Where is my order? is the most common question a store gets. With Magento or Adobe Commerce connected, your bot answers it from live store data. This guide covers order lookup, tracking, customer insight and product search.

Order Lookup

• Find orders for a customer by email or other details, and list their recent orders.
• Order details by order number: items, totals, status and addresses.
• Invoices and credit memos for an order, and any refunds already issued.

A visitor only sees their own orders. If an order number does not belong to the verified account, the bot says so and offers to connect the customer with a team member. See How Magento Chat Actions Verify Your Customer.

Order Tracking

For a shipped order the bot returns the carrier, the tracking number and the tracking link. If the order has not shipped yet, the bot says that instead of guessing. Tracking comes from the shipment record in Magento, so it is only as current as what your warehouse or carrier plugin writes there.

Customer Insights

Customer insights summarize a customer's history so the bot and your agents can tailor the conversation:

• Lifetime value
• VIP or loyal status
• Purchase frequency
• Top products

Use it in a workflow to route a VIP customer straight to a senior agent. Insights shape the bot's tone and help your team. They are not read out to the customer as a score.

Product Search With Color and Size

The bot searches your catalog by keyword, SKU or category, and understands everyday words for colors and sizes, so a shopper can ask for a navy medium and get the right option. For products with options, the bot shows each color or size with its price and stock. The full explanation is in Your Bot Finds Products By Colour, Size And Similar Words.

If a search returns nothing for a product you know exists, check that the product is enabled and visible in Magento, and that the integration has Catalog access.

Troubleshooting

Errors from your store are recorded in the integration Activity Log.