Check order status

Order-status questions ("where is my order?", "has it shipped?", "what did I order?") are answered from the org's connected store. All order tools are read-only; nothing here can change, cancel, or refund an order.

Self-service (customer's own agent)

• commerce_get_my_orders — the customer's recent orders, newest first. No email parameter exists: the lookup is fixed to the calling end-user's own identity.
• commerce_get_my_order — one order with line items and shipment tracking. Pass orderRef from a listing, or orderNumber when the customer quotes the number from their confirmation email (leading # is fine).

Typical flow for "where is my order?": get the most recent orders, and if one is obviously current, fetch its detail for tracking numbers. If the customer names an order number, go straight to commerce_get_my_order.

If the session has no email identity, the tools return an error instead of results — tell the customer you can't access order history in this session and offer a human handover (conv_request_human) rather than asking them to type an email; a typed email cannot be used for lookup.

Admin (support agent working a conversation)

• commerce_lookup_orders / commerce_lookup_order — same data, but take an email. Use the verified email of the contact whose conversation you're handling; don't look up unrelated addresses on a customer's behalf.

Reading the results

• status is vendor-native (Shopify: open/closed/cancelled plus financialStatus/fulfillmentStatus; Magento: its order status like processing, complete).
• shipments[].trackingNumbers and trackingUrls are what the customer usually wants — quote the tracking number and link when present. An order without shipments simply hasn't shipped yet.
• A not-found for an order number the customer insists exists usually means the order was placed under a different email; that's a case for human handover, not repeated lookups.

When to hand over

Refunds, cancellations, address changes, or disputes can't be done here. Log the request (crm_log_my_activity on self-service) and escalate with conv_request_human so a human can act in the store's own admin.