SabNode pulls orders from Shopify, WooCommerce, Magento and in-chat checkout into a single timeline on the contact. Agents see lifetime value, last item bought, shipment status and RTO history before they hit reply — no tab switching, no stale data.
When a customer messages "where is my order?", the agent typically opens four tabs: Shopify admin to find the order, Shiprocket to check the AWB, the gateway dashboard to verify payment, and a Google Sheet to remember if this person was a problem returner. By the time the agent has the answer, the customer has bounced or escalated. Multiply that by 3,000 tickets a month and you have a serious support cost.
The second issue is segmentation. Marketing wants to broadcast a "frequent buyer" coupon to anyone with three orders in 90 days. To do that today, ops exports CSVs from Shopify, joins them in Sheets, dedupes by phone, then uploads to the broadcast tool. By the time the campaign runs, the data is two days stale and half the contacts have churned.
The third is RTO. India's D2C economy bleeds working capital on cash-on-delivery returns. Knowing that a phone number has three RTOs in the last six months — at the point of the next chat — saves real money. Orders Timeline puts that signal exactly where the agent or the bot is making a decision.
Orders Timeline turns SabNode into a commerce-aware CRM. Every order from your connected stores, plus every in-chat checkout, lands as a timeline event on the matching contact. The match is done by phone first, then email, then any custom field, so you do not lose orders to formatting differences. The timeline is sorted chronologically with payment, shipment, delivery, return and refund nested as sub-events under the parent order.
On the contact panel, agents see live aggregates: total orders, lifetime value, average order value, last item bought, last shipped date, RTO count, refund count, and a computed RTO risk score from 0-100. Hover any number to drill into the underlying orders. The same fields are exposed to the flow builder, broadcasts and segments — so you can build a "VIP buyers in Bengaluru with no RTO" segment in seconds.
Shipping is woven into the timeline natively. SabNode integrates with Shiprocket, Delhivery, Bluedart and ShipStation, ingests AWB and status updates, and surfaces "Out for delivery", "Delivered", "RTO initiated" as discrete events. Status-change webhooks can trigger flows: WhatsApp shipment notifications, "rate your delivery" CSAT, or auto-refund on confirmed RTO.
Returns and refunds get the same treatment. A Shopify refund posts as a sub-event with reason, amount and gateway ID. The contact's LTV automatically nets out, so your "high-value customers" segment never includes someone who returned half of what they bought.
Capabilities
Connect Shopify, WooCommerce, Magento or BigCommerce by OAuth. SabNode reads existing orders via the bulk API on first connect, then keeps current state via webhooks plus a safety-net poll.
Phone-first matching with E.164 normalisation, then email, then custom field. Conflicting matches are surfaced as a merge candidate in the contact merge queue rather than silently dropped.
Lifetime value, order count, last order date and average order value are materialised columns on the contact, not computed on the fly. Segments filter by them in milliseconds even at 10M-contact scale.
A model trained on your store's RTO history scores each open COD order 0-100 at creation. Agents and bots can ask for prepaid conversion on high-risk orders before they ship.
Shiprocket, Delhivery and Bluedart status updates land as discrete timeline events. Out-for-delivery, attempted, delivered, RTO and disposed each have their own webhook your flows can branch on.
Shopify and Razorpay refund events post as sub-events. LTV nets out automatically, and "frequent returner" tags can be auto-applied to power do-not-broadcast lists.
Filter the timeline by event type, channel, store or date. Search "all RTO orders in last 30 days" or "orders with refund reason damaged" from one panel without writing SQL.
Use cases
"Where is my order" tickets get auto-answered by a bot that reads the latest shipment event, replies with status and AWB, and only escalates if the shipment is delayed by more than 48 hours. Saves 30-40% of support volume.
New COD orders with an RTO risk score above 70 trigger a WhatsApp flow that offers a 5% prepaid discount before the order is dispatched. Confirmed prepaid orders ship the same day, risky COD orders are held.
Marketing builds a segment "LTV > 5000, no RTO in 6 months" and runs a private collection drop on WhatsApp. The segment is live, so a customer who returns later is dropped from the next send automatically.
A nutrition brand watches "last consumable order date" and triggers a reorder flow 28 days after delivery. The flow knows the SKU, the size and the discount tier and pre-fills the cart for one-tap UPI checkout.
A SaaS sees Stripe invoice failed events on the contact timeline and routes them to dunning. The CSM gets a card in their inbox with MRR, failure reason and retry schedule before they reach out.
How it works
Orders Timeline is included on every SabNode workspace. No separate billing, no extra setup, flip it on from your workspace settings.
OAuth into Shopify, WooCommerce or Magento. Choose phone or email as the primary match key. Test in sandbox.
SabNode pulls existing orders via the bulk API, matches them to contacts, and computes LTV and AOV in the background.
Webhooks for created, paid, fulfilled, shipped, delivered, refunded land as timeline events with full payload.
Carrier webhooks add discrete shipping events. The bot can answer WISMO without an agent ever opening Shiprocket.
Use timeline events as triggers. Replenishment, RTO risk, refund recovery — all built in the flow builder.
Connect directly with your existing stack or leverage the Platform Core tools to extend capabilities natively.
Enhance this feature with deep integrations into our core infrastructure. Connect via API, utilize webhooks, or embed directly using our SDKs.
Manage all settings seamlessly within the core UI.
Extend functionality with custom automated workflows.
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