Your bot can look up orders, change carts and even issue refunds. To keep that safe, it first makes sure the person in the chat really owns the account. This page explains that step in plain terms.

What The Customer Sees

1. The customer asks for something personal, such as Where is my order or Show my saved cart.
2. The bot asks them to verify who they are.
3. Velaro emails a six digit code to the email address on the account.
4. The customer types the code into the chat.
5. If the code is right, the bot continues with the request. If it is wrong, the bot tells them how many tries remain and does not share anything personal.

What Verification Unlocks

• Order lookup and tracking for that customer's own orders
• The customer's own saved cart and wishlist
• Cart changes, such as updating a quantity
• Order comments and, where your plan includes it, refunds

The bot never treats an order number, email or cart ID typed by a visitor as proof of identity. It always works from the verified customer.

Extra Care For Money

Refunds need more than the email code: the customer must also be signed in to their account on your store. If they are not, the bot asks them to sign in and try again, or offers to connect them with a team member. If an order is not on the verified account, the bot declines the refund and offers a team member.

Staff Sessions

When your own agent uses Magento from the Magento tab or the staff assistant, the agent is already signed in to Velaro and does not need a customer code. They can look up customers in your store within the access your Magento integration has.

If A Customer Does Not Get The Code

• Ask them to check spam and to confirm the email is the one on their store account.
• Check that email delivery is working for your Velaro account.
• Offer a handoff to a team member in the meantime.