Order lookup lets the chatbot answer questions about an existing order using information returned by your connected store. It is separate from product recommendations and from placing a new order.
Before you start
Create a chatbot and connect a store integration that supports order lookup. Follow the setup instructions for your platform, such as Shopify, WooCommerce, Ecwid or BaseLinker. A website scan or XML feed alone cannot read customer orders.
Enable and configure the order action
Select your chatbot and open Settings > Actions. Find the order-details action for your connected platform. The AI Actions guide shows the panel and activation controls. Review the action's enabled state, instructions, optional display label and any available privacy settings, then save the action.
Enable only the lookup modes appropriate for your store. For example, Shopify normally requires an order number and matching checkout email; optional ID-only and email-only modes change what information someone needs to obtain order details. Matching an email address is not an email verification or login process. Review available personal-data masking and rate limits before exposing order lookup to visitors.
What the customer sees
Check an order
Requires a connected store and its enabled order action. Available fields depend on the integration. Matching an email address is not proof of identity.
Visitor: Where is my order?
Play the example or read it below. No real customer data is used.The customer asks about an existing order.
Playback pauses when this example leaves the screen. This is a simulation, not a live chat. Widget controls inside the playback are not interactive.Read the complete example
- The customer asks about an existing order.
Visitor: Where is my order?
- The default lookup needs both identifiers.
Assistant: Please give me your order number and the email address used at checkout.
- Use fictional data in this example.
Visitor: 41982, anna@example.com
- The action queries the connected store.
Checking order 41982...
- Report only information returned by the store.
Assistant: Order 41982 is marked as shipped. The carrier is DPD. Please check the tracking page for delivery updates.
The bot gathers the identifiers required by the configured action, queries the store and answers from the returned result. Depending on the platform, that result can include payment and fulfillment status, items and carrier tracking details. A shipped status is not a guaranteed delivery date. If the store does not return a delivery estimate, the chatbot should not invent one.
When lookup fails
When an order cannot be found
Do not reveal another order or invent a shipping update. Offer only contact channels you have configured.
Visitor: Check order 41982 for anna@example.com.
Play the example or read it below. No real customer data is used.The customer supplies lookup details.
Playback pauses when this example leaves the screen. This is a simulation, not a live chat. Widget controls inside the playback are not interactive.Read the complete example
- The customer supplies lookup details.
Visitor: Check order 41982 for anna@example.com.
- The store lookup returns no matching order.
Checking order details...
- Ask the customer to check their details, without disclosing private data.
Assistant: I could not find an order matching those details. Please check the number and email in your order confirmation.
- The customer can request another route to support.
Visitor: I still cannot find it. How can I contact support?
- An enabled contact form provides a fallback.
An enabled contact form provides a fallback.
A mismatch, an unavailable store API and an order outside the configured source are different problems. Ask the customer to check their details when no matching order is returned. For service failures, explain that lookup is temporarily unavailable. Offer the Human Support Contact Form or Live Chat only when configured and available.
Test before sharing
Use a test order you are authorized to access. In Overview, try the correct number and email, an incorrect email and a nonexistent order number. Check the returned status against your store and confirm that failed lookups do not reveal another order. Then test the embedded widget on your storefront. This action does not itself cancel orders, issue refunds or change delivery addresses.