When the AI cannot find the order

The customer writes "where is my order 1042?", and instead of replying with a status, Nemma politely asks for the order number, email and postcode. It looks like a fault. It is not - it is a security rule we have built in deliberately.

The rule

Nemma only looks up orders on the email the customer wrote from. Order data only leaves the system when the order's own email is the same as the sender's.

• If the customer writes from the email the order was placed with, Nemma finds the order entirely by itself - the customer does not even need to give an order number.
• If the email does not match, nothing is given out.

Without that rule, anyone could write to your shop, mention an order number and be told a stranger's name, address and purchase history.

Note also: the answer is exactly the same whether the order does not exist or belongs to someone else. The AI itself is never told which of the two it is. That is why it cannot write "that order does not exist" - it simply does not know.

What the AI does instead

It asks the customer to confirm all three things: the order number, the email the order was placed with, and the postcode of the delivery address. If the order still cannot be confirmed afterwards, it does not guess - it escalates, and the case gets the label Escalated, so it lands with you.

The same rule applies when the customer wants to swap or cancel. Nemma never suggests a change to an order it has not been able to look up.

The typical causes

• The customer shopped with a different address (private versus work), or as a guest.
• A spouse or colleague writes on the customer's behalf.
• The order number was typed wrongly.
• The order is older than 60 days. The Shopify permissions read_orders and write_orders only cover the last 60 days, and older orders require read_all_orders, which Shopify has to approve first.
• The order is not in the Shopify shop that is connected.

What you do

The key thing to understand: only the sender's email unlocks it. If the customer replies from the same address as before - just with a postcode and order number attached - it changes nothing. The three details are there so that you, as a human, can confirm the identity.

1. Open the case in the Inbox. In the Customer's orders panel on the right (on narrower screens under Orders and activity) you can see whether there are orders on the customer's email address. If there are not, it says that no orders were found, and that the order is not shown if the customer ordered with a different email.
2. Look up the order in Shopify yourself from the customer's details.
3. If it is obviously the same person, you can either write the reply yourself or confirm the order in the case with Was the order placed with a different email?. Nemma may then use the order in that case only, but the reply is never sent automatically, and a new delivery address cannot be set. See Order placed with a different email.
4. If you are in doubt, ask the customer to send an email from the address the order was placed with. Then Nemma can handle the rest next time.

If order data is missing altogether

If you get a reply with no order data at all, it may also be that Shopify is not connected, or that Shopify was slow to respond at that moment. In both cases Nemma replies without order data rather than make something up. Check Connect Shopify.