June 18, 2023
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eCommerce WISMO: Solving the Mystery of Missing Orders

Mastering the WISMO Challenge: Reduce the Number of “Where is My Missing Order” Calls

Are you tired of “Where is my missing order” calls? You’re not alone. Many businesses face the WISMO challenge. But don’t worry! We have some great tips to help you reduce these calls.

Customers want their orders fast and on time. When orders are late, your buyers get upset. They call your customer service team, which takes time and money. It also affects your reputation.

In this article, we will teach you how to master the WISMO challenge. You’ll learn how to reduce the number of missing order calls. Your customers will be happier, and your business will run smoother. Keep reading to find out our top tips for success.

What is WISMO

WISMO stands for “Where Is My Order?” It’s a common question customers ask when they’re waiting for their packages. When orders don’t arrive on time, people get worried. They want to know what happened to their items.

WISMO challenges happen when businesses struggle to deliver orders on time or keep customers informed. This leads to more calls and emails from worried customers. It can put pressure on customer service teams and cause extra work for them. Even if you use a chatbot, WISMO is still one of the most common questions customers will ask.

IMG-1 eCommerce WISMO Solving the Mystery of Missing Orders

To avoid WISMO issues, businesses need to focus on efficient shipping, eCommerce order tracking, and communication. By improving these areas, customers will feel more confident about their orders. They won’t need to ask, “Where is my order?” as often. This makes everyone happy and helps the business run smoothly.

How Does WISMO Affect eCommerce

Let’s dive into the key reasons why WISMO is vital in the eCommerce space. We’ll also provide best practices and strategies for overcoming WISMO challenges in each area we cover.

Managing Customer Expectations: The Role of WISMO in eCommerce

Customers expect their orders to arrive on time. When they don’t, WISMO questions arise. To manage WISMO effectively, businesses need to:

  • Provide clear shipping information
  • Send delivery updates
  • Offer easy order tracking

By doing these things, customers know what to expect. This helps minimize WISMO issues.

The Impact of WISMO on Customer Retention in eCommerce

WISMO affects how likely customers are to return. If they have a bad experience, they might not shop again. To keep customers coming back, businesses should:

  • Improve shipping processes
  • Respond quickly to WISMO inquiries
  • Fix any mistakes or delays promptly

Taking these steps will help keep customers happy. They’ll be more likely to shop with you again.

Building Trust with Customers: Why WISMO Matters in eCommerce

Trust is important in eCommerce. Customers want to feel confident when shopping online. WISMO can affect this trust. To build trust with customers, businesses should:

  • Be transparent about shipping times
  • Communicate any changes or delays
  • Offer excellent customer service

When customers trust your business, they’re less likely to worry about their orders. This means fewer WISMO questions and a better shopping experience.

Understanding the Four Major Causes of WISMO in Today’s World

  1. Delivery Uncertainty

Delivery uncertainty makes people worry about their packages. It happens when delivery times are unclear. Bad weather, traffic, or other delays can cause this problem. To fix it, businesses should give accurate shipping times and update customers on changes.

  1. Lack of Proper Tracking

Customers want to know where their orders are. If they can’t track them, they might ask, “Where is my order?” Good tracking systems are important for businesses. They should give customers updates and let them track their packages in real-time. TrackMage is an easy-to-use tool that helps reduce WISMO questions. More on that at the end of this post.

  1. Demand for Necessities

Sometimes, people need items right away. For example, during the COVID-19 pandemic, many needed essential items quickly. High demand can cause stock shortages and slow shipping. This makes customers wait longer for their orders. To fix this, you should watch inventory levels, talk to suppliers, and tell customers about possible delays.

  1. Package Theft
IMG-2 eCommerce WISMO Solving the Mystery of Missing Orders

Package theft is another cause of WISMO. When someone steals a package, the customer wonders where it is. You can help by offering secure delivery options. This includes getting a signature when the package is delivered or using lockers for pick-up. Customers should also report stolen packages so businesses can take action and try to prevent future thefts.

Happy Customers, Happy Business: 6 Ways to Reduce WISMO

  1. Proactive Multi-Channel Post-Purchase Communication

To keep customers happy, businesses should communicate using different channels. This means sending messages through notification email templates, text, or social media. By doing this, customers know what’s happening with their orders. They’re less likely to ask, “Where is my order?” and more likely to feel satisfied.

  1. Communicate Delivery Delays at Checkout

Sometimes there are delays in shipping. It’s important to tell customers about this early. You should inform customers of any delays at checkout. This way, they know what to expect and can plan accordingly. Being honest and upfront helps build trust with customers.

  1. Keep Shipping Status Up-to-Date

Customers like to know where their packages are. To reduce WISMO, businesses should keep shipping statuses current. This means updating tracking information as soon as it’s available. When customers can see their package’s progress, they worry less and feel more at ease.

  1. Set up Peak/Pandemic FAQ Page

During busy times or crises, customers may have many questions. To help them, you should create an FAQ page. This page should answer common questions about shipping and delivery. It’s a helpful resource for customers and can reduce the need for them to contact support.

  1. Direct Support Traffic to Other Channels

Sometimes, the customer support team gets too busy. To help them, you can direct customers to other support channels. This might include chatbots, email, or social media. By offering different ways to get help, customers can find answers faster. This makes them happier and reduces WISMO.

  1. Measure Satisfaction Using NPS

The Net Promoter Score (NPS) is a tool that measures customer satisfaction. Businesses can use NPS to see how happy customers are with their service. By tracking NPS, you can find areas where you need to improve. This helps reduce WISMO and keep customers happy in the long run.


WISMO calls are customer inquiries asking, “Where is my order?” These calls happen when customers are unsure about the status of their packages. Any of the four problems we covered above could be the cause. Reducing WISMO calls is important to keep customers happy and maintain a good relationship with them.

Enhancing Customer Support: Leveraging WISMO Calls for eCommerce

IMG-3 eCommerce WISMO Solving the Mystery of Missing Orders

Below are smart ways to make these WISMO calls work for you!

  1. Get helpful feedback: Learn from WISMO calls. They can show you how to make your delivery process better.
  1. Better customer service: Teach your support team to handle WISMO calls well. This can lead to happy customers and more sales.
  1. Encourage self-help: Tell customers about tools like tracking pages or chatbots. This helps them find answers on their own.
  1. Improve communication: Look at WISMO calls to see common problems. Update how you talk to customers after they buy things.
  1. Upsell and cross-sell: When customers call, tell them about other items they might like. This can increase sales and make them happier. Check out our recent post on the differences between upsell and cross-sell.
  1. Work with suppliers: Share what you learn from WISMO calls with your suppliers. This helps them fix issues in their process.
  1. Find trends: Keep track of WISMO call data. Look for patterns that can help you prevent future problems.

The Power of Voice: Improving Customer Experience with WISMO Calls

The following are ways to improve WISMO calls’ customer experience:

  1. Quick response: Answer WISMO calls fast. Customers like it when they don’t have to wait long for help.
  1. Friendly service: Make sure your support team is kind and patient. A good attitude can turn a worried customer into a happy one.
  1. Clear updates: Give customers easy-to-understand updates about their orders. This helps them know when to expect their package.
  1. Offer solutions: If there’s a problem with the order, offer ways to fix it. This shows that you care about making things right.
  1. Listen well: Pay attention to what the customer says. This helps you understand their problem and find the best solution.
  1. Follow up: Check in with the customer after the call. Make sure their issue is resolved and they’re happy with the outcome.
  1. Learn from feedback: Use what you learn from WISMO calls to improve your business. Make changes that will make customers even happier in the future.

From Frustration to Satisfaction: Resolving Order Issues with WISMO Calls

Here is a step-by-step guide to resolving issues with WISMO calls.

Step 1: Pick up the phone quickly to show customers you’re ready to help them.

Step 2: Let the customer explain their issue. Pay attention to what they say so you understand the problem.

Step 3: If you need more information, ask questions. This helps you find out exactly what’s wrong.

Step 4: Look up the customer’s order in your system. See if there are any issues or delays on your end.

Step 5: Based on what you find, suggest ways to fix the problem. This could be resending the item, giving a refund, or offering a discount.

Step 6: Make sure the customer agrees with your solution. If not, work together to find a better option.

Step 7: Put the agreed-upon plan into action. Update the customer’s order and make any needed changes.

Step 8: After the issue is resolved, contact the customer again. Check if they’re happy with how things were handled.


A WISMO app is a software application designed to help customers track their orders and answer the question, “Where is my order?” It provides customers with updates on shipment status and when items will arrive. Using a WISMO app makes customers happy because they don’t need to call for help.

The key features of a WISMO app include the following:

  • Order tracking: Customers can see where their orders are and when they’ll arrive.
  • Real-time updates: The app shows the latest info on shipping and delivery.
  • Easy-to-use interface: The app is simple and user-friendly, so it’s easy to find what you need.
  • Push notifications: Customers get alerts about important updates on their orders.
  • FAQs and help: The app has answers to common questions, helping customers solve issues themselves.
  • Multi-carrier support: The app works with different shipping companies, so customers can track all their orders in one place.
  • Order history: Customers can see their past orders and check their details.

Reduce WISMO With TrackMage

Reducing WISMO (Where Is My Order) calls is a major challenge for retailers. TrackMage is a delivery tracking solution that helps reduce these calls by providing customers with clear shipping information, live updates, and automated communication. By using TrackMage, you can provide your customers with an improved tracking experience and boost customer loyalty.

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