---
title: "AI order tracking for where-is-my-order tickets"
description: "Richpanel's AI agent answers where-is-my-order questions from live carrier data: it finds the customer's Shopify order, reads the tracking number and pulls the live status, latest scan and delivery estimate from AfterShip. Lost parcels get a no-charge replacement when your policy allows it."
url: https://www.richpanel.com/learn/ai-actions-order-tracking
datePublished: 2026-09-24
dateModified: 2026-09-24
author: "Amit RG"
source: richpanel.com
---

# Where is my order: *AI tracking from live scans*

The AI finds the order, reads the carrier's latest scan and gives the delivery estimate. Your team stops pasting tracking links by hand.

## Can Richpanel's AI agent answer where-is-my-order?

#### The short answer

Yes, from live carrier data. Richpanel's AI agent finds the customer's Shopify order and reads its tracking number. It then pulls the live status, latest scan and delivery estimate from AfterShip. It treats the order's own status tag as stale and never quotes it as live. Tracking lookups are read-only, so they run without approval.

## What counts as a *where-is-my-order* question

| The customer asks | What the AI answers from |
| --- | --- |
| Where is my order? | The live carrier status and latest scan |
| When will it arrive? | The carrier's delivery estimate |
| Has it shipped yet? | The fulfillment, and the warehouse state in ShipHero |
| Can I get the tracking link? | The fulfillment's tracking number and link |

## What the AI reads *before it answers*

- **The customer.** Order details are personal, so identity is confirmed first when your store requires it.
- **The order.** The AI reads the customer's recent Shopify orders and their fulfillments.
- **The live status.** In transit, out for delivery, delivered, exception or available for pickup, with the latest scan and its location.
- **The clock.** Scan times are the carrier's local time, not the customer's, and the AI says so.
- **A brand-new label.** Fresh tracking can show as pending until the carrier's first scan.

## Why tracking *needs no approval*

Reading orders and tracking changes nothing, so those lookups run on their own. The approval question only starts when the answer leads to an action.

A replacement order, a refund or an address change each follow their own permission.

## When the parcel is *late, lost or damaged*

- **Lost or damaged in transit.** The AI can send a no-charge replacement of the same items, when your policy authorizes it.
- **Shipping protection.** If you use Onward, the AI looks up the customer's claim and its status.
- **Not left the warehouse.** With ShipHero, the AI reads whether the order has been picked, packed or shipped.
- **Wants a refund instead.** That follows your refund policy and approval. See [AI refunds](https://www.richpanel.com/learn/ai-actions-refund-order).

## What changes *without live tracking*

Live carrier status needs AfterShip connected. Without it, the AI has the Shopify fulfillment and tracking number only, not live scans.

It then says the tracking link is the live source, rather than guessing where the parcel is.

## When the AI *hands it to your team*

Carrier exceptions your policy does not cover, delivered-but-not-received claims and repeat contacts on the same parcel go to your team.

A hand-off takes three steps. The AI saves an internal note with the reason. It sends the customer one reply on what happens next. The conversation stays open for your team.

If your playbook names a hand-off mode, the AI switches the conversation to Manual or Co-Pilot. No further AI reply then goes out on its own.

## Which systems tracking *reads from*

| System | What the AI reads or does |
| --- | --- |
| Shopify | Orders, fulfillments and tracking numbers |
| AfterShip Tracking | Live status, latest scan and delivery estimate |
| ShipHero | Warehouse state: picked, packed or shipped |
| Onward | Shipping-protection claims and their status |
| Shopify | No-charge replacement order, under your policy |

Every other AI action, and how each is controlled, is on the [AI actions overview](https://www.richpanel.com/learn/ai-actions).

## AI order tracking: common questions.

### Can an AI agent answer where-is-my-order tickets?

Yes. Richpanel's AI agent reads the customer's Shopify order. It pulls the live carrier status, latest scan and delivery estimate from AfterShip, then answers in your brand voice.

### Does the AI need AfterShip for tracking?

For live carrier scans, yes. Without AfterShip, the AI answers from the Shopify fulfillment and tracking number. It points the customer to the tracking link for live status.

### What does the AI do when a parcel is lost?

If your policy authorizes it, it sends a no-charge replacement order of the same items. Otherwise it hands the conversation to your team with the tracking history in an internal note.

### Does order tracking need approval?

No. Tracking lookups are read-only and run on their own. Any action that follows, like a replacement or a refund, uses its own permission.

## Where these facts come from.

1. **Richpanel AI action catalog, as of September 24, 2026.** The list of actions the AI agent can call, with each action's inputs, preconditions and default permission. Every capability on this page maps to a named action in it: get_customer_orders, get_aftership_tracking, get_shiphero_order_state, get_onward_claims and send_replacement_order.
2. **Richpanel AI safety.** The five safety layers, including sensitive-action guardrails, tool permissions and QA AI review of every conversation. [richpanel.com/ai-safety](https://www.richpanel.com/ai-safety)

Version history. v1.0 (2026-09-24): initial publication. Every action on this page is checked against the Richpanel AI action catalog as it stood on the publication date.