# Order cards in visitor chat

Share permitted order information in chat, including items, status and available shipment tracking.

*Release 3.3 · operator, visitor*

**Settings › Commerce › Order Cards** · **Settings › Chat › Themes**

## What it is

**Order Cards** show permitted order information inside a conversation. Depending on the provider and card configuration, they can include items, totals, payment and fulfilment status, shipments, tracking and returns. The visitor view excludes private operator details and administrative links.

## Who uses it and why

Operators use order cards to explain an order's status and delivery details. Visitors review the shared information and follow available tracking links.

## Where to find it

Order cards appear in the conversation after supported order content is shared. Operators obtain order information through the commerce customer and order views.

A user with the **Settings** role manages **Settings › Commerce › Order Cards** and selects **Order card configuration** in **Settings › Chat › Themes**, under **Rich Content**.

## How it works

INSIDE prepares a visitor-appropriate version of the order content. Protected cards check the current visitor's access before displaying details. An operator can deliberately share approved order information with the conversation's recipient through the supported commerce sharing flow.

While protected details are unavailable, the card remains locked or shows an unavailable message. A change of visitor commerce identity relocks that protected view so the previous person's information is not left visible.

The displayed card includes the details supplied by the provider and allowed by its configuration. **Delivery and tracking** can list separate shipments, carriers and tracking numbers. A valid tracking link opens the carrier's tracking page. Returns and refunded amounts appear only when the supplied data supports them.

## Configure it

Ask a user with the **Settings** role to choose an order-card configuration for the theme. Configure the commerce provider and visitor order access with the person responsible for your commerce integration.

Operators should confirm the conversation's recipient before sharing an order. Check the visitor version as well as the private operator view when reviewing the setup.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Order card configuration | Settings › Chat › Themes › Rich Content › Settings | website | Not set | Settings role | Select reusable visitor order-card appearance; unresolved selections use default presentation. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Manage visitor order-card configurations and select them in themes. |

## Limits and good to know

- A saved card does not itself grant access to arbitrary orders or private customer records.
- Visitor cards exclude administrative links and private customer information. Customer cards are operator-only content.
- Shipment and return details depend on what the provider supplies. Missing quantities or return details are not invented.
- A tracking number without a supported tracking URL can appear as text rather than a link.
- Shared content can be an approved snapshot. Do not assume every displayed card refreshes continuously from the shop.

## Depends on and works with

### This feature uses

- **Requires** [Rich content in visitor chat](VX-018.md): Order cards use rich-content messages.
- **Configured in** [Customer and order access](COM-012.md): Visitor order-access settings control fresh protected order lookups without requiring sign-in to reread a shared snapshot.
- **Configured in** [Order card configuration and access](COM-015.md): Order-card presentation and deliberate sharing determine the visitor view.
- **Configured in** [Visitor chat themes and branding](VX-003.md): The theme selects the visitor order-card configuration.
- **Works better with** [Store customer matches and orders](COM-010.md): Operators use the private commerce customer panel to assist with orders.
- **Works better with** [Store order details and history](COM-013.md): Order lookup can retrieve fresh details in addition to the information already delivered in a shared snapshot.

### Used by

- **Enhances** [Rich content in visitor chat](VX-018.md): Order cards add protected order information.
- **Enhances** [Order card configuration and access](COM-015.md): Visitors read protected and deliberately shared order cards in chat.

## FAQ and troubleshooting

### Why does the card say order details are unavailable?

The current visitor may not have the required access, or the order cannot be retrieved. Ask the operator to check the order and the visitor's identity again in chat.

### Why did the order disappear after a sign-in change?

Changing the commerce identity relocks protected order content. INSIDE must check access for the new identity.

### Why is there no tracking link?

The provider may have supplied no tracking URL, or the URL may be unsupported. A tracking number alone does not create a link.

### Why does the operator see more than the visitor?

The operator view can include private customer and administrative information. Visitor cards contain only the permitted shared details.