Instant calling or a bulk campaign
AI Order Status Calls: Where Is My Order, Answered
Order status calls with an AI voice agent work in both directions: the agent answers inbound 'where is my order' calls by looking the order up and reading out its status, and it calls customers proactively when an order is delayed or out for delivery. Outpero connects to your order data through a custom API or a live spreadsheet, speaks the customer's language, and logs every call with recording, transcript and outcome.
* Time from the lead reaching Outpero to the first ring, under normal conditions. It depends on how quickly your lead source delivers the lead.
At a glance
AI Order Status Calls: Where Is My Order, Answered: the short version
| How it works here | |
|---|---|
| How it starts | Runs on a trigger or on a list, depending on the job |
| Languages | Hindi, Telugu, Tamil, Marathi, Kannada, Malayalam and English |
| It captures | Order ID, Status read out to the customer, Issue raised (delay, damage, wrong item, address change), Change or cancellation requested |
| You measure it by | share of order status calls resolved without a human agent, and repeat calls per order |
| Cost | No setup fee · from ₹5/min · number ₹649/month · Prices exclude 18% GST |
Why order status calls breaks when people do it
For D2C brands, distributors, pharmacies and furniture retailers, 'where is my order' is the most common support call and the most repetitive: find the order, open the courier panel, read out a status. Support staff spend their shift on lookups while complaints and returns wait. Customers who cannot get through raise a dispute, refuse the COD parcel or complain on social media, and a delay nobody explained turns a two-day slip into a cancelled order and a return-to-origin cost.
Step by step
How it works
- 01Connect order data: a custom API on your order system or courier aggregator, or a Google Sheet the agent reads live during the call.
- 02Inbound: the agent answers, asks for the order ID or registered mobile number, looks the order up and reads out its status, courier and expected delivery date.
- 03If the customer wants to change the address or delivery slot, or cancel, it captures the request and flags it for your team, or writes it straight to the sheet if you allow that.
- 04Outbound: upload a CSV of delayed or out-for-delivery orders as a bulk campaign, and the agent calls each customer to explain the status and confirm they will be available to receive it.
- 05Where no reply is needed, such as a plain 'your order has shipped' notice, a voice broadcast plays one recorded message to the whole list at a lower rate than AI minutes.
- 06Every AI call ends with a summary, sentiment and captured fields in the dashboard and webhook, so complaints and change requests reach the right person.
Hear how a call goes
A sample order status calls call
An inbound where-is-my-order call to a furniture D2C brand; the caller gives an order ID that is not found. · Runs in Hindi with English words; shown here in English.
- Outpero AIHello, this is the AI assistant of Woodnest Furniture. Please tell me your order ID or the mobile number you used for the order, and I will check where your parcel is.
- CallerOrder ID is WN 4471920.
- Outpero AII could not find an order with that number. It may be a small mistake in one digit. Could you give me the mobile number you used while ordering?
- CallerSure, 98 one, 23, 45678.
- Outpero AIThank you. I found it, the order is WN 4471209, a three-seater sofa for Mrs. Anjali Verma. It has left our Gurugram warehouse and is with the courier partner, and the expected delivery is the day after tomorrow.
- CallerThe day after tomorrow? It was supposed to come yesterday. And I want the delivery at my office address now, I will not be at home.
- Outpero AII am sorry about the delay. I can see the revised date, but I cannot change the delivery address myself. I will record your request for the office address and mark it urgent for the support team. Can you give me the new address and a contact number there?
- CallerTower B, Cyber Hub, Gurugram, ask for Anjali. Same number.
- Outpero AINoted: Tower B, Cyber Hub, ask for Anjali, same mobile number. The support team will confirm whether the change is possible before the courier dispatches, and will call you today.
- CallerOkay, I will wait for the call.
Fields captured: order ID corrected from mobile lookup, status read out (with courier, delayed, expected in two days), address change requested to Cyber Hub, flagged urgent with sentiment noted as frustrated. Change request sent to the support team by webhook; no address was changed by the agent.
An example written to show the shape of the call, not a recording or a customer result.
What it captures on every call
Measured on: share of order status calls resolved without a human agent, and repeat calls per order.
Connect it
How the trigger reaches Outpero
| Where it comes from | How it gets to the agent |
|---|---|
| Custom API on your order system | The agent calls your order API during the call to look up status, courier and expected date by order ID or mobile. |
| Google Sheet read live | If you have no API, keep a sheet of orders and let the agent read the matching row while the customer is on the line. |
| Courier aggregator data | Sync courier tracking updates into your order system or sheet so the agent reads current status, not yesterday's. |
| Bulk campaign for delayed orders | Upload a CSV of delayed or out-for-delivery orders so the agent calls each customer proactively and confirms availability. |
| Support handoff by webhook | Address changes, cancellations and complaints are captured and posted to your webhook for the support team to action. |
Results go back out the same way: a webhook you provide, or a live spreadsheet or API call mid-call. WhatsApp messages and calendar bookings are opt-in per employee.
Opening line
How it opens the call
नमस्ते, अपना order ID या registered mobile number बता दीजिए — मैं अभी check करके बताती हूँ कि आपका parcel कहाँ तक पहुँचा है।
“Hello, please tell me your order ID or registered mobile number — I will check right now and tell you where your parcel has reached.”
The same call runs in Hindi, Telugu, Tamil, Marathi, Kannada, Malayalam and English.
Price it
What order status calls would cost you
Estimate: order status calls
Defaults are an example for order status calls, not a promise. Change any number to match your business.
Calls that actually connect — unanswered calls are not billed.
1 channel is included with your number; each extra is ₹649/month.
- Talk time per month
- 2,496 min
- Calling (₹5/min)
- ₹12,480
- Number + 2 channels
- ₹1,298
- Subtotal
- ₹13,778
- GST (18%)
- ₹2,480
About ₹7 per connected call before GST.
Run it well
What to track — and what goes wrong
| Track | How to read it |
|---|---|
| Status calls handled without a human | Compare against total where-is-my-order contacts to see how much of this routine load the agent absorbs. |
| Lookup failures | Track calls where no order was found; many failures mean customers get IDs wrong or your data lags behind. |
| Change and cancellation requests flagged | Check how quickly your team acts on these; a fast reply matters more to the customer than the call itself. |
| Sentiment on delayed-order calls | Read negative sentiment against specific couriers or routes to find where delays are hurting your customers. |
- !Reading stale tracking data because the courier feed is not synced into the sheet or API the agent uses.
- !Allowing the agent to change addresses or cancel without any approval from your team.
- !Not offering a way to look up by mobile number when the customer does not have the order ID.
- !Using a broadcast for delayed orders when the customer needs to ask a question.
It cannot fix a delivery that is physically stuck, and it is not a refund or dispute desk. Those need your support team to decide; the agent reports status and passes on the request.
Questions people ask
How does the AI know where an order is?
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It looks the order up during the call, either through a custom API on your order management system or courier aggregator, or by reading a Google Sheet that your team or an automation keeps updated. The agent reads out only what the data says. If an order is not found or the status looks stale, it says so, captures the details and flags the order for your team.
Can the AI cancel orders or issue refunds?
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It can capture a cancellation or refund request and flag it, which is what most brands prefer. If your system exposes a cancellation endpoint and you are comfortable with it, the agent can call that API for orders that have not shipped. Refunds, damaged-item claims and disputes are best left to your team, with the transcript and recording already attached when they pick it up.
Should shipping updates be AI calls or a voice broadcast?
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Use a broadcast when the customer only needs to hear something, such as 'your order has shipped' or 'deliveries are delayed by a day due to the bandh'. Use an AI bulk campaign when you need an answer back: will they be home, is the address right, do they still want the COD order. The second costs more per minute but prevents failed deliveries.
Will it work with our courier aggregator?
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If your aggregator or order system offers an API that returns status for an order ID or phone number, the agent can call it through the custom API option. If not, a simple route is an export or automation into a Google Sheet that the agent reads live. Test with a handful of real order IDs before publishing the number to customers.
What does an order status call cost?
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A one-minute lookup costs ₹5 on Standard or ₹6.8 on Premium, charged on connected talk time from prepaid credits. There is no setup fee and no monthly base fee. A dedicated number for inbound calls is ₹649/month. Broadcast shipping notices are billed at a lower rate than AI conversation minutes.
How much does an AI voice agent for order status calls cost?
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Outpero has no setup fee and no monthly base fee — you pay only for connected talk time, from ₹5 per minute (1 credit = ₹1, credits never expire), plus ₹649/month for a dedicated calling number. You pay only for the minutes the agent is actually talking. Prices exclude 18% GST.
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