Support ops, AI agents, and Shopify playbooks

Shipping & WISMO for Shopify brands

WISMO, tracking, delays, lost packages and delivery exceptions — the tickets that eat your queue.

24 guides · page 2 of 2

Shopify Free-Shipping Threshold Tickets
Customers add a cheap item to hit $50, then want to remove it after. The agent needs a checkout-truth answer.
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Shopify Express Shipping Arrived Late
They paid for 2-day. It took 6. Refund the upgrade, not the order — unless your rule says otherwise.
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Shopify Customs and Duties Tickets
DDU surprise bills create rage. Write the agent a duties script before you turn on Markets.
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Shopify International Shipping Delays
Customs is not your warehouse. The agent should say that without sounding like it is washing its hands.
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Shopify Backorder Emails That Prevent Tickets
Backorders silently create tickets. A status email with a date beats 40 'where is it' threads.
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Shopify Preorder Support Tickets
Ship dates slip. The agent needs the metafield, not a smile. Here is how to brief it.
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Shopify Split Shipment Support Tickets
Partial fulfillments create two tracking numbers and twice the WISMO. Teach the agent to list every package.
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Shopify Lost Package Claims
When to file, what to tell the customer, and whether you replace first or wait for the carrier.
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Shopify Delivered But Not Received
Porch theft, wrong porch, and 'I was home' — a photo-and-wait playbook that does not instantly refund every GPS ping.
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Shopify Tracking Number Not Updating
When the number exists but the last scan is old: what to tell the customer at 24h, 48h, and 5 days.
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Shopify Address Change After Checkout
Customers change the ship-to after paying. Here is the cutoff the AI should use so you do not create a second lost package.
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Cancel a Shopify Order After Fulfillment
What to do when a customer cancels after the label exists: void, intercept, refuse, or complete and return.
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