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The bot should authenticate the customer before displaying personally identifiable information, delivery addresses, payment information, or detailed order contents. A phone number alone is not always sufficient because a customer may use a shared device, a recycled number, or a number that is no longer under the original account holder’s control.

Order tracking is usually the easiest ecommerce support workflow to automate because the underlying status is structured. The bot does not need to guess. It can retrieve the latest event from the order management system, fulfillment platform, or carrier integration and explain it in plain language.

Return automation works best when the business converts its return policy into clear, testable decision rules. The bot can then collect the required information, evaluate eligibility, and create the appropriate next step.