Why Your Shopify Plus Store Needs a “Where Is My Order” (WISMO) Strategy

Introduction

“What’s the number one reason customers contact ecommerce support teams?”

It’s not product questions.
It’s not returns.

It’s "Where is my order?" (WISMO)

If you don’t have a solid WISMO strategy,
you're wasting time, creating customer frustration, and risking future sales.

Today, we’ll break down why a proactive WISMO plan matters —
and how Shopify Plus brands can set it up smartly.

Why WISMO Matters

• 70–80% of support tickets for ecommerce stores are WISMO-related

• Every ticket costs you money in support time

• Frustrated customers = higher churn and more negative reviews

How to Build a WISMO Strategy that Works

1. Proactive Order Notifications

Don’t wait for customers to ask.
Send emails at every key stage: order received, order processed, order shipped, out for delivery, delivered.

Bonus: SMS updates have even higher open rates if your customers opt-in.

2. Self-Service Order Tracking

Provide a branded order tracking page directly on your website.
Link to tracking easily in every order email.

Tools like Route, AfterShip, and Shopify’s native tracking make this easy.

3. Clear Shipping Expectations at Checkout

Show realistic shipping times before they place an order.
Set expectations early to avoid frustration later.

Example:
“Orders placed today will ship within 2 business days.”

4. Equip Your Support Team for Fast Responses

Set up macros or templates for WISMO responses.
Empower your support agents to refund shipping costs or issue store credit if delivery issues arise.

5. Offer Transparent Returns & Exchange Policies

Even if an order is delayed,
clear, customer-friendly policies give buyers confidence to stick with you — instead of leaving angry.

Bonus Tip:

Use automation!
Shopify Flow can trigger notifications if orders are delayed or shipments are stuck.

Apps like Gorgias can surface order status inside support tickets instantly — saving time.

Final Thought

WISMO isn’t just a support problem — it’s a growth problem.

A great post-purchase experience drives:

• Higher repeat purchase rates

• Lower support costs

• Stronger customer loyalty

Don’t treat it as an afterthought.

Proactive WISMO = competitive advantage.

Call to Action

Want to identify more ways to automate support and drive customer loyalty?
Take the free Merchant Success Plus Assessment and get a customized growth plan.