WISMO (Where Is My Order)
The most common type of customer support ticket — customers asking about the status of their order.
Definition
WISMO tickets (Where Is My Order?) represent the single largest category of ecommerce support tickets for most Shopify brands — often 25–40% of total volume. They are almost entirely preventable through proactive shipping communication.
Why It Matters for Shopify Brands
Every WISMO ticket represents an ops failure: if the customer had to ask, proactive communication failed. Reducing WISMO tickets is the highest-leverage ops improvement for most Shopify brands.
Benchmarks
Brands with strong proactive shipping communication reduce WISMO tickets to under 10% of total ticket volume. Without proactive communication, WISMO can represent 40%+ of all tickets.
Need help improving your WISMO (Where Is My Order)?
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