The chatbot that
“Where is my order?” is the question your team answers most. ovellan looks it up live in chat, the order status, tracking number and carrier ETA, verified by email so customers only see their own order, 24/7 and without a ticket.
✨ 7 days free on every plan · No credit card required- Live in 15 minutes
- EU-hosted
- No credit card required, cancel anytime
Works on the tools you already use
From question to answer in seconds
Connect your store
Link Shopify, WooCommerce or Magento so it can look up orders.
The customer asks
“Where is my order?” right in the chat, any time of day.
It verifies and looks up
Confirms their email, finds the order, and pulls the live status and carrier tracking.
Reassure and notify
It gives the ETA, and can alert the customer when the parcel is delivered.
Built around 'where is my order'
The questions that flood support, answered the moment a buyer asks.
Answers 'where is my order' instantly
A buyer gives their order number and email and gets the live status, carrier and tracking link back in seconds, so the single biggest ticket category never reaches your team.
Handles delays and delivery exceptions
When tracking stalls, a delivery fails or the address is wrong, it explains what the carrier shows, sets a realistic expectation, and escalates a genuinely lost parcel to a person instead of leaving the buyer guessing.
Sorts returns and refund status
'How do I return this' or 'where is my refund' is answered from your own returns policy and the live order, with the return window and the next step, so buyers stop chasing and your inbox stays clear.
Absorbs the peak
Through sales and the holiday rush it handles the repeat status checks around the clock, on your site and WhatsApp, in over 40 languages, so a spike in orders doesn't become a spike in headcount.
Frequently asked questions
How does it look up an order status?
A buyer gives their order number and the email or postcode on the order, and it reads the live order and tracking to return the current status, carrier and a tracking link, right there in the chat. It works around the clock on your website and WhatsApp, so the answer arrives in seconds instead of a support queue.
Can it proactively send shipping updates?
Its strength is answering the instant a buyer asks, on your site or over WhatsApp, which is exactly when they want the update. It can also send order updates as reminders over WhatsApp, and every reply carries the live tracking link so buyers can follow the parcel themselves without opening another ticket.
Can it handle delays, failed deliveries and lost parcels?
Yes. It reads what the carrier's tracking shows, explains it in plain language and sets a realistic expectation, and when a parcel is genuinely stuck, lost or returned to sender it hands the case to your team with the order details attached. Buyers get a straight answer instead of silence, and only the real problems reach a human.
Will it invent a delivery date or guess where my parcel is?
No. It answers only from your own store info and the live order and shows the source, so it reports the real tracking status rather than a hopeful ETA. If it can't confirm something it says so and passes the buyer to your team, instead of making up a date.
Can it handle returns and refund status?
Yes. It answers return questions from your own returns policy, gives the return window and the next step, and reads the live order to tell a buyer where their refund or return stands. Anything outside policy, like a damaged item or a dispute, is routed to your team.
Does it connect to our shop, and do we need a developer?
It reads live orders and tracking from your shop, and where a direct connection isn't available it captures the request as a lead or points the buyer to their order page so your team can follow up. No developer needed: add your store info, set the name and colours, and paste one snippet. Most stores are live within 15 minutes.
Can customers still reach a human?
Always. Website chat, WhatsApp, email and Instagram land in one shared inbox, and it hands over to your team the moment a buyer needs a person, with the order and conversation already attached.
What languages does it speak?
Over 40, automatically. It detects the buyer's language and answers in it, so an international order gets a clear tracking update even if your store info is in one language.
Is order and customer data safe and GDPR compliant?
Your data is hosted in Germany and never leaves the EU, everything runs over encrypted HTTPS, and you can export or delete it any time. A signed DPA is available to download.
What does it cost?
Start a 7-day free trial and you are live in minutes; Starter needs no card. Pricing is per workspace, not per seat, so your whole support team is included.
Stop answering “where is my order?” by hand.
Let ovellan look up live order status and tracking in chat, 24/7. Free for 7 days, no credit card required.