It's the single most common message any store gets — and left too long, a status question curdles into a complaint. A trained Suppro agent answers it from the order record, inside your coverage window. Included on every plan, across every channel.
Order questions have one right answer, and it's already in your system. We look it up and send it — all of it inside the scope of your plan.
Looked up in your admin and answered with the real status and a live tracking link, not a guess.
Whether it's shipped, where it is, and a realistic arrival — based on the fulfilment record, not a canned range.
Corrections made where the order status still allows it, before it's too far down the line to fix.
Handled to your rules while the window's still open, and routed to you the moment they aren't.
Chased with the customer kept in the loop, and escalated to you or the courier when they stall.
A status the record can't settle is escalated to you with the order reference — never guessed at.
A normal day of "where's my order" traffic, handled inside your coverage window.
Every status question from after hours is answered first, oldest to newest, before the day's traffic starts.
"Has it shipped", "where is it", "when will it come" — each answered from the record with a live tracking link.
An address correction made while the order still allows it — sorted before it ships to the wrong place.
A parcel stuck in transit for days goes to you with the tracking and order reference, ready to raise with the courier.
Status questions are high-volume and low-difficulty — the answer exists, it just needs someone to look and reply. That makes them perfect to hand off: they're the messages most likely to pile up and most likely to sour if they do, yet they need no judgement, only the record.
A scoped account on your store and fulfilment tools so we can look up orders and tracking — plus edit rights for the changes you want us making. Revocable any time.
Your dispatch timings, courier details, and the rules for address changes and cancellations — including where you want the decision kept with you.
The channel is covered through your window. You get the monthly report, and only the escalations that genuinely need you.
Status questions are answered through your coverage window. Anything arriving outside it is picked up when the desk opens, inside your plan's first-response target.
We look it up in your store admin and fulfilment or courier tools, using a scoped account you create. The customer gets the real status and a live tracking link — not a reassuring guess. Anything the record can't settle is escalated to you.
Yes, within the rules you set and while the order status still allows it. Address corrections and cancellations are handled to your policy; once an order is too far along to change, or where you've asked to keep the decision, it's routed to you instead.
We keep the customer informed and escalate it to you — or directly to the courier if you'd like us handling that — with the tracking and order reference ready. The status queue covers the answering and chasing; a lost-parcel claim needing your sign-off comes to you.
No. Every plan includes all fifteen services across all eight channels. You're buying a monthly block of support hours, and status questions draw from the same block as everything else.
Every plan covers all fifteen services across all eight channels — you're buying hours, not per-channel licences.
Fifteen minutes on a call is enough to work out your volume, the rules to apply, and which plan fits.