Order placed with a different email

Many people shop with one email and write from another: the work email, a partner's email or an old address. Nemma only shows and uses orders placed with the email the customer writes from (see When the AI cannot find the order), so in such a case it says that no orders were found. Here you, as a human, can confirm that a specific order belongs to the customer.

How to confirm an order

1. Open the case and find the Customer's orders panel on the right (on narrower screens under Orders and activity).
2. Click Was the order placed with a different email?
3. Write the Order number and click Look up.
4. Nemma shows only a little: the order number and date, the email partly hidden (for example m***@gmail.com), and the first initial of the first name and the city. Compare with what the customer has written themselves. Do not read the details out to the customer, because then they can simply be repeated back.
5. If it matches, tick I have confirmed that the order belongs to the customer and write briefly in the How did you confirm it? field, for example "Customer gave the order number and name".
6. Click Confirm order.

If the customer wrote from the email the order was placed with, it says the order is already shown. If the order is already confirmed in the case, that is shown too. And if the same order is already confirmed in another case, the window warns you, so you can check that it is the right customer. You can confirm up to five orders per case.

The feature does not exist for Messenger and Instagram, because a customer there has no email to compare with. There the AI asks the customer for both the order number and the email the order was placed with.

What the confirmation means

Your confirmation is a trust decision, and Nemma treats it with care:

• Only in this case, and only that one order. The confirmation does not give access to the customer's other orders and does not carry over to the customer's other cases.
• The AI may now use the order. It can look it up and write a draft based on it. The order appears in the panel with the text Confirmed by and your name and your reason, and Activity says Order confirmed manually.
• The reply is never sent automatically. Even if the category is on Auto-send, the reply becomes a draft that waits for you. Activity gives the reason: Order confirmed manually - a human must approve the reply. This is deliberate, so a human always reads a reply that is based on an order that was not placed with the customer's own email.
• The delivery address cannot be changed. On an order you have confirmed, the address cannot be changed, either by the AI or by you in Nemma. If the customer asks for a new address, the AI asks the customer to write from the email the order was placed with.
• Cancelling, refunding and swapping still require you. You can cancel, refund or swap on a confirmed order if you may move money (see Order actions). It requires your own click as always, and the refund goes back to the payment the order was originally paid with.

Remove a confirmation

If you confirmed the wrong order by mistake, click Remove confirmation under the order. The case is then back to the rule about the customer's own email. Suggested actions on the order are rejected, and a draft that was written with the order is rewritten from scratch without it. Activity says Order confirmation removed.

Be critical

Customers can give an order number and a name that are not their own. Only confirm when the details match what the customer has written, and if you are in doubt, ask the customer to write from the email the order was placed with. All confirmations and removals can be seen in the case's Activity, and the order's label shows who vouched for it.