"Where is my order?": automatic WhatsApp order-status replies for Salla, Zid and Shopify stores

How does an automatic "where is my order?" reply work?

Order tracking on WhatsApp for your store works like this: the assistant finds the order and reads its status from your store system where it's connected. It replies with what that status means, plus the tracking link where your store or courier shares it. If the status is missing or odd, it hands over to a person instead of guessing.

1. It finds the order from the WhatsApp number or the order number, and before sharing any details it checks the order number plus a detail you agree in setup.
2. It reads the order status from your Salla, Zid, Shopify or WooCommerce store where it's connected, and the tracking number where your store or courier shares it.
3. It turns the status into a sentence the customer understands, in wording you approve.
4. It adds the tracking link and the expected delivery date when your store or courier shares them.
5. It hands any exception to a person, with the order number, the status and the conversation.

The assistant only knows what your store knows. If your courier doesn't send tracking updates back to the store, the status stays at shipped until a staff member checks.

Which message goes with each order status, and who handles exceptions?

Each status the customer cares about gets one message, and each exception has a named owner. Zid's help centre lists six order statuses (checked November 2026), and the courier moves orders to Delivering, to Completed, or to Cancelled when the customer didn't receive the parcel. Salla lets you rename statuses and add sub-statuses, each with its own customer message.

In Shopify, the order status page lets customers follow the shipment themselves once you add a tracking number, so link it in the shipping message.

Should you send shipping updates unprompted, or only answer when asked?

Both. Send an update unprompted at the few moments that matter: dispatch, delivery day and delays. Answers cover the rest.

Meta has charged replies after that free tier since 1 October 2026. You pay Meta directly or through your provider's invoice, and Meta's rate card has the current rates.

In the shipping template, a URL button takes one variable at the end of the link, so each customer gets their own tracking link.

Don't overdo it. Every extra update is a message the customer may ignore or block, and Meta rates each template on feedback and engagement and can pause one that rates poorly.

What are Meta's rules for order-status messages?

Four Meta rules apply, plus your country's data-protection law: opt-in, a utility template with no promotion, the 24-hour window and a clear route to a person.

• Opt-in before any message your store starts, with your store named in the wording. Meta suggests separate opt-in per message type, so consent to order updates doesn't depend on consent to offers.
• A status template must be about the customer's specific order, with its details, and carry no offers or product suggestions.
• More than 24 hours after the customer's last message or call, you can only send approved templates.
• WhatsApp's policy allows automated replies inside the window, as long as there's a prompt, clear route to a person, such as a handover to an agent in the chat.
• Order data includes an address and a phone number. Ask your provider how it handles consent, storage and deletion under Saudi Arabia's Personal Data Protection Law (PDPL), the UAE's Federal Decree-Law No. 45 of 2021 (PDPL) or Egypt's Personal Data Protection Law No. 151 of 2020.

Which order problems should go to a person?

Anything that needs a decision or money: a delay past the promised date, a lost parcel, a damaged or wrong item, a refund, or an address change after dispatch. The assistant collects the details, and a person decides. The person receives:

• The order number, the latest status and the tracking number.
• Photos of the parcel and the item, if something is damaged or wrong.
• The fix the customer wants: wait, swap or refund.
• The full conversation, so the customer doesn't repeat the story.

If you ship with Salla shipping labels in Saudi Arabia, your team can file lost or damaged shipments in Salla's shipping quality gateway.

Where HumAI fits, and when you don't need us

HumAI connects WhatsApp to your Salla, Zid, Shopify or WooCommerce store after assessment and testing, so the assistant answers "where is my order?" from the live order status. We prepare the shipping and delivery templates for Meta's approval and send them only to customers who opted in to order updates.

Exceptions reach your team in the Inbox with the full order, and the Dashboard shows what's waiting. Without a safe connection, a staff member checks the status before the reply goes out. Refunds and compensation are your team's decision, and HumAI takes no payments.

You may not need us. If status notifications are all you want, Salla Chat's WhatsApp notifications, Zid's WhatsApp order status updates or Shopify's order status page may be enough. Come back when customer questions outgrow the notifications, or when exceptions need to reach the right person with the order attached.