Order Inquiry & Customer Support
When a customer messages your WhatsApp asking “where is my order?”, Cartsaver answers for you — with the carrier tracking link, a PDF invoice on request, a tap-to-call to your support team, and a buy-it-again button. Most inquiries never reach your inbox.
Channel — WhatsApp only
Section titled “Channel — WhatsApp only”Order Inquiry is a WhatsApp-only flow. The customer messages your WhatsApp Business number, and Cartsaver replies on the same number.
Availability
Section titled “Availability”Order Inquiry is available on request — contact Cartsaver support to enable it for your store. When it isn’t enabled, inbound WhatsApp messages aren’t matched to orders and no automated reply is sent.
How an inquiry is matched to an order
Section titled “How an inquiry is matched to an order”Whatever wording the customer uses, Cartsaver replies with a short list of their recent orders — no keyword guessing required.
Cartsaver looks up the sender’s phone number against orders on your store and returns the most recent 10. The customer taps the order they meant from that list.
The three follow-up actions
Section titled “The three follow-up actions”Once the customer picks an order, the reply offers three quick-action buttons:
| Button | What it does |
|---|---|
| Track | Returns the carrier tracking URL Shopify has stored on the order. |
| Invoice | Generates a PDF invoice and replies with a signed download link that expires quickly for security. |
| Buy it again | Opens a pre-loaded Shopify cart with the same line items. Only shown when Buy It Again is enabled on your account. |
Tracking link
Section titled “Tracking link”The tracking link is the carrier URL Shopify has saved on the order’s fulfillment — whatever your carrier provided when the fulfillment was created. If Shopify doesn’t have a tracking URL on that order, no link is shown.
Invoice on demand
Section titled “Invoice on demand”When the customer taps Invoice, Cartsaver generates a PDF for the order — seller info, buyer info, line items, taxes, shipping, and a QR code to the order status page. The PDF is shared as a signed download link that expires quickly for security.
The invoice layout is Arabic-aware: Arabic text is reshaped correctly when the order or store language is Arabic.
Languages and locales
Section titled “Languages and locales”Replies use the customer’s checkout language — Arabic or English (plus Hindi and Urdu where applicable) — falling back to the store’s default language. Cartsaver also supports Pakistani and Indian regional phrasing on top of the core English and Arabic translations.
Configure it
Section titled “Configure it”Open Order Inquiry settings to set the per-button toggles and the invoice expiry.
Pairs with
Section titled “Pairs with”- Customer Reviews & Buy It Again — the Buy It Again button also surfaces inside the Order Inquiry reply alongside Track and Invoice.
- WhatsApp Order Confirmation — customers ask about orders they’ve already confirmed on WhatsApp.