Order details only for the real customer.
Before Aide shows an order or touches it, the person asking has to own it. Signed-in shoppers pass without a step; everyone else matches two details. · By Ziyad BasheerShort answer
Aide shows or changes a Shopify order only for the shopper who owns it: one signed in to their store account, or one whose order number and checkout email match the same order. By email, the sender's address has to be the one the order was placed with.- Signed-in shoppers
- Recognised automatically in the Aide chat embed on your Shopify store.
- Guests
- Asked for the order number and checkout email. Both must fit one order.
- Wrong details
- No hint about what exists. Five misses send the chat to your team.
One check, before anything is shared
A chatbot that looks up any order number it is given leaks addresses to anyone who guesses one. Aide asks first.
Recognition that follows the shopper
On a Shopify store with the Aide chat embed, the store account decides who is asking.
Across devices
Past conversations follow a signed-in shopper from their phone to their laptop.Signs out with them
Log out on a shared computer and the chat signs out too, so the next person sees nothing.The account decides
A different email typed into the chat doesn't change whose orders Aide can see.New accounts too
A brand-new account is recognised, and its orders appear once the store sync picks them up.Help from the order
Get help with this order, in Shopify customer accounts, opens a chat with that order attached.Outside Shopify
On another website, a signed identify call lets Aide use a customer's recent orders and tracking.Frequently asked questions
Aide refunds, cancels or changes an order only for a shopper signed in to their store account, or one who gave an order number and checkout email that match the same order. Even then, refunds wait for a teammate by default.
No. A typed email never unlocks orders for Aide. Your team sees the matching store customer marked "Unverified, matched by email only", and Aide's replies never use those orders.
No. Verification decides whether Aide may talk about an order. Your AI levels, refund limits and order action settings decide what it may do with it.
No. Customer and order metafields, such as a loyalty tier or a gift message, show beside the conversation for your team and reach Aide's replies only after verification.
The sender's address is the proof. Aide acts only on orders placed with the address the email came from, and an order change offered by email asks the customer to reply to confirm.
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