60% of customer support inquiries at e-commerce sites consist of a single sentence: "Where is my order?" Answering this question hundreds of times a day is both costly and keeps your team from truly important tasks. What if your customers could simply text their order number on WhatsApp and instantly learn their shipping status?

How Big Is the "Where Is My Order?" Problem?

Research shows that customer support request distribution for an e-commerce site looks like this:

  • 35% — Shipping tracking: "Where is my package?", "When will it arrive?"
  • 25% — Returns/exchanges: "How do I return this?", "How long is the exchange process?"
  • 20% — Product info: "Does this come in black?", "Size chart?"
  • 20% — Other: Payment issues, complaints, special requests

That means 80% of inquiries are standard and automatable. DoWaba handles exactly this 80%.

How Does WhatsApp Chatbot Shipping Tracking Work?

Once DoWaba's e-commerce integration is set up, the process works like this:

  1. Customer writes on WhatsApp: "Hi, what's the status of order #4821?"
  2. AI captures the order number: Automatically detects the order number in the message.
  3. Shipping API is queried: DoWaba calls the carrier's API in the background.
  4. Instant response: "Your order (#4821) is currently at the distribution center. Estimated delivery: Tomorrow 2:00–5:00 PM. Tracking link: [link]"

Proactive Notifications

DoWaba doesn't just answer questions — it proactively sends notifications to your customers:

  • When order is confirmed: "Your order has been received! Being prepared..."
  • When shipped: "Great news! Your order has been shipped. Tracking no: XYZ123"
  • Out for delivery: "Your order is arriving today! 🎉"
  • When delivered: "Your order has been delivered. Are you satisfied?"

Automate the Return Process Too

When a customer writes "I want to return this," the AI explains your return policy, asks for the reason, and instantly sends an easy return label (PDF or QR code) via WhatsApp. No human intervention needed.

By delegating the majority of your e-commerce customer support to DoWaba, your team can focus on what truly matters — VIP customers and complex complaints.