Fix "order not found" or a mismatched email
A shopper (or your own test) can't pull up an order that should exist.
Most failed lookups come down to a few causes. Use the order lookup tester to reproduce the issue, then work through these.
Troubleshooting
- "Order not found" for a real order
- Cause: store not fully connected, credentials lost the right scope, or the order is too new to have synced.
- Fix: run Test your store connection; if that's healthy, retry the order in the tester. Re-check scopes in What permissions we use and why.
- "Email doesn't match"
- Cause: the shopper used a different email than the one on the order (typo, alternate address, guest vs. account email).
- Fix: ask them to use the exact email on the order confirmation. The match is intentionally strict for security.
- Lookup works in the tester but not in chat
- Cause: the shopper mistyped the order number or email in the conversation.
- Fix: have them re-enter both carefully; confirm the order number format matches your store's.
- All lookups failing
- Cause: broken store connection.
- Fix: see Fix a failed store connection.