MoraselGive support agents verified Shopify order status on WhatsApp
Every conversation carries the customer's current order, payment, fulfillment, tracking, and return or refund state pulled straight from Shopify — so an agent answers from live data, not memory, and a handoff never loses the thread.
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What breaks when agents guess at order status
Without live Shopify data in the conversation, agents copy order numbers into another tab, quote a status that already changed, or confirm details to someone who was never verified as the customer.
- An agent tabs between WhatsApp and Shopify admin, copying order numbers back and forth on every message
- A customer gets a shipping status that was accurate an hour ago but has since changed
- A message from an unfamiliar phone number gets treated as the account holder without any check
- Two agents answer the same order without knowing who already owns the conversation
What the agent sees beside the thread
One live panel per conversation, built from the order Shopify holds — not a note typed from memory.
- Order state
- Order number, line items, and status — open, cancelled, or archived — read straight from Shopify's Order object.
- Payment state
- Paid, partially paid, refunded, or pending, from the order's payment and transaction data.
- Fulfillment & tracking
- Fulfillment status plus the carrier name and tracking link, refreshed with every Shopify fulfillment event.
- Return & refund state
- Any open return request or issued refund tied to this order.
- Identity check
- The verification used before any detail is shown — an order number plus a second matching detail, never a phone number alone.
- Handoff owner
- Which agent currently owns the conversation, and when ownership moved, visible to the rest of the team.
What happens between a question and an answer
The same sequence runs for every order-status question, before an agent replies.
Customer asks about an order
A shopper messages asking where an order stands, with or without the order number.
Identity is checked
Morasel confirms the person against more than a phone-number match — an order number plus a second verified detail — before any order data is shown.
Live Shopify data loads beside the thread
Order, payment, fulfillment, tracking, and return or refund state load fresh from Shopify, not from an earlier note.
Agent answers from that data
The reply quotes the current Shopify state — the agent is not answering from memory or an old ticket.
Handoff if the request needs another team
Ownership passes to the right agent or team, with a visible log entry naming who holds the conversation now.
What a support conversation looks like
One thread, verified once, answered from live order data.
What the team sees
Every conversation carries the order's real state, not a copied note.
- Order, payment, fulfillment, tracking, and return or refund state next to every conversation, pulled from Shopify rather than typed by hand
- A visible handoff log naming who owns each conversation and when it moved
- An identity-check step before any order detail is shown, so a phone-number match alone is never enough
- Every agent reply checked against the live Shopify record, not a memorized answer or a stale ticket note
Who can see what
Access to order detail follows the same identity check and role, every time.
- An agent only sees order detail after the identity check passes — a phone number alone never unlocks it
- Only staff with support access can view another customer's order history
- A handoff requires an explicit action; ownership never changes silently
- Change or cancellation requests are logged as tracked work, not applied automatically
What this does not do
Morasel does not disclose order data from a phone-number match alone, and it does not imply that every order can be changed or cancelled automatically. A change request becomes tracked, owned work for a team member to act on.
Give your support team verified order context
Connect your Shopify store so every conversation carries live order, payment, fulfillment, tracking, and return status — with identity checked first.
Order status questions
What does the agent see when a customer asks about an order?
Order, payment, fulfillment, tracking, and return or refund state, pulled from Shopify and shown beside the thread — not typed in from memory.
How does Morasel know the person asking is really the customer?
An identity check runs first — an order number plus a second matching detail. A phone number alone is never treated as proof of identity.
Can an agent cancel or change an order from WhatsApp?
A request becomes tracked, owned work for a team member. Morasel does not apply every change or cancellation automatically.
What happens if a return comes up mid-conversation?
The conversation hands off to the right team, with a visible log entry showing who owns it now — the customer keeps talking in the same thread.
Is the order information ever out of date?
No — every answer is pulled fresh from Shopify at the moment it's needed, not from a cached note or an earlier ticket.
Is looking up an order status billed separately?
No — reading a Shopify order beside the thread costs nothing extra. Order status support runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request. WhatsApp usage is billed separately from a prepaid wallet at Meta's official rates.