Why WISMO requests happen
- The shipping confirmation was missed or went to spam.
- The order has no tracking number, or tracking hasn't updated.
- The delivery estimate at checkout was optimistic.
- The carrier reports a delay or delivery problem.
Most of these messages come from a gap in information. The shopper can't find an update, doesn't understand it, or thinks the order should have arrived by now.
How to reduce WISMO requests
- Give a realistic delivery estimate before checkout.
- Send clear updates when an order ships and when it's delayed.
- Add tracking numbers to every shipment you can.
- Make tracking easy to find from your help page and footer.
- Tell customers early when something goes wrong.
How to answer them faster
Because the answer usually lives in your order data, WISMO is a good first job for automation. Before sharing details, verify the person asking owns the order, because an order number alone can be guessed or shared.
Counter answers these in your store's chat. Shoppers confirm a code sent to their order email, and the assistant reads the live order. If tracking doesn't answer the question, it hands off to your team.
FAQ
Common questions.
What does WISMO stand for?
- "Where is my order." It describes messages from shoppers asking about the status of a delivery.
What is a WISMO call?
- A phone call to a store's support team asking where an order is. Teams use WISMO for the same question by email or chat too.
Should I automate WISMO replies?
- It's often a good place to start, since the answer usually comes from order data. Verify the shopper first, and hand off when tracking doesn't answer the question.