Store order details and history

What it is

Orders retrieves information from the connected store so you can help with an order enquiry. It can show payment and fulfilment status, purchased items, totals, shipments, tracking, refunds and returns when the store supplies them. Store order history is separate from purchases tracked by INSIDE for sales reporting.

Who uses it and why

• Operators inspect customer orders while helping a visitor.
• Visitors verify an order or sign in to ask about their own purchases.

Where to find it

In the visitor's commerce customer panel, look for Orders. Private order lookup is also available through configured commerce tools in Team Chat.

A colleague with the Settings or Developer role configures the available operations in Settings › Commerce › Commerce Providers. Visitors ask in chat or use the order cards supplied during the conversation.

How it works

1. Identify the customer or order in the appropriate operator panel or conversation.
2. Select the required customer when several matches are available. Each customer's orders remain separate.
3. Open an order to inspect the details returned by its store.

INSIDE keeps the store association with an order so later detail requests go back to the originating provider. Exact customer lookup rejects ambiguous matches rather than choosing an account.

Visitors must pass the configured verification. Guest matching gives access to one order. Verified store sign-in allows the customer's own history, with ownership checked for each order. A known order identifier is sufficient for a configured private operator lookup; it does not give visitors the same access.

Configure it

Ask a colleague with the Settings or Developer role to check Customer lookup, Order list and Order lookup in Commerce Providers. Each operation needs provider support and must be enabled.

Visitor enquiries also need Customer and order access configured. AI access needs the appropriate commerce tool assigned to the AI feature.

Limits and good to know

• Missing information means the store did not supply it. It does not establish a zero refund or the absence of a return.
• Store permissions can restrict history or omit optional details.
• Visitor AI history returns ten orders by default, with a maximum of 25 in one request. Do not treat it as an unlimited account export.
• Operator store-management links are private. Visitor order cards exclude customer contact details, addresses and private order-status links.
• Reading an order does not cancel it, issue a refund or change fulfilment.

Depends on and works with

FAQ and troubleshooting

Why is an order missing from the list?

Check the selected customer and store. The provider may restrict history or return only a limited set of orders. Try a specific order enquiry.

Why does the order show no tracking information?

The store may not have supplied a shipment or tracking details yet. Missing tracking does not establish that the order has not shipped.

Why can the operator see an order that the visitor cannot?

Operator reads and visitor verification use different access checks. The visitor must verify that order or the owning store account.

Why does this differ from INSIDE sales history?

This view reads the store's orders. INSIDE sales history contains purchases received through tracking and their conversion evidence.