How order lookup works
You want to understand how the agent verifies and returns order status before relying on it.
When a shopper asks about an order, the agent doesn't guess — it runs a verified, server-side lookup against your store. Two things must match before any order data is returned.
How it works
- The shopper provides their order number plus a second factor — the email address on the order or the billing ZIP code.
- Our server looks up the order and checks that the second factor matches the order. This is deterministic server code — never a judgment call by the AI.
- Only if both match does the agent return the order's status and tracking.
This two-factor check is the security boundary: it ensures a shopper can only ever see their own order. The order number is always required — a second factor on its own is never enough — so there's no way for the agent to be "talked into" revealing an order without a matching order number and second factor.