Free calculator
What do “where is my order?” emails really cost your shop?
Order-status enquiries are the most common question in ecommerce, and the one whose answer takes the least thought. Put your own figures in and see what it comes to over a year.
Assumption: Contact rate depends heavily on range and shipping method. Replace it with your own.
Source: Gorgias, own data (2026)
Assumption: There is a factor of ten between a one-line status reply and a full answer. You know your own number better than any benchmark.
Source: German Federal Statistical Office, labour costs in retail (2025)
- WISMO emails per month
- 16
- Hours per month
- 1.4
1,500 orders × 6 % contact rate × 18 % WISMO share × 5 min ÷ 60 × €37.20 = cost per month.
Where the numbers come from
A calculator from a vendor you have never heard of is worth exactly what its sources are worth. So here is what each starting value rests on — and where we are simply assuming, because no figure exists that we would stand behind.
- 18% of enquiries are WISMO
- Gorgias on incoming ecommerce support requests. Vendor data rather than an independent dataset — and Gorgias is a competitor of ours, which makes the figure more credible rather than more flattering.
- €37.20 labour cost per hour
- German Federal Statistical Office , labour costs per hour worked 2025, retail and trade sector. Not the whole-economy average of €45.00 — that would overstate the result for a shop by a fifth.
- 6% contact rate — an assumption
- Contact rate depends heavily on range and shipping method. Replace it with your own. This step is missing from many similar calculators; without it the result comes out roughly ten times too large.
- 5 minutes per email — an assumption
- There is a factor of ten between a one-line status reply and a full answer. You know your own number better than any benchmark.
The calculator runs entirely in your browser. Nothing is transmitted, nothing is stored, and there is no form standing between you and the result.
So how much of it can be automated?
The honest answer is that we do not know for your shop. Any percentage we printed here would be a guess. SupportKontor answers order-status enquiries out of your Shopware system and puts every decision in a log — during a trial you see, on your own numbers, how much of this is actually left, before you decide anything.
Look at SupportKontor