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.

","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.\n\n## Why it re-asks\n\nThe agent ignores a number it is not sure the customer typed as their order number. It will ask again when the number arrived:\n\n- **Inside a link**, such as a pasted order or tracking URL.\n- In an **image or screenshot** rather than as text.\n- As **part of a longer number**, like a phone number, a price, or a bank number.\n\nIt also asks again when the number simply does not match any order, so double-check the digits too.\n\n## The fix\n\nAsk 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.\n\n## Tip for your greeting\n\nIf 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.\n\n## Related articles\n\n- [Let your AI agent answer order status questions](https://mando.cx/help/articles/4l7bcxg2cx8p-let-your-ai-agent-answer-order-status-questions)\n- [Agent says it cannot look up orders](https://mando.cx/help/articles/1l8bzegttdnu-agent-says-it-cannot-look-up-orders)",{},[175,263],"app_01ksdzc3xnfqct0v509pt4ptvm",["D",1790708023006],"e004becaa85d683e26d6c3eeaf4bda6d9842a6206fbf69bee9cf73b4dc43cdd8",{"_32":267,"_34":268,"_36":269,"_38":39,"_5":6,"_40":33,"_41":270,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":271,"_49":53,"_51":53,"_52":53,"_54":256,"_56":272,"_58":63,"_60":273,"_62":274,"_64":275,"_65":-5,"_66":276,"_68":69,"_70":69,"_71":-5,"_72":277,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":278,"_80":81,"_82":279,"_83":-5},"cnt_01kyzsr48sexwsqzz67f7qfad1",["D",1785626104085],["D",1790711475581],"1l8bzegttdnu",["D",1790708022552],"Agent says it cannot look up orders","When the agent says it cannot look up orders, the store connection is usually the cause. Work through the four quick checks to get order lookups working again.","

If your agent says it cannot look up orders, or offers a human instead, order lookup is not available to it right now. It is almost always the store connection. Check these in order.

1. Is a store connected?

Order lookup only exists when a store is connected. If none of Shopify, Salla, Zid, or WooCommerce is connected, the agent has no way to look anything up. Connect your store first. See Connect your Shopify store to Mando.

2. Is the connection still active?

A connection that has expired, been revoked, or errored stops order lookup. Reconnect the store from your integration settings so its status is active again.

3. Is this agent authorised on the store?

For Shopify and Zid, the Customer Service app running the chat must be one of the store's authorised apps. If it is not shared with the store, order lookup is not available in that agent. Check the app sharing on the integration.

4. WooCommerce: is lookup enabled in the plugin?

On WooCommerce the store admin controls this in WordPress. If the \"order lookup\" option in the Mando CX plugin settings is off, the agent replies that the store admin needs to enable it. Turn it on in the plugin.

If the store is connected and healthy but a single lookup fails, the agent says it could not look up the order right now; that is usually a temporary store error, so try again shortly.

","If your agent says it cannot look up orders, or offers a human instead, order lookup is not available to it right now. It is almost always the store connection. Check these in order.\n\n## 1. Is a store connected?\n\nOrder lookup only exists when a store is connected. If none of Shopify, Salla, Zid, or WooCommerce is connected, the agent has no way to look anything up. Connect your store first. See [Connect your Shopify store to Mando](https://mando.cx/help/articles/gyv6hncr2yia-connect-your-shopify-store-to-mando).\n\n## 2. Is the connection still active?\n\nA connection that has expired, been revoked, or errored stops order lookup. Reconnect the store from your integration settings so its status is active again.\n\n## 3. Is this agent authorised on the store?\n\nFor Shopify and Zid, the Customer Service app running the chat must be one of the store's authorised apps. If it is not shared with the store, order lookup is not available in that agent. Check the app sharing on the integration.\n\n## 4. WooCommerce: is lookup enabled in the plugin?\n\nOn WooCommerce the store admin controls this in WordPress. If the \"order lookup\" option in the Mando CX plugin settings is off, the agent replies that the store admin needs to enable it. Turn it on in the plugin.\n\nIf the store is connected and healthy but a single lookup fails, the agent says it could not look up the order right now; that is usually a temporary store error, so try again shortly.\n\n## Related articles\n\n- [Let your AI agent answer order status questions](https://mando.cx/help/articles/4l7bcxg2cx8p-let-your-ai-agent-answer-order-status-questions)\n- [Agent keeps asking for an order number already sent](https://mando.cx/help/articles/49zxzgt514fl-agent-keeps-asking-for-an-order-number-already-sent)\n- [Connect your Shopify store to Mando](https://mando.cx/help/articles/gyv6hncr2yia-connect-your-shopify-store-to-mando)\n- [Connect a website to train your AI agent](https://mando.cx/help/articles/q8u2hq1836nv-connect-a-website-to-train-your-ai-agent)",{},[175,263],["D",1790708026672],"80d8d78ea21e8bc9a274d2041dc22361b36f9b4cb48c73644aee8ca1c23476a0",{"_32":281,"_34":282,"_36":283,"_38":39,"_5":6,"_40":33,"_41":284,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":285,"_49":53,"_51":53,"_52":53,"_54":256,"_56":286,"_58":63,"_60":287,"_62":288,"_64":289,"_65":-5,"_66":290,"_68":69,"_70":69,"_71":-5,"_72":291,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":292,"_80":81,"_82":293,"_83":-5},"cnt_01kyzsr44aexwsqzykzpyy7qh8",["D",1785626103939],["D",1790711475581],"4l7bcxg2cx8p",["D",1790708025690],"Let your AI agent answer order status questions","Once your store is connected, your AI agent can look up orders and tell customers their status. See what it needs and how it works across your platforms.","

When your store is connected, your AI agent can look up a customer's order and answer where it is, without you doing anything extra. It works the same on your website widget and on messaging channels like WhatsApp and Instagram.

What turns it on

A connected store: Shopify, Salla, Zid, or WooCommerce. That is all it takes; there is no separate order-lookup setting to switch on.
WooCommerce is the exception: turn on the \"order lookup\" option in the Mando CX plugin settings in your WordPress admin.
It works on any plan that has a store connected. There is no add-on for it.

How it works in a chat

The customer asks about their order.
The agent asks for the order number. That is the only thing it needs; it does not ask for an email or phone number.
The agent looks the order up in your store and replies with the status, and tracking and items when the store provides them.

Good to know

The agent looks up the exact order number the customer gives, so encourage customers to send it as plain text.
If it cannot find or reach an order, see the article on when the agent cannot look up orders.

","When your store is connected, your AI agent can look up a customer's order and answer where it is, without you doing anything extra. It works the same on your website widget and on messaging channels like WhatsApp and Instagram.\n\n## What turns it on\n\n- **A connected store**: Shopify, Salla, Zid, or WooCommerce. That is all it takes; there is no separate order-lookup setting to switch on.\n- **WooCommerce is the exception**: turn on the \"order lookup\" option in the Mando CX plugin settings in your WordPress admin.\n- It works on any plan that has a store connected. There is no add-on for it.\n\n## How it works in a chat\n\n1. The customer asks about their order.\n2. The agent asks for the **order number**. That is the only thing it needs; it does not ask for an email or phone number.\n3. The agent looks the order up in your store and replies with the status, and tracking and items when the store provides them.\n\n## Good to know\n\n- The agent looks up the exact order number the customer gives, so encourage customers to send it as plain text.\n- If it cannot find or reach an order, see the article on when the agent cannot look up orders.\n\n## Related articles\n\n- [Agent says it cannot look up orders](https://mando.cx/help/articles/1l8bzegttdnu-agent-says-it-cannot-look-up-orders)\n- [Agent keeps asking for an order number already sent](https://mando.cx/help/articles/49zxzgt514fl-agent-keeps-asking-for-an-order-number-already-sent)\n- [What AI Search is and how it works](https://mando.cx/help/articles/9uconipm8ulf-what-ai-search-is-and-how-it-works)\n- [Connect your Shopify store to Mando](https://mando.cx/help/articles/gyv6hncr2yia-connect-your-shopify-store-to-mando)",{},[175,263],["D",1790708029599],"ff732386a54d0eb179c447511ff20bae21cba11ce9106a1959a6c5931293f738","actionData","errors"]

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