CASEKIT
Support guide

WooCommerce HPOS support checklist: find order details fast + reply templates

A WooCommerce support checklist for stores using High-Performance Order Storage. HPOS changes order storage; it does not establish whether a parcel reached a carrier or a refund reached a bank.

Updated 3 October 2026 · CaseKit team

Verify the supported order workflow

Use WooCommerce’s order screens and supported integrations rather than treating a WordPress post table as the sole source of truth. Review incompatible extensions and migration status with your administrator using the official HPOS documentation. Do not change storage settings during a support ticket just to make an old tool work.

Check these facts before every reply

  • Correct order and customer, including any custom order-number mapping.
  • Item names, quantities, cancelled lines and partial fulfilment information.
  • Payment and refund records, including the actual gateway result.
  • Order notes and warehouse tasks relevant to the request.
  • Recorded tracking source, package and event date.
  • Applicable policy, approval owner and next update.

Missing tracking means tracking is not recorded or available in that source. It is not proof of a lost parcel. Completed is not a carrier scan. Check the actual evidence before choosing shipment wording.

CaseKit and compatibility

The current CaseKit WooCommerce plugin supports HPOS and legacy order storage. It runs in WordPress; it is not a Chrome tool that reads every admin table. A connected shipping extension may store information differently, so verify the draft against your order record and supported tracking fields. You retain control of order edits, refunds and sending.

Copy-paste starters

Replace every placeholder, check the condition above each reply and remove any action or estimate that is not verified. These templates do not send messages or perform order actions.

Recorded status and tracking

Use when: the match and tracking source are verified.

Hi {first_name},

Order {order_number} currently shows {verified_order_status}.
Tracking information recorded for {package_or_items}: {verified_tracking_information_or_none}

Next step: {verified_next_step}

Best,
{agent_name}

Address change check

Use when: the warehouse has not yet confirmed whether the change is possible.

Hi {first_name},

I received the address request for order {order_number}. I will check with our fulfilment team before confirming a change.

Please use {secure_channel} to confirm the intended delivery details.

Best,
{agent_name}

Approved return

Use when: the return instructions and any costs are approved.

Hi {first_name},

The return of {items} on order {order_number} is approved.
Instructions: {verified_return_steps}
Deadline and costs: {applicable_terms}

After receipt: {verified_review_process}

Best,
{agent_name}

Provider refund confirmed

Use when: a successful provider refund is verified separately from the WooCommerce record.

Hi {first_name},

The payment record confirms a refund of {amount_and_currency} on {date} for order {order_number}.
Method: {recorded_method}
{verified_provider_estimate}

Best,
{agent_name}

Partial refund explained

Use when: the approved partial amount and reason are recorded.

Hi {first_name},

A partial refund of {amount_and_currency} is recorded for {items_or_reason} on order {order_number}.
The remaining order amount is {verified_remaining_amount}.

If this does not match your request, reply here so I can review the difference.

Best,
{agent_name}

Primary sources

Checked 3 October 2026. Verify current platform instructions before taking an action.

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