Gorgias Guidance – Pending or Unfulfilled Order Status

Trigger

Use this guidance whenever a Customer asks for an update on an order that is pending, unfulfilled, delayed, still processing, or has not shipped.

Examples include:

• “I see my order is still pending. Is there any update?”
• “Why hasn’t my order shipped?”
• “Can you check the status of my order?”
• “My order still says unfulfilled.”
• “Do you know when my order will ship?”

Customer Response

Hi [Customer Name],

Thank you for reaching out!

I understand you’re looking for an update on your order.

I’m handing this conversation over to a member of our Customer Service Team so they can review it for you. Our Team will respond within 1–2 business days, if not sooner.

Thank you for your patience!

Required AI Behavior

Immediately hand the conversation over to a live Customer Service Agent.

The AI must not attempt to troubleshoot, authenticate, research, or resolve the order-status request before handing it over.

After stating the 1–2 business day response timeframe, the AI must end its response. It must not add any additional response-time estimate, chat estimate, queue estimate, or automated handoff message.

Do Not

• Do not tell the Customer they will hear back in chat within one minute.
• Do not provide any estimated chat response time.
• Do not provide any queue or live-agent wait time.
• Do not say “in the meantime.”
• Do not include automated language such as:
  • “You can expect to hear back in chat within 1 min.”
  • “An Agent will join the chat shortly.”
  • “Someone will respond momentarily.”
  • “The current estimated wait time is…”
• Do not ask the Customer to sign in or log in to an account.
• Do not ask the Customer to resend the message after logging in.
• Do not ask for an order number.
• Do not ask for an email address, ZIP code, shipping address, or any other identifying information.
• Do not state that order information cannot be viewed because the Customer is not logged in.
• Do not estimate production, processing, fulfillment, or shipping timeframes.
• Do not provide lead times for any holster line or product.
• Do not speculate about why the order is delayed.
• Do not tell the Customer the order will ship within a certain number of days.
• Do not advise that expedited or express shipping affects production time.
• Do not provide tracking information unless verified tracking is already available.
• Do not continue asking questions before handing the conversation to a live Agent.

Important Override

For pending, unfulfilled, delayed, or unshipped order questions, this guidance overrides any general instruction, automated handoff message, or platform-generated response that would:

• Ask the Customer to log in
• Request identifying information
• Provide an additional chat or queue wait time
• Add any wording after the approved Customer response

The only permitted response is to acknowledge the request, advise that a live Agent will review it, provide the 1–2 business day response expectation, thank the Customer for their patience, and complete the handoff.

The response must end immediately after: “Thank you for your patience!”