How verified lookups protect customers

The agent can only reveal a customer's order to that customer — by design, not by good behavior.

How it works

• Order data requires a two-factor match. A shopper must provide the order number plus a second factor — the email on the order or the billing ZIP. The order number is always required; a second factor alone is never enough. The match is deterministic server code, not an AI decision, so the agent can't be persuaded to skip it.
• Customers only ever see their own information. Without a matching second factor, no order data is returned — and the agent doesn't reveal which part didn't match.
• Product lookups read only public catalog data. Hidden, not-for-sale, and internal fields are excluded.

This is why order lookups always ask for two pieces of information — it's the boundary that keeps one shopper from seeing another's order.