CASEKIT
Feature

How CaseKit matches Shopify orders

Enter an order reference or customer email in Shopify Admin, or let the optional Gmail extension read the open conversation. Confirm the match before using its fulfillment and tracking details in a reply.

Install on ShopifyOrder lookup, explained
2 possible orders

Illustrative match using synthetic orders. 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

From a reference to the right order

Use an order reference

Supply the number in Admin or use the reference in the Gmail conversation. Check that the returned order belongs to the customer and question.

Match a customer email

If there is no reference, use the checkout email. A different sender address can require a manual search with the details the customer provides.

Resolve ambiguity yourself

When several orders match, compare their dates and fulfillment states, then select the intended order. If nothing matches, verify the reference in Shopify Admin.

Need the general merchant workflow? See how to find a Shopify order by email or order number.

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

The recorded fulfillment and shipment status reported by Shopify.

Shipment

Carrier and tracking

Carrier name, tracking number and a tracking link when Shopify has one.

Answer

A draft when requested

Request a reply after checking the order. On Free, an order lookup does not use a generated draft.

Check what the record can support. A tracking number is not proof of carrier pickup. Review the available status and estimate before sending; investigate incomplete or conflicting information. Shopify shares the last 60 days of order data by default, so older orders may be unavailable.

See also: Order lookup, explained · WISMO detection · Fulfilment status explained · Free plan: unlimited lookups

Questions about this feature

Can it find an order without an order number?
You can enter the customer's checkout email in the Shopify Admin app. The optional Gmail extension can use the sender of the open conversation. If the customer ordered with a different email, ask for the order number or checkout email and search again.
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 successfully generated drafts.
Does looking up an order change anything in Shopify?
No. Access is read-only, so a lookup leaves the order exactly as it was.
Why might an older order be unavailable?
Shopify shares the last 60 days of order data by default. Older orders may be unavailable to CaseKit. A missing result can also mean an incorrect reference or different email; verify the details in Shopify Admin.

Try it on your next customer email

Free plan: unlimited Shopify order lookups and 25 generated drafts per month.

Install on ShopifyAll features