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Order lookup

Shoppers can ask the Yedric assistant where their order is and get its live status, items and shipments from Shopify, on every plan.

Shoppers ask where their order is and get its status, items and shipments, live from Shopify. Order lookup is on for every new store, on every plan.

[image:Screenshot of the Yedric chat open on a Shopify storefront, where a logged-in customer asked “Where is my order?” and the assistant replied with the status of their most recent order, its items and a tracking link. Spotlight the assistant’s reply.]

Who can see an order

Section titled “Who can see an order”

Your assistant only shows an order to the shopper who placed it:

  • A shopper logged in to your store can ask about their own orders without a number. If they do not give one, the assistant offers their three most recent orders.
  • Anyone else gives the order number and either the email address or the shipping postal code on the order.

A few more rules keep orders private:

  • Only orders placed in the last 60 days can be found.
  • A wrong email or postal code gets the same answer as an order that does not exist, so nobody can guess their way to someone else’s order.
  • After five unsuccessful lookups in one conversation, the assistant stops trying and offers to bring in your team.
  • The assistant never repeats the email address or shipping address on the order.

Turning it on or off

Section titled “Turning it on or off”

Open Capabilities > Order lookup and use the switch at the top of Settings, then click Save. There are no other settings.

Section titled “Related”
  • Order tracking adds carrier updates for shipped orders.
  • Order changes lets shoppers change an address or cancel before an order ships.
  • Returns uses the same check before a shopper can start a return.