// what it does
- 01Find new order questions. Search the support inbox for unanswered messages without the handled label from the last 3 days. Keep those that ask about an order's status, delivery, or tracking. Leave everything else for a person.
- 02Identify the order. Use an order number in the message if there is one; otherwise look up the sender's email in Shopify and take their most recent orders. If more than one order could be meant, or none is found, write a reply asking for the order number instead.
- 03Read the facts. Get the order's status, fulfillment status, tracking company, tracking number and link, and the fulfillment dates from Shopify.
- 04Draft the reply. Answer in the store's voice with the order number, what has shipped, the carrier and tracking link, and what happens next. If the order is unfulfilled or late, say so plainly and say a person will follow up.
- 05[Approval gate] Review each drafted reply and its recipient before anything is sent.
- 06Send and mark. Reply in the customer's Gmail thread exactly as approved and apply the handled label.
- 07Flag problems. Post late, unfulfilled, or unmatched orders to the Slack channel with the order and thread links.
// guardrails in the draft
Never promise a delivery date, refund, replacement, or discount. Share only what Shopify shows.
Never share order details with anyone other than the order's customer email; if the sender's address does not match the order, ask them to write from it.
Never change an order, fulfillment, or customer in Shopify.
Leave complaints, returns, and refund requests to a person even if they mention an order number.