Phone — Order status (WISMO)

Handling 'where is my order?' calls.

Source: Coda KB p19. “Order status” is the single most common inbound voice category.

Flow

1. Put customer on a brief hold while you pull up the order in Shopify.
2. Search by order number, email, or name. If they don’t know the number, email is usually fastest.
3. Determine if the order has shipped.
4. Reply based on the order state (see below).

Already shipped

“Your order shipped on [date]. Tracking should have come to you by email — check your spam folder if you don’t see it. Would you like me to resend it?”

If tracking shows delivered but customer hasn’t received:

“Sometimes carriers mark deliveries early. Please give it 3 more business days. If it’s still not there, reach back out and we’ll investigate with the carrier.”

If shipped but stuck in transit > 7 days:

“It looks like there’s been a delay with the carrier. We’ll investigate — could you give me your address so I can verify it’s correct?”

Not shipped yet

Non-custom (stock) order

“Most non-custom orders ship in 1–2 business days. I expect this to go out by tomorrow. Is there anything else I can help you with?”

Custom / prescription order

“Custom lenses are handmade to order in our ITFIT lab, and can take up to 10 business days to ship, particularly for complex prescriptions. Thanks for your patience — this should be on its way shortly!”

Custom order taking longer than 10 business days

“Thanks for choosing Lucyd. Our lab is experiencing a slight delay due to a backlog of orders, but we expect this to ship in the next few days. Thanks for your patience.”

After the call: tag Manuel Carreras on the order timeline asking if there’s an issue holding it up. Often a missing PD or Rx is the cause.

Stock order older than 3 business days

After the call: tag Manuel Carreras on the order timeline asking if there’s something holding up the order.

Customer asks for an upgrade to shipping

We don’t generally upgrade shipping for free, but Alex may approve case-by-case for:

• Repeat customers
• Long-delayed orders that are our fault
• Replacement orders for defective units

If you want to offer free expedited shipping, escalate to Alex first.

After the call

• Document in the Shopify order timeline: when you called, what you told the customer, any follow-up promised.
• If you escalated to Manuel for a stuck order: set a reminder to check back in 24 hours.

See also: Answering script · Order changes · Shipping timelines (public)