Order lookups from the help center

The help center cannot look up a customer's orders. There is no order tracking, return request or cancellation on its pages, and its Self-service tab in Settings > Help center shows these as not built. Customers on the help center can read your articles and use the contact card.

The same self-service is available in the chat window on your store.

Order lookups in chat#

With a Shopify store connected and a chat on your site, visitors can check their orders without waiting for an agent:

1. The visitor enters the email address they ordered with, and gets a 6-digit code by email.

2. With the code, they see their recent orders, read live from Shopify: status, items, total, and tracking links when you allow them.

3. They can report a problem, request a return within the number of days you set after delivery, or request a cancellation before anything has shipped.

A request opens a chat ticket with a note describing the order, and the ticket gets a tag such as return-request. The helpdesk never refunds, returns or cancels anything by itself; your team does that from the ticket. Set it up in Workflows > Order management and on the chat's Automate tab; see Order self-service and Put chat on your store.

Pointing help center readers to it#

The chat window cannot be added to help center pages, so link the two by words:

• In articles about tracking, returns and cancellations, tell customers to open the chat on your store and choose Track or change an order, with a link to your store.

• Add a header link such as "Track an order" that goes to your store, on the help center's Customization tab.

• Keep the contact card on, pointed at a contact form with an order number field, for customers who prefer to write.