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How to Reduce Customer Queries About Order Deliveries on Shopify

Last modified: December 23, 2025

When it comes to queries coming into your business, many of them will be about orders that have already been made on your website and the customer is waiting for information. These kinds of queries are time-consuming and, in most cases, unnecessary for your business. Customers should be able to resolve these queries without you unless there is a significant problem with the order.

So, here are some things that you can do to reduce the number of customer queries about order deliveries on your Shopify website.

Key Takeaways

Effective terms and conditions on your website can significantly reduce customer queries about order deliveries.

Automatic email updates and clear shipping policies set accurate expectations, reducing the need for customer inquiries.

Prompt communication of shipping delays through your Shopify store can enhance customer satisfaction and trust.

1. Terms and Conditions

When it comes to your website’s terms and conditions, you should clearly state time frame for the delivery. For instance, you can have a time frame of within 10 workings days or something like this. Then, using one of the terms and condition apps, you can get the customer to see these terms and conditions and agree to them.

2. Order Tracking Area

Another key way to provide a seamless order tracking experience for customers is to simplify the process by having an order tracking area and getting rid of unnecessary shipping options and removing the ‘Ships From’ information.

There are numerous order tracking apps, including this one here, that can help customers to keep track of their orders.

Order tracking apps can give the customer all the information automatically, like the tracking number. Some will also send out regular emails about the latest development with the order. For instance, it can tell customers when the order has been packed, dispatched, out for delivery and delivered.

3. Keep Customers Up-to-Date

Another idea is to keep customers up-to-date with their order. This can be done in two ways. One is through emails. There are a lot of apps that allow you to have automated emails sent out to your customers whenever the customer’s order status changes. This can be quick and easy to add to your website, and you can change the look of the emails to brand them.

Alternatively, you can also connect your website to Facebook Messenger and then get your website to send out information via the Messenger to customers about the status of their order. This is a good, social way to make the customer feel relaxed. It does require either a Facebook app or a live chat app, but it can be worth the investment if it saves you a lot of time.

4. Live Chat Bots

Sometimes customers will contact your live chat regardless of what you offer them to track their orders. But you can still automate this process by having a bot that can filter through the requests and automatically give an update to your customers about the status of their order. These can be more expensive, but they can also be a very useful way for your business to reduce customer queries in numerous areas.

Recommended: 12 Best Shopify Order Tracking Apps - 2026

#	Name	Image
1		ParcelPanel Order Tracking Pro
2		Tracktor Order Tracking
3		Shipway ‑ Order Tracking
4		TrackingMore ‑ Order Tracking
5		Trackr Order Tracking
6		Order Lookup
7		AfterShip ‑ Track & Notify
8		Best FAQs (Chat+Track+Contact)
9		TrackShip
10		Order Tracking at your store
11		Order Tracking in 60 Seconds
12		Trackable ‑ Order Status
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FAQs

How can I estimate shipping costs before making a purchase on Shopify?

To estimate shipping costs on Shopify, add the items to your cart, proceed to checkout, and enter your shipping address. You’ll see the available shipping options and associated costs.
What should I do if my order is marked as “Delivered” but I haven’t received it?

Check the delivery location for any overlooked packages, confirm the shipping address, and contact the carrier or the seller to report the issue and initiate an investigation.
How do I manage customer expectations for international shipping?

Communicate delivery times and potential customs delays for international orders on your Shopify store. It also builds trust and loyalty by demonstrating your commitment to delivering a positive shopping experience.

Handling Customer Queries on Shopify

Proactive Order Status Updates

Implementing automated email notifications is a proactive approach to keep customers updated about their order status.

This system automatically sends emails to customers at different stages of their order - from confirmation to shipping and delivery. You can also set the order status URL in your email templates to provide more clarity on tracking information for your customers.

Clear Shipping Policies

Clearly outline expected delivery times and potential delays on product pages to set accurate customer expectations.

This transparency helps in setting accurate customer expectations right from the start, reducing dissatisfaction and complaints related to shipping times, especially when you have free shipping setup applied to your customer’s orders.

Effective Delay Communication

In case of unforeseen delays, it’s crucial to communicate this to customers promptly.

Using tools for communication: Tools like Attrac can be used to announce these updates directly on your Shopify store, ensuring that all visitors are immediately aware of any changes or delays.

Optimizing Order Deliveries on Shopify

Simplifying the Checkout Process

Streamlining the checkout process to reduce cart abandonment and enhancing user experience can lead to a quicker and more efficient experience for the customer. This includes autofilling information for returning customers providing easy options to print shipping labels directly from the checkout page.

Offering Multiple Payment Options

Integrating multiple payment options, including credit cards, PayPal, Apple Pay, and other digital wallets, ensures that you cater to the preferences of a wider range of customer base.

Ensuring Checkout Security

Implementing SSL certificates for secure data transmission and complying with PCI DSS (Payment Card Industry Data Security Standard) are essential steps in protecting customer data and building trust.

Conclusion: How to Reduce Customer Queries about Order Deliveries on Shopify

Cutting the costs of your business helps you to grow your profit margin. When a customer calls you to ask about the order status, you’re wasting time and it costs your business. Therefore, you need to find ways to get the customers to find this information out themselves. There are four options above to help.

In addition to implementing these strategies, you can also take steps to streamline your store’s operations. Start by setting up your store properly, ensuring that all necessary information is easily accessible to customers.

When you import products on Shopify, make sure to include detailed descriptions and clear images to minimize customer confusion. Similarly, when you export products, double-check that all relevant data is included to avoid potential issues.

By combining these methods with the four options mentioned earlier, you can significantly reduce customer queries about order deliveries, saving time and money for your business.

Written by:

Lindsey Perry

I have 5+ years of experience with Shopify and 15+ years of experiences on other eCommerce platforms. My theme reviews are designed to help store owners find the best theme for them.