Shopify returns & refunds (teams of 1–5)
Shopify WISMO email: order tracking beside support@
When a customer asks where is my order, Clearbox can auto-send the tracking reply after you review shadow mode — only if Shopify has a tracking URL. Otherwise a human gets the draft. Orders sit beside support@ — per-seat pricing, not per ticket.
Most Shopify support volume is WISMO—“where is my order?”. Clearbox puts live order and tracking next to the email. After you review shadow mode, it can auto-send the tracking reply when Shopify has a tracking URL. Lost parcels and anything without tracking stay with a human draft.
Draft in the composer with tracking cited
Open a WISMO thread and the reply box is already filled: order #name and the Shopify tracking link in the email. No Analyze click. Secondary keyword fit: shopify tracking link in support email.
Why WISMO dominates Shopify support
Order status questions are the single biggest category for most stores. They are low-complexity but high-volume, so a prefilled tracking reply compounds across the week.
Order context in-thread beats tab-switching
Clearbox shows the customer’s latest orders, fulfilment and tracking beside the email. Agents read status and send without opening Shopify admin or copying a tracking link.
What stays human
Lost parcels, address fixes, issuing a refund, and anything without a tracking URL land in Needs you with an honest draft. Refund status may auto only if Shopify already recorded a refund—money never auto.
Shadow first, then opt-in auto
Pro starts in shadow: you see which WISMO tracking replies would have sent. Turn on live in Settings after review. Auto-send is never on by default, never claimed as a 30% volume rate, and never refunds.
On the same topic
FAQ
Does Clearbox send WISMO automatically?
Yes, opt-in. Only if tracking is on the Shopify order. Lost parcels / no tracking = a human. You turn it on in Settings after shadow review. A kill switch turns it off.
Is the tracking link in the reply?
Yes when Shopify has a tracking URL. The draft cites the order number and the live tracking link in the composer.
Does a human still send it?
When tracking is missing, or live is off, yes — the draft is in the composer. Live auto-send is opt-in and tracking-gated only.
Is this on Starter or Pro?
WISMO drafts in the composer are included on Pro, Business and Agency. Starter is the shared inbox with Shopify context beside the thread.
How is this different from macros?
Macros are a fallback for one-click templates. On Pro, WISMO drafts are the default: tracking already pasted, you send.