Overview
A status like "label created" or "in transit" answers the question the store asked, not the one the customer asked. What they want is a date. Fetchply computes one from three verified inputs: the order’s live stage from your store, the delivery timeframe you configured for its shipping method, and calendar math that counts business days and skips weekends.
For an order that has not shipped, the estimate covers your processing time plus the courier timeframe from today, so a Saturday question gets a Monday-onward answer. For a shipped order, the courier timeframe counts from the real ship date, and when the carrier reports its own estimated delivery date to Shopify, that date wins.
The date math never runs inside the AI model. Every window is computed deterministically before the agent answers, injected as a verified fact, and always phrased as an estimate. When no timeframe matches the order’s shipping method, the agent shares the tracking link and status without inventing a date.
How it works
- 1
Configure your timeframes
Set a delivery timeframe per shipping method and a processing time in your store policies, like "Standard: 3-5 business days". Policies imported from Shopify give you a head start.
- 2
The customer asks
After the usual order verification, the customer asks when their order will arrive, in whatever words they use.
- 3
The estimate is computed
Fetchply matches the order’s shipping method or carrier to your policy, anchors on the ship date or today, and counts business days.
- 4
The agent answers with a date
The customer gets a concrete estimated window plus the tracking link, presented as an estimate, never a guarantee.
Key facts
- Delivery estimates are computed with deterministic business-day math, never by the AI model.
- Unshipped orders combine processing time and courier timeframe from today; shipped orders count from the real ship date.
- Carrier-provided delivery dates from Shopify take priority over computed estimates.
- Weekends are skipped automatically, so estimates never promise a Sunday delivery.
- Stale windows are suppressed: the agent never promises a date in the past.
- Works with per-courier timeframes, so express and standard orders get different answers.
Frequently asked questions
What if I have different couriers with different speeds?
Add each shipping method with its own timeframe in your store policies. The estimate uses the method or carrier on the order, so an express order gets the express timeframe automatically.
Can the agent promise a wrong date?
The agent only shares windows computed from your configured timeframes and always presents them as estimates. When nothing matches the order’s shipping method, or the window has already passed, it gives the status and tracking link without a date.
Do weekends and processing time count?
Estimates count business days and skip weekends. For orders that have not shipped yet, your configured processing time is added before the courier timeframe.
Where do I set my shipping timeframes?
In your store policies, in the Fetchply dashboard or the embedded Shopify app. Enter a number or range of days per shipping method, such as "3-5 business days", plus your processing time.