Wix Order Tracking Chatbot for “Where Is My Order?” Questions

Automate the lookup, not the exception

WISMO questions are a good example of support work that can be separated into two parts.

The first part is predictable: identify the customer and check the current status.

The second part may require judgment: investigate a missing package, approve a refund, change an address, or decide what to do after a delivery exception.

Farnsla is designed to help with the predictable part while leaving business decisions with your team.

How Wix order tracking works with Farnsla

1. The customer opens the Farnsla widget on your Wix store.
2. They ask a question such as “Where is my order?”
3. Farnsla asks the customer to verify the email connected to the purchase.
4. After verification, Farnsla checks the available Wix store order information.
5. The customer receives current order status and available tracking details.
6. If the issue cannot be solved by a simple lookup, Farnsla can collect an email and preserve the transcript for human follow-up.

Why email verification matters

Order details are customer information. A chatbot should not reveal them simply because someone knows an order number or customer name.

Farnsla uses email verification before returning order information. This creates a safer self-service flow for routine status questions.

Use eCommerce mode for store-aware support

Farnsla for Wix provides separate assistant modes.

Use eCommerce mode when you want product recommendations, order questions, customer follow-up, and store knowledge.

Use General mode for non-store sites that should answer from a knowledge base without product or order tools.

For order tracking, the site should be configured in the eCommerce support flow.

Answer routine order questions without adding more tickets

Give Wix customers a faster self-service route for order status while keeping unusual delivery problems with your team.