# Store order details and history Read order details and customer order history directly from the connected store. *Release 3.3 · operator, visitor* **Settings › Commerce › Commerce Providers** ## 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 ### This feature uses - **Requires** [Commerce provider setup and selection](COM-001.md): The provider must support and enable the requested customer or order operation. - **Configured in** [AI commerce functions and access limits](COM-029.md): The Commerce function's enabled capabilities control AI order lookup and history. - **Works better with** [Shopify commerce connection](COM-002.md): Supplies Shopify order information. - **Works better with** [Salesforce B2C Commerce connection](COM-003.md): Supplies Salesforce B2C Commerce order information. - **Works better with** [BigCommerce store connection](COM-004.md): Supplies BigCommerce order information. - **Works better with** [Custom commerce integrations](COM-006.md): Custom providers can supply customer and order reads. - **Works better with** [Store customer matches and orders](COM-010.md): The customer panel displays store customers and their orders to operators. - **Works better with** [AI customer and order search](COM-011.md): Private Team Chat can find customers and orders before reading detail. - **Works better with** [Customer and order access](COM-012.md): Visitor verification adds access to a shopper's own orders alongside private operator reads. - **Works better with** [Order card configuration and access](COM-015.md): Order cards present and share selected order details. - **Related** [Purchase details and conversion credit](COM-030.md): Tracked purchase history is a separate source that can differ from store order history. ### Used by - **Required by** [Order card configuration and access](COM-015.md): Cards use order information retrieved from a connected store. - **Enhances** [Order cards in visitor chat](VX-020.md): Order lookup can retrieve fresh details in addition to the information already delivered in a shared snapshot. - **Enhances** [Shopify commerce connection](COM-002.md): Supplies authorised order details and customer history. - **Enhances** [Salesforce B2C Commerce connection](COM-003.md): Supplies authorised order details and history when private reads are enabled. - **Enhances** [BigCommerce store connection](COM-004.md): Supplies authorised order details and history. - **Enhances** [Custom commerce integrations](COM-006.md): Implemented order reads can supply order details and customer history. - **Enhances** [Store customer matches and orders](COM-010.md): Order list and lookup supply store history and detail. - **Enhances** [AI customer and order search](COM-011.md): Returned customer and order identifiers can be used for exact detail and history lookup. - **Enhances** [Customer and order access](COM-012.md): Successful verification permits the appropriate order reads. - **Enhances** [AI commerce functions and access limits](COM-029.md): Verified order lookup and customer history can support AI answers. - **Related** [Purchase details and conversion credit](COM-030.md): Store order history is a separate source that can differ from tracked purchase history. ## 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.