# Where Is My Order, Answered Without A Ticket

_Status, ETA, and shipment updates pulled from carrier APIs in real time._

The Customer Support Team is a team of AI Employees on [Sistava](/en).

Order-status questions are 30% of ecommerce support volume. We pull from your carrier APIs (UPS, FedEx, USPS, DHL, regional), give the real-time status, the ETA, and the next milestone, all without a human touching the ticket.

Volume drops because customers self-serve in chat or via the help center. Agents focus on real issues, not tracking-number lookups.

## What you get

- Real-time carrier status across all major carriers
- ETA and next milestone surfaced clearly
- Self-serve via chat widget or help center
- Late-shipment alerts sent before the customer asks

## How it works

1. **Look up the order:** Order ID, email, phone, or last-name match.
2. **Pull carrier status:** UPS, FedEx, USPS, DHL, regional carriers, all in one view.
3. **Reply with the status:** Plain language: where it is, when it arrives, what to expect next.

## FAQ

### Which carriers?

UPS, FedEx, USPS, DHL, Royal Mail, Canada Post, Australia Post, plus most regional carriers.

### What if a package is late?

Proactive alert sent before the customer asks. Apology, ETA update, and option to reroute.

### Can it issue replacements?

On rules you set: lost package, damaged delivery, etc. Otherwise routes to a human.

## Related

- [Billing Tickets Closed Without A Human Touch](/en/teams/customer-support/billing-resolver)
- [Refunds Processed Same Hour, Within Policy](/en/teams/customer-support/refund-handler)
- [A Real Reply In Minutes, Not Hours](/en/teams/customer-support/first-response)