Macha
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Alle Use Cases
Order Management

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.

Verwendete Integrationen
Shopify Shopify Zendesk Zendesk Slack Slack

So funktioniert's

Shopify
Trigger
Shopify Order Updated

Fulfillment is delayed beyond expected date

Macha
Macha
Shopify Detect delay

Order #1523 — expected delivery was March 3, still in transit

Macha
Macha
Zendesk Notify customer

Creating proactive update on Zendesk ticket

Macha
Macha

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.

Macha
Macha
Slack Alert team

Posted shipping delay alert to #ops channel

Trigger und Aktionen

Shopify Trigger

Order Updated

Shopify

Fulfillment is delayed beyond expected date

Shopify Aktion

Get Order

Shopify

Look up an order by ID or order number with full line items, fulfillment, and payment status.

Zendesk Aktion

Add Comment

Zendesk

Slack Aktion

Send Message

Slack

Send a message to any Slack channel or direct message conversation.

Verwandte 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.

Zendesk Shopify
Use Case ansehen

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.

Slack Shopify
Use Case ansehen

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.

Zendesk Shopify
Use Case ansehen

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