Order Inquiry
This page configures everything the Order Inquiry feature does when a customer messages your WhatsApp asking about an order — the carrier tracking URL, the human-handoff phone number, the invoice PDF, and the buy-it- again button.
Where to find it
Section titled “Where to find it”In the Cartsaver dashboard: Settings → Order Inquiry.
Support phone number
Section titled “Support phone number”The number Cartsaver returns when the customer taps Talk to support.
- Format: international, including the
+and country code (for example,+201022223633). Cartsaver renders it as a one-tap dial link so the customer’s phone dialler opens with a single tap. - Display name (optional) — a friendly label shown next to the number (for example, “Acme Support”).
- Hours (optional) — free text shown alongside the number so the customer knows when to expect a callback (for example, “Sun–Thu, 10 AM–6 PM Cairo”).
If you leave the number empty, the support button is hidden and the auto-reply falls back to your store’s contact email.
Intent toggles
Section titled “Intent toggles”You can disable any of the four reply buttons:
| Toggle | When to disable |
|---|---|
| Track | Almost never — this is the main use case. |
| Invoice | If you don’t issue customer-facing invoices. |
| Talk to support | If your team can’t take inbound calls. |
| Buy it again | If your store sells one-time-purchase products only. |
Carrier mapping
Section titled “Carrier mapping”Cartsaver auto-detects the shipping carrier from Shopify’s fulfillment record. For carriers without a working Shopify-supplied URL, Cartsaver substitutes a curated tracking link. Covered carriers include:
| Carrier | Behaviour |
|---|---|
| Bosta (Egypt) | Direct tracking link by shipment number. |
| Aramex | Direct tracking link by shipment number. |
| DHL Express | Direct tracking link by airway-bill number. |
| J&T Express (Egypt and Saudi Arabia) | Landing page — Cartsaver shows the airway-bill number alongside the link for the customer to paste. |
| Mylerz (Egypt) | Landing page — Cartsaver shows the shipment ID alongside the link. |
| Egypt Post | Fallback through a universal tracking provider. |
You don’t need to fill this table in manually — Cartsaver ships with it pre-loaded. Any unrecognised carrier falls back to whatever URL Shopify attached to the fulfillment.
Invoice settings
Section titled “Invoice settings”The Invoice button generates a PDF from your order data — seller info, buyer info, line items, taxes, shipping, and a QR code to the order status page.
- PDF expiry — how long the signed download link stays valid. Default: 1 minute. Range: 1 minute to 24 hours.
- Seller info — pulls from Shopify’s store profile by default; can be overridden with a Cartsaver-specific block (useful if your VAT / trade-name differs from your Shopify store name).
- Show logo — embeds the store logo on the PDF header.
Buy It Again
Section titled “Buy It Again”When enabled, the reply includes a Buy it again button that preloads a Shopify cart with the SKUs from the original order. See Buy It Again for the full feature breakdown.
- Toggle: off by default.
- Discount code (optional): apply a discount automatically when the customer taps the button.
Languages
Section titled “Languages”Replies use the customer’s checkout language — Arabic or English (plus Hindi and Urdu if applicable) — falling back to the store’s default. You don’t have to author Arabic copy separately for Order Inquiry: the templates are pre-translated. To edit any of the translations, see Languages & translations.
Rate limiting
Section titled “Rate limiting”The full inquiry reply is sent at most once per customer phone per 60 seconds. This is a hard-coded protection against accidental flooding. Within the cooldown, follow-up messages get a short acknowledgement.
Every inquiry shows up in Cartsaver → Logs → Inquiries with the matched intent, resolved order, and outcome (auto-replied / escalated to human / no order found). Use this to measure your support deflection rate.
Verify it works
Section titled “Verify it works”- In Settings → Order Inquiry, the support phone shows in international format with a green “Valid” badge.
- From a test WhatsApp number (one that has placed an order on your store in the last 60 days), send “where is my order?” — you should receive a reply within ~10 seconds with the carrier name and a tappable tracking link.
- Tap Talk to support — your phone dialler opens with your configured number pre-filled.
- Tap Invoice — within seconds you receive a follow-up message with a tappable PDF link that opens correctly.
- In Logs → Inquiries, the test event appears with the outcome Auto-replied.