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Feature
Order resolution that admits when it is unsure
The hard part of order lookup is not finding an order. It is knowing which of a customer's orders they mean, and being honest when the answer is not obvious.
CASEKIT2 possible orders
Matched on sender email. Pick the order this conversation is about.
Order #10582In transit
22 Aug 2026 · 2 items · €89.00
Order #10344Delivered
04 Aug 2026 · 1 item · €24.00
What the card shows once an order is resolved
Identity
Customer and order
Name, order number, order date, item count and order value.
State
Fulfillment
Where the order actually is, on a rail from preparing to delivered.
Shipment
Carrier and tracking
Carrier name, tracking number and a tracking link when Shopify has one.
Answer
Recommended reply
The scenario chosen from the state, and the reply written against it.
Only what Shopify reports. If Shopify has no delivery estimate, the card shows none and the reply does not mention one. If the carrier state is unknown, CaseKit falls back to generic shipped wording rather than inventing progress.
Questions about this feature
Can it find an order without an order number?
Yes. That is the common case. CaseKit matches the sender's email address to a Shopify customer and surfaces their relevant recent orders.
What if the match is ambiguous?
It lists the candidate orders with number, date and fulfillment state and asks you to choose. It does not pick one silently.
Are order lookups limited on Free?
No. Order lookups are unlimited on Free under a fair-use guardrail. The Free monthly limit applies to prepared replies.
Does looking up an order change anything in Shopify?
No. Access is read-only, so a lookup leaves the order exactly as it was.
Try it on your next customer email
Free plan: unlimited Shopify order lookups and 25 replies a month.