Yes, with the right integration and feature access
Tidio Lyro can be a fit for Shopify stores that want to automate “Where is my order?” conversations. Its Get order status template retrieves order details and tracking links. The first step is checking availability: the help article lists Plus, Premium, and selected Lyro AI Agent subscribers as eligible for Action templates. Official template documentation, checked October 3, 2026.
Before choosing a subscription, confirm that your account can use the template, that it connects to the correct Shopify store, and that the customer-verification process suits your workflow.
If you are still setting up the chat widget, start with our Tidio getting-started guide. This article focuses on order lookups rather than the full installation.
Shipping FAQs and order lookups need different information
A shipping policy explains the usual process; an order lookup tells a customer what is happening with their purchase. “How long does dispatch take?” and “Has my order shipped?” sound similar, but they need different sources.
Lyro Actions can exchange information with other systems through APIs—the connections software uses to pass data and requests between services. This lets Lyro use information retrieved during a conversation alongside the support content you provide. Lyro Actions documentation, checked October 3, 2026.
To prepare, sort a few recent shipping questions into two groups. Put general questions about shipping days or delivery regions in one group. Put questions about specific purchases in the other. This helps you decide when the bot should ask for order details and when it can simply explain the policy.
Also decide how to handle requests for a guaranteed arrival date. A shipment update may answer where a parcel is in the process without giving your store a basis to promise delivery by Friday. Give your team a clear route for questions that need further investigation.
Check the ongoing subscription as well as the trial
Tidio offers a seven-day trial without a credit card. Accounts move to the Free plan afterward unless you select a paid subscription. Its pricing separates products and allowances, including Customer Service, Lyro AI Agent, and Flows. Tidio pricing, checked October 3, 2026.
For this use case, ask about the Get order status Action by name. Confirm access during your trial and the subscription needed to keep it afterward. That is more useful than asking whether a plan broadly “includes AI.”
The AI conversation allowance also matters. Tidio describes the free allocation of 50 Lyro conversations as a one-time allowance. Do not budget on the assumption that it replenishes every month. Lyro allowance rules, checked October 3, 2026.
Use your own support history to estimate the workload. Order volume is a different measure from order-related conversations. Look at a normal period and a promotion period, then discuss the allowance that fits the requests you want Lyro to handle. Our Tidio pricing guide explains the broader plan structure.
Connect the store and review the lookup details
Open Lyro AI Agent → Behavior → Actions & MCPs, select the order-status template under Actions, verify the Shopify connection, and test before enabling it. The template asks for the customer's email and order ID. It also uses a zip code by default, with other verification settings available. Official setup guide
Start by checking the order-number format in the confirmation email your customers receive. Your internal team may use a different reference. Make the request easy for a shopper to follow without asking them to guess which number you mean.
Use a test order and compare the answer with the store's order record. Check the items, shipping state, and tracking destination that the reply presents. If you run more than one store, verify that the Tidio project and the test order belong to the same one.
Have someone who handles customer messages read the result as well. A technically correct response can still be confusing if it does not explain where the tracking link leads or what the customer should do next.
Decide whether you actually need a custom Action
For a straightforward Shopify lookup, check the provided template first. A custom Action becomes more relevant when the information lives in a warehouse system or another service outside that standard workflow.
Tidio describes custom API work as a feature for advanced users or developers. What it can do depends on the connected system and how the Action is configured. Official Actions guide
You can write the requirements in plain language before involving a developer: retrieve the shipment state, ask for corrected details if the order cannot be found, and route address-change requests to a teammate. Those statements help define the scope without making the setup more complex than it needs to be.
Keep order lookup and order changes as separate rollout decisions. Once the lookup works as intended, you have a clearer basis for deciding which additional tasks would help your team.
Run five useful trial checks
Test missing or incorrect information alongside successful lookups. The following scenarios are suggested checks for your store:
- Look up a shipped order and verify that the tracking destination matches it.
- Look up an unshipped order and check that the reply does not imply dispatch is complete.
- Enter an incorrect order number and check whether the next step is clear.
- Supply details that do not match and check that another customer's information is not disclosed.
- Ask to change a delivery address and check the route to the person handling that request.
When an order cannot be found, think through the possibilities before choosing the customer-facing message. They may have mistyped a reference, used another email address, or bought from a different storefront. Give them a way to reach support if repeating the lookup will not help.
Compare the response with Shopify's order record. The wording need not be identical, but it should leave the customer with the same understanding of the situation. Pay particular attention to terms such as processed, shipped, and delivered.
Keep a short note of the expected result for each test order. It will help the next teammate check the workflow after a configuration change.
Common questions before signing up
Use the trial to match the feature to a specific support job. These questions help keep that job clear.
Will importing a shipping page enable individual order lookups?
A shipping page supplies general policy information. Prepare the store connection and customer-verification flow for questions about a particular purchase.
Does an order-status lookup also handle refunds or cancellations?
Treat those as separate requirements. Define the approval rules, permissions, and customer confirmation needed for each task before adding it to your workflow. Start with retrieving the order's current state.
What should I do next?
Prepare a test order and start Tidio's seven-day trial. Check Get order status availability and the ongoing subscription requirements, then run the five scenarios above. That gives you a practical basis for choosing which order questions to hand over to Lyro.
