed.
Live in 15-45 minutes.
Connect your store, connect a phone number or reply-to address, ship the FAQ. The first WISMO Coax answers usually lands the same morning you set it up.
Beyond Standard Tracking
Pre-order. Back-order. Half-shipped. Coax handles all of it.
Standard tracking emails fall apart the moment an order isn't a vanilla one-item-one-parcel shipment. That's where most of your hardest WISMO questions actually come from. Coax handles every flavour.
Pre-orders
"Yes, your iPhone 17 Pro Max is locked in for the October drop. We'll charge and ship the day stock lands - I'll ping you the second it goes out." Real ETAs, real stock data, no fake promises.
Back-orders
Out of stock items get the truth: current restock ETA, supplier status, position in the queue, and the option to swap to an in-stock alternative. Without a human picking up.
Partial shipments
Order has 3 items? Items 1 and 3 already shipped, item 2 ships from a different warehouse on Friday. Your AI explains exactly what's where, with separate tracking for each parcel.
Custom & made-to-order
Couches in production, kitchens being built, lithium batteries cut to size. Coax reads the production stage from your system and gives an honest, current ETA - not a generic "shipping soon".
Every Channel
WISMO comes in everywhere. So Coax answers everywhere.
Your customers don't pick channels rationally. They pick the one open in their hand. Coax answers from a single brain, so the answer's identical whether they call, text, email or DM.
Phone
AI voice agents pick up on the first ring, look up the order, and read the live status back to the caller.
Learn more →SMS
Reply to a tracking SMS and Coax answers in the same thread - no separate help portal, no extra app.
Learn more →Auto-replies pull live order status from your store and answer the customer in the email thread they started.
Learn more →WhatsApp's the where-is-my-order channel of choice for many customers. Coax answers there too.
Learn more →Web chat
On-site widget answers from order data, not from a scripted FAQ that can't see the customer's order.
Learn more →Social DMs
Instagram and Facebook DMs are the new ticket queue. Coax answers WISMO before it becomes a public review.
Learn more →What You Get
Out of the box. No prompt-engineering required.
Connect, configure, ship. The list below is what every Coax customer gets without writing a single AI prompt.
- Live order lookup against your commerce or fulfilment system - no stale data
- Same answer across phone, SMS, email, web chat, WhatsApp and DMs
- Pre-order, back-order, partial shipment and custom-build aware
- Reads carrier tracking, ETA and delivery exception codes in plain English
- Hands off to a human the moment something needs human judgment - lost parcels, refunds, complaints
- Logs every WISMO interaction so you can see the volume you used to absorb manually
- Sounds like you - your tone, your wording, your brand voice
FAQ
Common questions about WISMO automation.
What does WISMO mean?
WISMO stands for “Where Is My Order?” - the single most common contact reason for ecommerce, retail and any business that ships, delivers or dispatches. It can come in by phone, SMS, email, chat, social DMs or WhatsApp.
Why do customers ask WISMO even after I send tracking updates?
Because asking is faster than searching. Even with a stage-by-stage SMS and a tracking email, customers expect Amazon-grade instant answers. Looking up the email, finding the link and decoding the courier's status takes more effort than just asking you - so they ask.
How does Coax answer WISMO automatically?
Coax connects to your commerce or fulfilment system, looks up the order in real time and answers across whichever channel the customer used - voice on the phone, text on SMS or WhatsApp, and message in chat or email. No agent involvement for routine status checks.
Does it handle pre-orders and back-orders?
Yes. Coax reads the order state - pre-order, back-order, partial shipment, awaiting stock, in production, ready for pickup - and gives the customer the exact next step plus an honest ETA based on your data.
What channels does Coax cover?
Phone (with AI voice agents), SMS, email, web chat, social DMs, WhatsApp and Google Business Messages. The same answer, using the same data, on every channel.
Which commerce and fulfilment platforms does it connect to?
Shopify, Neto, WooCommerce, BigCommerce, Magento, Wix, Squarespace, Salesforce Commerce Cloud, OpenCart, PrestaShop, plus 800+ accounting, CRM and 3PL integrations. Custom databases connect via API.
How fast is the response?
Sub-second on text channels and conversational on voice. Customers don't wait on hold and your team doesn't waste another ticket on a status lookup.
Stop spending labour on “where's my order?”
Plug in your store, point a number or reply-to at Coax, and let WISMO answer itself. Your team gets their afternoons back.
WISMO is just one job your AI can do.
Coax can also create orders, raise Xero invoices, reconcile payments, and follow up silent customers - see the full AI Assistant capability list.
See what else Coax has to offer here →
This page explains WISMO - “Where Is My Order?” - and how Coax answers it automatically across phone, SMS, email, web chat, WhatsApp and social DMs. WISMO is the single highest-volume contact reason in ecommerce and retail, often cited as 30-50% of all support tickets. Standard stage-by-stage tracking emails and SMS updates do not stop the asks because asking is faster than searching, customers miss notifications, and the bar has been set by Amazon-style instant order tracking. Coax connects to Shopify, Neto, WooCommerce, BigCommerce, Magento and 800+ other commerce, fulfilment, CRM and 3PL platforms, reads live order state, and gives an honest answer for standard deliveries, pre-orders, back-orders, partial shipments and custom-built or made-to-order items. Setup is 15-45 minutes. Designed for Australian retailers, ecommerce stores and any business that ships or dispatches. Visitors should try Coax free or speak to the team via the CTA on the page.