Notify customers about shipping delays
When a shipping delay is detected in Shopify, Macha proactively creates a Zendesk ticket and sends the customer a personalized update — before they even ask.
Turns potential frustration into proactive communication, building customer trust.
How it works
Order Updated
Fulfillment is delayed beyond expected date
Detect delay
Order #1523 — expected delivery was March 3, still in transit
Notify customer
Creating proactive update on Zendesk ticket
Hi! We noticed your order #1523 is running a bit behind schedule. It's currently in transit and we expect it to arrive by March 6. We're sorry for the delay and are keeping an eye on it for you.
Alert team
Posted shipping delay alert to #ops channel
Triggers & Actions
Trigger
Order Updated
Shopify
Fulfillment is delayed beyond expected date
Action
Get Order
Shopify
Look up an order by ID or order number with full line items, fulfillment, and payment status.
Action
Add Comment
Zendesk
Post a public reply or internal note on any ticket with formatted text.
Action
Send Message
Slack
Send a message to any Slack channel or direct message conversation.
Related use cases
Auto-resolve order status inquiries
When a customer asks about their order status, Macha automatically looks up the order in Shopify, checks fulfillment and tracking details, and replies on the ticket — no agent needed.
Handle "where is my order" from Slack
When a team member asks about an order in Slack, Macha pulls up the order details from Shopify and replies in-thread with the full status — tracking, fulfillment, and delivery estimate.
Look up order details mid-conversation
While handling a ticket, your agent asks Macha to pull up order details from Shopify. Macha surfaces the order info right in the conversation so the agent can reference it in their reply.
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