What customers see
You want to know the shopper's experience when they check an order.
The flow
- The shopper asks about their order (or picks an order-related topic).
- The agent asks for the order number plus the email on the order (or the billing ZIP code).
- If both match, the agent returns the order status and tracking details.
- If they don't match, the agent explains it couldn't find a matching order and asks them to double-check — it never reveals which piece was the mismatch.
Why two pieces of info
The order number is always required, plus a matching second factor — the email on the order or the billing ZIP. That keeps order data private: someone who happens to know (or guess) an order number still can't see the order without a second factor that matches it. It's a deliberate security trade-off in your shoppers' favor.