Identify orders at risk of generating WISMO support tickets

Purpose

Generates a bulk report of orders most likely to generate "Where Is My Order?" (WISMO) support tickets — shipped orders whose tracking hasn't updated in N days, and unfulfilled orders sitting past a configurable SLA. According to industry research, WISMO accounts for ~18% of all incoming support requests, making proactive identification a direct ops capacity investment. Read-only. Replaces manual order-by-order admin scanning or helpdesk searches. The CSV output can be used to proactively contact customers before they contact you.

Prerequisites

• shopify auth login --store <domain>
• API scopes: read_orders

Parameters

Parameter	Type	Required	Default	Description
store	string	yes	—	Store domain (e.g., mystore.myshopify.com)
format	string	no	human	Output format: human or json
dry_run	bool	no	false	Preview operations without executing mutations
unfulfilled_sla_days	integer	no	3	Flag unfulfilled orders older than this many days
stale_tracking_days	integer	no	5	Flag shipped orders where the last fulfillment was created more than this many days ago (proxy for stale tracking)
limit	integer	no	250	Max orders per page

Workflow Steps

1. OPERATION: orders — query (unfulfilled at-risk) Inputs: first: <limit>, query: "fulfillment_status:unfulfilled created_at:<='<NOW minus unfulfilled_sla_days>'", sort by CREATED_AT ascending Expected output: Orders unfulfilled past SLA window with name, createdAt, customer, displayFulfillmentStatus; label as UNFULFILLED_OVERDUE

2. OPERATION: orders — query (shipped but potentially stale) Inputs: first: <limit>, query: "fulfillment_status:shipped updated_at:<='<NOW minus stale_tracking_days>'", sort by UPDATED_AT ascending Expected output: Shipped orders not updated recently with name, createdAt, fulfillments.createdAt, fulfillments.trackingInfo; label as SHIPPED_STALE_TRACKING

GraphQL Operations

# orders:query — validated against api_version 2025-01
query WismoOrders($first: Int!, $after: String, $query: String) {
  orders(first: $first, after: $after, query: $query, sortKey: CREATED_AT) {
    edges {
      node {
        id
        name
        createdAt
        updatedAt
        displayFulfillmentStatus
        displayFinancialStatus
        customer {
          id
          firstName
          lastName
          defaultEmailAddress {
            emailAddress
          }
        }
        shippingAddress {
          city
          province
          country
        }
        fulfillments {
          createdAt
          status
          trackingInfo {
            number
            url
            company
          }
        }
        totalPriceSet {
          shopMoney { amount currencyCode }
        }
      }
    }
    pageInfo {
      hasNextPage
      endCursor
    }
  }
}

Session Tracking

Claude MUST emit the following output at each stage. This is mandatory.

On start, emit:

╔══════════════════════════════════════════════╗
║  SKILL: wismo-bulk-status-report             ║
║  Store: <store domain>                       ║
║  Started: <YYYY-MM-DD HH:MM UTC>             ║
╚══════════════════════════════════════════════╝

After each step, emit:

[N/TOTAL] <QUERY|MUTATION>  <OperationName>
          → Params: <brief summary of key inputs>
          → Result: <count or outcome>

On completion, emit:

For format: human (default):

══════════════════════════════════════════════
OUTCOME SUMMARY
  Unfulfilled overdue orders:      <n>
  Shipped stale-tracking orders:   <n>
  Total at-risk orders:            <n>
  Errors:                          0
  Output:                          wismo-report-<YYYY-MM-DD>.csv
══════════════════════════════════════════════

For format: json, emit:

{
  "skill": "wismo-bulk-status-report",
  "store": "<domain>",
  "started_at": "<ISO8601>",
  "completed_at": "<ISO8601>",
  "dry_run": false,
  "steps": [
    { "step": 1, "operation": "WismoOrders", "type": "query", "params_summary": "fulfillment_status:unfulfilled, sla_days: <n>, limit: <n>", "result_summary": "<n> orders", "skipped": false },
    { "step": 2, "operation": "WismoOrders", "type": "query", "params_summary": "fulfillment_status:shipped, stale_days: <n>, limit: <n>", "result_summary": "<n> orders", "skipped": false }
  ],
  "outcome": {
    "unfulfilled_overdue_count": 0,
    "shipped_stale_count": 0,
    "total_at_risk": 0,
    "errors": 0,
    "output_file": "wismo-report-<YYYY-MM-DD>.csv"
  }
}

Output Format

CSV file wismo-report-<YYYY-MM-DD>.csv with columns: risk_type, order_name, customer_email, order_date, days_waiting, fulfillment_status, tracking_number, tracking_company, shipping_city, shipping_country.

Two sections in the CSV (separated by risk_type column value): UNFULFILLED_OVERDUE and SHIPPED_STALE_TRACKING. For human format, also shows a summary table before the CSV path.

Error Handling

Error	Cause	Recovery
No orders returned	All orders are within SLA / recently updated	Good news — no WISMO risk detected
Very large result set	High order volume or wide SLA window	Narrow date range or reduce unfulfilled_sla_days
customer is null	Guest checkout order	Order name and tracking still included — email column will be empty
Rate limit (429)	Many pages of orders	Reduce limit to 100

Best Practices

1. Run this report daily during your morning ops review alongside fulfillment-status-digest — together they cover both the ops queue and the customer-facing risk.
2. Sort the CSV by days_waiting descending to prioritize outreach to the most overdue orders first.
3. For UNFULFILLED_OVERDUE orders, forward to the fulfillment-status-digest skill to understand why they haven't been fulfilled and use order-hold-and-release if needed.
4. For SHIPPED_STALE_TRACKING orders, check if the carrier tracking URL shows movement — if it's genuinely stalled, proactive outreach reduces ticket volume significantly.
5. Use format: json to pipe the output into a Slack alert or CRM automation that creates follow-up tasks for your support team.