How Clearbox auto-replies to Where is my order (and when it doesn’t)

Introduction

Most Shopify support volume is a single question: where is my order? Clearbox is a Shopify support inbox for teams of 1–5. Orders and tracking sit beside support@. For that WISMO question, it can auto-send the tracking reply after you review shadow mode, and only when Shopify has a tracking URL. Otherwise a human gets the draft. Pricing is per seat, not per ticket.

This article is the honest version: when auto-send runs, when it steps aside, and what never goes out on its own.

What auto-send actually does

On Pro, a WISMO thread opens with a tracking draft already in the composer: order #name and the live Shopify tracking link. You can send that draft yourself.

If you turn live on in Settings after shadow review:

1. The inbound email must classify as WISMO (not a refund, return, or “I never got the parcel”).
2. Shopify must have a tracking URL on the order.
3. Policy must be live, the eval gate must pass, and you must have unlocked live (shadow accept rate, or an owner override).

Then Clearbox can send that tracking reply without a click. The thread lands in Autopilot handled. An audit line records the send, the order, and the tracking URL.

That is the whole auto-send surface. It is not on by default. It is not a Copilot add-on SKU. It is included on Pro.

When we do not auto-send

Clearbox steps aside — draft in the composer, queue Needs you — when any of this is true:

• No tracking URL on the Shopify order (unfulfilled, carrier delay, missing fulfilment).
• No matching order.
• The message is not WISMO: refund, exchange, cancel, address change, “the parcel is lost”.
• Live is off, or you are still in shadow (classify + draft, no send).
• A customer replies after an auto-send (reopen): auto turns off on that thread and it returns to Needs you.
• Org reopen rate on auto WISMO exceeds 5%: live is forced back to shadow.
• Nightly eval on real edit/reject labels fails: live WISMO is cut (the rest of the org stays up). Kill switch in Settings blocks every auto-send immediately.

We do not publish a “30% of volume auto-resolved” number. That figure is a product goal on real stores (n ≥ 20), not a marketing claim, until a live shop actually hits it.

What never auto-sends

Refunds, exchanges, and cancellations stay with a human in the sidebar. Clearbox never auto-moves money. Suggested replies for those intents remain agent-approved.

Clearbox is not an AI-native helpdesk that closes every ticket. It is email-first Shopify support@ with one gated WISMO loop.

How to turn it on (without surprises)

1. Connect Shopify. Open the sample WISMO ticket: tracking beside the thread, draft in the reply box.
2. Connect support@. New WISMO mail arrives as Draft ready or Needs you.
3. Leave shadow on. The inbox card shows what would have sent. Export a 30-day CSV from Settings if you want proof for the team.
4. When you have reviewed enough examples, turn live on in Settings. A kill switch turns it off.

See the product pillar: Shopify WISMO / order status email. Plans and what is included: pricing.

FAQ

Does Clearbox auto-reply to where is my order?

Yes, opt-in. After shadow review, tracking replies can auto-send only when Shopify has a tracking URL. Lost parcels and anything without tracking stay human.

Is auto-send on by default?

No. Pro starts in shadow. You turn live on in Settings after you review what would have sent.

Do refunds send automatically?

No. Refunds, exchanges, and cancellations stay with a human. Clearbox never auto-sends money moves.

Is this billed per ticket?

No. Per-seat pricing. WISMO drafts and opt-in auto-send are included on Pro — not a Copilot add-on.

Where can I read the product page?

The canonical landing is Shopify WISMO email: order tracking beside support@.