Order tracking

"Where is my order" is the most common question in e-commerce support, and it is the one your AI can close completely — because it reads your live WooCommerce order data.

What the customer does

A customer asks about their order in chat. Your AI asks for the order number and one piece of verification:

• the email address used on the order, or
• the postcode from the order

Once that matches, the AI gives the current status, and the tracking information when it is available.

Why verification is required

Order data is personal data. Without a check, anyone who guesses an order number could read someone else's address and purchase history. The verification step keeps that shut.

If the details do not match, the AI says so plainly and asks the customer to try the email address or postcode they used when ordering. In your conversations this reads as: "The email you provided doesn't match our records for order #1234. This could happen if you used a different email address when placing the order."

That is expected behaviour, not a bug. The most common real cause is a customer who ordered as a guest with a different address than the one they are typing from.

Where you follow this

Orders shows the order questions your AI handled: Total Orders, Order Inquiries, Pending, Resolved Today, and average response time.

Individual conversations appear in your Inbox with an Order inquiry marker, so you can read back exactly what was said.

How revenue gets linked to a chat

Your dashboard shows Revenue Generated: orders Storebird can tie to a conversation. There are two ways an order gets linked, and Storebird always tries the strongest one first.

1. The shopper chatted and then checked out. Storebird sees that the same browsing session reached your order confirmation ("thank you") page for that order. This is the strongest link, and it works even when the shopper never typed an email address into the chat.
2. The billing email matches a recent chat. If the same email was left in a conversation in the 7 days before the order, Storebird links the two. This is a weaker link, so it is only used when the first one finds nothing.

Only the first route carries an amount. An email match tells you that an order followed a chat; it cannot prove the chat caused it. A conversation linked that way therefore shows the timing and no value, and Revenue Generated does not add it up. You still see it in the conversation, and it is counted separately on your dashboard — it just never becomes money we claim on your behalf.

An order is counted once, never twice, and never for two different conversations. Orders we cannot link to any conversation are counted separately on your dashboard instead of disappearing, so your total is never quietly inflated and never quietly hidden.

Two things make this number more complete:

• Keep the WooCommerce plugin up to date. Older plugin versions only report an order when you mark it Completed, which can be days later - or never, if you never change the status. Newer versions report as soon as the order is paid, and from 1.6.8 they also send the exact order reference, so the order is matched to the right conversation instead of being guessed from the email address. If your store uses a plugin that gives orders its own numbering, 1.6.8 is what makes attribution work there at all.
• Leave the chat widget on your thank-you page. If you hide it there, the strongest link disappears and only the email route is left.

What the AI can and cannot do

It can: look up the status of an order, tell the customer where it is, share tracking details when your store has them, and explain what a status means.

It cannot: change an order, cancel it, refund it, or edit an address. Those stay with you. When a customer asks for one, the AI hands over — see Human handoff and WhatsApp.

If order lookup is not working

1. Check that the plugin is connected: Plugin Connection
2. Confirm the order actually exists in WooCommerce with that exact number
3. Check that the customer is using the email or postcode on the order, not their current one
4. Make sure your Storebird plugin is up to date in WordPress — order lookup improves with plugin releases

Still failing? Leave your email in the chat on storebird.ai with the order number involved and we will trace it.