An online store owner told us that order questions after checkout were taking over their support. They ran a store on WooCommerce, and the same customers kept asking where their order was — by email, on the website chat, under the store's social posts. Each time someone on the team looked the order up and copied the status into a reply, while new shoppers on the same chat waited for answers about sizes and prices.
What they told us
The store's chat received two kinds of question that looked alike and were not. Before checkout, shoppers asked about products: price, size, stock, which one to choose. After checkout, customers asked about their own order. The first needed the catalogue. The second needed a private record that nobody else may see.
They asked for an assistant that could answer both from the store itself, and they were firm about two risks: a made-up "in stock" that leads to a refund, and order details shown to the wrong person.
How we approached it
The order question was the harder one, because it is about privacy before it is about convenience. We planned around these requirements:
- Product answers come from the store's live catalogue, and stock status appears only when the store states it. The assistant never writes its own availability claim.
- A signed-in shopper may see their own orders. Anyone else must prove the order is theirs.
- Order answers never include personal contact details, and a conversation that read an order is never reused.
- Setting it up on a WordPress store needs no code.
This work shipped across Gydr 3.5, 3.6 and 3.7.
How it works
Before checkout: the catalogue, as it is. The assistant searches the store's products and answers with the real price, link and card — a full price range for products with variants. "In stock" or "Sold out" appears only when the store says so.
After checkout: the order, privately. A signed-in shopper asking "where is my order?" sees their own recent orders. Anyone else is asked for the order number and the billing email, and only an exact match is answered. Order details never include the customer's address, phone number or email, and a conversation that read an order is never shown in anyone's past chats or used for memory.
Set up without code. On a WordPress site, the Gydr plugin adds the chat to every page and connects it to the logged-in customer.
Where it leaves the store
Customers asking about an order get its status from the order itself, and shoppers asking about a product get its real price and a card to tap. Questions the store's data cannot answer — a damaged parcel, a refund — still go to the team.
Frequently asked questions
Can a chatbot answer order questions after checkout?
On a WooCommerce store, yes. A signed-in shopper sees their own recent orders; anyone else gives the order number and billing email, and only an exact match is answered.
Does the chatbot share personal details from the order?
No. Order answers never include the address, phone number or email on the order.
Does it make up stock or delivery information?
No. Stock status appears only when your store says so, and order details come from the order itself.