Sometimes the agent asks again for an order number the customer already sent. This is a safety check: to avoid pulling up the wrong person's order, the agent only accepts a number the customer clearly typed.
Why it re-asks
The agent ignores a number it is not sure the customer typed as their order number. It will ask again when the number arrived:
- Inside a link, such as a pasted order or tracking URL.
- In an image or screenshot rather than as text.
- As part of a longer number, like a phone number, a price, or a bank number.
It also asks again when the number simply does not match any order, so double-check the digits too.
The fix
Ask the customer to send the order number on its own, as plain text, with no link and no screenshot. As soon as they do, the agent picks it up and looks it up. There is no dashboard setting for this; sending the plain number is the whole fix.
Tip for your greeting
If this comes up a lot, have your agent tell customers up front: "Please type your order number as a message." A quick nudge avoids most repeats.