Why can't the store find my order?

Most often the order was placed with a different email, as a guest, or the order number has a typo. Send the number from the confirmation email and the email used at checkout.

Can Aide find an order by phone number or name?

No. Aide finds an order when the shopper is signed in to their store account, or gives the order number with the email used at checkout.

What if the details do not match?

Aide says they do not match without saying which part was wrong, and offers your team if the shopper is stuck.

Should a reply ever confirm whether an email has an order?

No. It tells a stranger something private about your customer. Ask for both details and answer only when they match.

Order not found reply template

Find the order, then answer.

Ask for the two details that identify the order, and share nothing about it until they match.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

When an order cannot be found, the customer usually checked out with another email, as a guest, or mistyped the order number. Ask for the order number and the checkout email, and share nothing about the order until both match.

The templates

Fills in from Shopify, with a fallback

EmailAsk for the details

Subject: Help us find your order

Hi customer.first_name, Thanks for getting in touch. I was not able to pull up your order from this conversation yet, which usually means it was placed with a different email address or as a guest. Could you send me: 1. Your order number. It starts with # and is in your order confirmation email. 2. The email address you used at checkout. Once both match, I will have the details for you straight away.

ChatShort reply

Happy to check. What is your order number (it starts with #) and the email you used at checkout? I need both to match before I can share anything about the order.

Internal noteBefore you reply

No order matched this customer. Ask for the order number and the checkout email. Do not confirm or deny that an order exists for a given email. If they shop with more than one of our stores, check which one.

When to use

The customer asks about an order, but no order matches them yet, so Aide needs the order number and the checkout email. Not when the order is already found.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ask about an orderYour order status topic is detected.

No order matchedOrder exists is not true for this customer.

Ask onceOptional: add is first message, so the question is not repeated.

Example conversation

Customer

Hi, I'm trying to check on my order. Can you help?

Aide

Happy to check. What is your order number (it starts with #) and the email you used at checkout? I need both to match before I can share anything about the order.

Customer

Sure, it is #1042 and maya@example.com.

✓Asked for the order number and checkout email

Frequently asked questions

: Most often the order was placed with a different email, as a guest, or the order number has a typo. Send the number from the confirmation email and the email used at checkout.
: No. Aide finds an order when the shopper is signed in to their store account, or gives the order number with the email used at checkout.
: Aide says they do not match without saying which part was wrong, and offers your team if the shopper is stuck.
: No. It tells a stranger something private about your customer. Ask for both details and answer only when they match.

Where is my orderThe general reply, and links to every tracking template.Email · Chat · Internal note Update shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal note Cancel orderConfirm a cancellation, or explain it already shipped.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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