E-commerce Order Help

• Someone opens your bot and sees a compact menu: track an order, change or cancel, return or refund, talk to support
• If the bot doesn't already know their order number, it asks for it
• The request is registered on the spot — the shopper gets a reference number and "request received" instead of silence
• Your orders team is notified immediately so a real person can check the actual status
• Change, cancel, and return requests are collected with the details staff need, and return requests show your return policy up front
• If they need more help, the bot collects the issue first, then opens a live support conversation — so staff see the context before they even reply

• Connect your Telegram bot: Settings → Bots → paste the token @BotFather gave you.
• To alert your fulfillment team about saved change, cancel, and return requests, tag those contacts with the "orders-team" tag on the Contacts page — the Notify orders team action messages everyone carrying that tag.
• Open Variables and set your support and return-policy links so the buttons in the bot point to your real pages.
• If you have an order system, connect it to replace the placeholder status lookup with real data.
• Press Deploy, then send your bot an order number to confirm the request gets registered and your team gets notified.

Good to know

• Out of the box, the bot doesn't guess at an order's status — it registers the request, marks it "received," and notifies your orders team so a person checks and replies. That's the honest default until you connect a real order system.
• Connect an HTTP integration or an installed ecommerce module afterwards to have the bot read and show real order status automatically — that's a setup step, it doesn't change how the conversation flows.
• Cancel, return, and change requests are routed to your team for confirmation rather than shown as done — nothing gets marked complete until a person has actually checked.
• Live support opens as a real conversation inside your workspace, with the order number and the shopper's issue already attached, so your team isn't starting from zero.
• Everything is editable afterwards in the visual editor — the menu wording, the questions asked, the return policy link, and which requests need a human are all plain settings, not code.

Common questions

• Should order status come from a live system, an installed ecommerce module, or your team checking manually for now?
• What should the bot ask for to identify a shopper — order number, email, phone, or their Telegram profile?
• Which actions should the bot offer: tracking only, delivery changes, cancellations, returns, refunds, or all of them?
• Where should the support and return-policy links point?

Keep in mind

• The bot won't show a made-up delivery status, ETA, or tracking link — until a real order system is connected, it tells shoppers their request is being checked, which is the honest version.
• Cancellations, refunds, and returns are never marked done automatically — they wait for a real status check or a team confirmation.
• The bot asks for the order number first and only asks for more detail when it's actually needed, instead of front-loading every possible question.
• Different requests route to different places — tracking, changes, and returns don't all dump into one generic "contact us" message.