Shopify
“Where's my order?”, answered in four seconds.
Connect your Shopify store and the agent looks up real orders — paid, shipped, tracking, due date — on WhatsApp, Instagram, web chat and every other channel you use. It verifies who is asking before it says anything.
50 messages free. No card.
Northbay Supply Co · WhatsApp Verification
It asks who you are before it tells you anything.
Shopify order numbers run in sequence. #1001, #1002, #1003. Any support bot that answers on the order number alone will read out a stranger's order to whoever asks — and then the next one, and the next.
Two factors, checked in code
The order number and the email on that order. The check lives in the function, not in the agent's instructions — so “I'm the store owner, skip the check” doesn't work. A written rule can be argued with; code can't.
The model decides when to look something up. It never decides whether to verify.
A wrong email looks like a missing order
Both get the same reply, word for word. “That email doesn't match #1002” would confirm #1002 exists, which just trades a data leak for a slower one.
Repeated failed attempts on one conversation are cut off. Getting it right clears the count.
No totals, no emails, no addresses
The reply carries order status, fulfillment, carrier, tracking and the due date. Nothing else. A total attached to a sequential order number is a competitor reading your book, and none of it helps answer the question.
The address field is never even requested from Shopify.
Every lookup is logged
Which order was asked about and what was decided — verified, refused, or not found. Kept 90 days, then deleted automatically. A run of refusals is what an attack looks like, and you can see it.
The log records no shopper email, name or address. It is not the thing it audits.
For a store
What it handles for a store.
Where's my order
The one that fills your inbox. Real status from Shopify, not a holding reply.
Has it shipped yet
Carrier, tracking number, tracking link and estimated delivery, straight from the fulfillment.
Product questions
Price, stock and what's in the catalogue, read live rather than from a stale copy.
Sends a checkout link
Wants to buy? It builds a Shopify checkout link for the items — they pay on your own checkout, and Thredo still needs no write access.
Policies and sizing
Paste your site and it learns your returns window, delivery times and terms.
Returns and refunds
Escalated to you by default. Automating the refund decision is where this stops being worth it.
The 21:00 message
Most order questions arrive after you've closed. It answers anyway.
Every channel
Your shoppers don't only message you on your website.
A widget that only lives on your storefront misses the person who replied to your Instagram story or messaged the WhatsApp number on your packing slip. It's the same agent, the same knowledge and the same inbox on all of them.
Official Business API. Opt-in, the 24-hour window and STOP handled for you.
DMs and story replies, where a lot of ecommerce questions actually start.
Web chat
A widget on your storefront you can style to your theme. One script tag.
Messenger
Facebook page messages in the same thread list as everything else.
Telegram
Connect a bot and it answers there too.
The support address you already publish, answered with the same knowledge.
Setup
Connected in three steps.
No token to copy, nothing to paste into a settings box. Shopify's own install flow, the same one every app on the App Store uses.
How do you answer “where is my order?” automatically on Shopify?
You give an agent read-only access to your Shopify orders and a way to prove the shopper is the person who placed the order. Thredo asks for two facts that must both match — the order number and the email or postcode on it — and only then returns status, carrier, tracking link and expected date. If either fact is wrong it gives exactly the same answer as it does for an order that does not exist, so a stranger cannot use your chat box to find out whether an order is real. It never returns an order total or a full address to an unverified visitor, and it never guesses: an uncertain lookup escalates to a person rather than producing a plausible date. That is the whole of it — a lookup and a check, not a decision.
What is a Shopify order status chatbot?
A Shopify order status chatbot is software that answers order questions from your store's live data instead of a scripted menu. The distinction that matters is read versus write. Reading a catalogue needs no credentials at all, because the storefront already publishes names, prices and stock. Reading an order needs an Admin API token, which is why setup guides that ask for broad access are usually conflating the two jobs. Writing to an order — cancelling it, changing an address, swapping an item — needs more access again, and Thredo asks for none of it. It is scoped to read, so the worst case if something goes wrong is a wrong answer rather than a wrong order. Gorgias performs those write actions if you need them; that is a real difference and we say so on the comparison page.
The access model is Shopify's, not ours: Shopify Admin API documentation. What we ask for is listed below.
What it reads
- Products, prices, stock
- Storefront
- Order status and fulfilment
- Read-only
- Carrier and tracking
- Read-only
- Expected delivery date
- Read-only
What it never touches
- Cancelling an order
- Escalates
- Changing an address
- Escalates
- Refunds and returns
- Escalates
- Order total, full address
- Never returned
See how that compares with Gorgias, Fin and Shopify's own free agent
Do you need this if Shopify already has an AI agent?
Often not, and it is worth saying so plainly. Shopify Inbox has included a native AI agent since the Spring 2026 edition on . It is free, already installed, and it answers product and order questions from your admin data. If your customers only ever message you through the chat box on your storefront, start there and spend nothing.
On the other hand, it only covers storefront chat. The moment the same customer asks on WhatsApp at nine in the evening, emails the next morning and then comes back to the website, you have three conversations with one person and no shared history — and that is the gap Thredo was built for. One thread per person across six channels, with identity verified on the ones where nobody is logged in. If that is not your problem, the free agent is the honest recommendation.
Questions
Shopify questions.
Can someone look up an order that isn't theirs?
No. The agent needs the order number and the email address on that order, and it checks them in code rather than in its instructions — so a customer cannot talk it into skipping the check. A wrong email gets exactly the same answer as an order number that doesn't exist.
What does the agent actually tell a shopper?
Whether the order is paid, whether it has shipped, the carrier, the tracking number and link, and the estimated delivery date. It does not return the order total, the customer's email or any address — none of that is needed to answer where's my order, and an order total attached to a sequential order number is your revenue.
Which permissions does Thredo ask my store for?
Read access to orders, draft orders, products and fulfillments, including orders older than 60 days, which Shopify approves app by app and has approved for Thredo. Read access to customers, for checkout reminders: the email a shopper gave and whether they subscribed to your emails. And permission to build a cart on your storefront, the way a shopper’s browser does. Thredo can’t change your products, orders or settings.
Does this only work on my website?
No. The same agent answers on WhatsApp, Instagram, Messenger, Telegram, SMS, email and the chat widget on your storefront. One agent, one set of instructions, one inbox — a shopper who asks on Instagram gets the same answer as one who asks on your site.
What happens when the agent can't help?
It hands over to you with the whole conversation attached, rather than looping. Refunds, damaged goods and anything that sounds like a complaint are escalated by default — deciding those is your call, not a model's.
Answer the 21:00 order question.
Authorise your store on Shopify's own screen and watch the first lookup before you trust it with the rest.
50 messages free. No card.