# 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.

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.

Source: https://aide.app/shopify/order-verification · Updated 2026-10-27 · By Ziyad Basheer

| | |
|---|---|
| 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.

### Signed in

A shopper signed in to your store is known the moment they open the chat, so their orders are ready with no questions.

> Customer: Where's my order?
>
> Aide: Hi Maya. Your order #1042 shipped on Tuesday and should arrive Thursday. The tracking card below has every scan.
>
> Signed in to the store · Order #1042

### A guest

Aide asks for the email used at checkout and says nothing about the order until it matches.

> Customer: Where is order #1042?
>
> Aide: I can check that for you. What email address did you use at checkout?
>
> Order details held until the email matches

### Details that don't match

Aide says the details don't match, without revealing whether the order or the email exists. After five tries, a person takes over.

> Customer: It's sam.lee@example.com
>
> Aide: Those details don't match. Please check the order number and the email you used at checkout, and try again.
>
> No match · Nothing about the order shared

### By email

An order number typed into an email proves nothing. Aide asks the customer to write from the address on the order.

> Customer: Can you cancel order #5520? I'm writing from my work email.
>
> Aide: Happy to help with that. Please reply from the email address you placed the order with, and I'll take it from there.
>
> Sender doesn't match order #5520 · No action taken

## 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.

## Good to know

- Automatic recognition uses the app's default storefront path, /apps/aide.
- Order actions after verification are Shopify only; WooCommerce orders are read-only.

## Frequently asked questions

### How does an AI agent make sure it's the real customer before refunding?

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.

### Can someone see another customer's order by typing their email into the chat?

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.

### Does verification decide what Aide is allowed to do?

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.

### Does Aide use a customer's metafields before they are verified?

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.

### How does verification work on email?

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.

## Related
- [Shopify refunds with team approval](https://aide.app/shopify/refunds)
- [Aide for Shopify](https://aide.app/integrations/shopify)
- [AI customer service guardrails](https://aide.app/guides/ai-customer-service-guardrails)

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