Use case
Order status questions, answered and verified
Updated by the SayMaya team
The short answer
SayMaya answers "where is my order?" in the storefront chat from your live Shopify order data, but only after the shopper gives an order number and the email that matches it. No match, no order details. Anything that changes the order, like a refund, cancellation or new address, goes to your team inbox.
Why automate order status questions?
They are the same question asked many times a day, and the answer already sits in your Shopify admin. Each one a person answers by hand means opening the order, reading the status and typing it back. An AI that looks it up in seconds frees your team for the chats that need judgment.
How does a verified lookup work?
The chat asks for two things the real buyer knows, then checks both against your store:
- The shopper types an order number, for example #1001
- The chat asks for the email used on that order
- SayMaya checks that the number and email belong to the same order in your store
- On a match, it replies with that order's status from your live data
- Without a match, it says it could not find the order and shares nothing about it
Why ask for the email as well?
Order numbers are short and often sequential, so they are easy to guess. Requiring the matching email means a stranger who tries #1002 learns nothing. It also means the shopper does not need to sign in to an account first.
What does the AI not do with orders?
It never changes them. Refunds, cancellations, address changes and anything else that moves money or edits an order go to your team inbox with the full chat, and your team gets an email. Your team then makes the change in Shopify as usual.
The AI never issues refunds or changes orders. Those decisions stay with your team.
Can I turn order lookups off?
Yes. In Settings you choose which data the assistant may use: products, inventory, orders, policies and discounts. Switch orders off and the AI stops answering order questions; those chats go to your team instead.
What does it cost?
Order lookups are part of every plan, including Free. Plans: Free (100 conversations, 50 by AI), Starter $29, Growth $99 and Pro $299 a month. A conversation counts once however many messages it has, and there are no overage charges.
