Order status is the #1 inbound support request at e-commerce brands. DMHub connects to your Shopify, WooCommerce, or OMS and fires proactive WhatsApp updates at every order milestone — confirmed, shipped, out for delivery, delivered — before the customer even thinks to ask.
"Where's my order?" accounts for 30–40% of support volume at most e-commerce brands — entirely preventable
Customers check tracking links 4–6 times per order on average, creating unnecessary anxiety about their purchase
Shipping confirmation emails are opened by 60% of customers — 4 in 10 never know their order shipped
Delivery exceptions (delays, failed delivery attempts) aren't communicated until customers complain
Returns and exchanges require customers to hunt for a phone number or email address they never receive proactively
DMHub listens to order webhooks and fires a WhatsApp message at each milestone: order confirmed, payment captured, shipped (with tracking link), out for delivery, and delivered. All within 60 seconds of each event.
When a carrier reports a delay, failed delivery attempt, or package held at facility, DMHub proactively notifies the customer with the reason and next steps — before they contact support.
The post-delivery WhatsApp message includes a satisfaction check and a "Return / Exchange" button. Customers initiate returns in seconds, generating a return label without agent involvement.
Two hours after delivery confirmation, DMHub sends a review request via the same WhatsApp thread. Conversion rate from order-update thread to Google review averages 22%.
Confirmed → Payment captured → Shipped → Out for delivery → Delivered. Each milestone fires a WhatsApp within 60 seconds of the carrier or OMS event.
Shipping notification includes a deep link to the carrier's tracking page for that specific shipment. No order number lookup required.
Delay, failed delivery, or held package triggers a proactive WhatsApp. Resolves the issue before the customer contacts support.
Post-delivery message includes a return button. Customers initiate the process in one tap — return label generated and emailed automatically.
Timed 2-hour post-delivery review request within the same thread. 22% conversion from delivery confirmation to Google review posted.
Native integrations with Shopify, WooCommerce, BigCommerce, and most OMS platforms. Carrier integrations include UPS, FedEx, USPS, DHL, and Aftership.
Representative examples — not verified customer endorsements
“"Where's my order?" was 38% of our chat support volume. After turning on proactive WhatsApp updates, it dropped to under 5%. Support costs fell by a third.”
Omar S.
The Gadget Den, Austin
“Customers leave reviews in the same WhatsApp thread we used to update them on shipping. It feels natural, not like a survey. Our Google review count tripled.”
Dana R.
Coastal Threads, Charleston
“The delivery exception alert is a game-changer. We notify customers about delays before they even notice, and they thank us for it instead of getting angry.”
Amanda V.
Little Luxe Boutique, Nashville
FAQ
E-commerce: Shopify, WooCommerce, BigCommerce, Magento, and any platform with a webhook-based order system. Carriers: UPS, FedEx, USPS, DHL, Royal Mail, Canada Post, and 150+ carriers via Aftership integration. Custom OMS platforms are supported via REST API.
DMHub falls back to SMS for customers without a WhatsApp account at the same phone number. You can also configure an email fallback for customers who opt in to email but not WhatsApp. The fallback chain is configurable per business.
Yes. Each milestone has its own message template. You can customize the copy, include your brand voice, add product photos, and configure which milestones trigger messages. Some businesses skip the "payment captured" message for simplicity; others include an upsell in the shipping confirmation.
When a customer taps "Return / Exchange" in the post-delivery message, DMHub asks for the reason (from a quick multiple-choice list) and the item(s) to return. If the return is within policy, it generates a return label via your returns management system (Loop, Returnly, native Shopify returns) and sends it to the customer. Out-of-policy returns escalate to a support agent.
Yes. Order milestone messages are sent in the customer's preferred language (47 supported). Shipping and tracking information adapts to international carrier formats. Carrier integrations cover most major global and regional carriers.
Your first 100 conversations are free. No credit card. No complicated setup.
Set up order updates in 10 minutes — free