CASEKIT
For Shopify merchants

Find a Shopify order by email or order number

Start with the customer's order reference or checkout email, then confirm the order before answering. Use Shopify Admin directly, or bring lookup and reply drafting together with CaseKit.

Install on ShopifyExplore CaseKit order lookup

CaseKit works in Shopify Admin. The Gmail extension is optional.

2 possible orders

No order number in this message. Two open orders match sarah.johnson@example.com.

Order #10582In transit
22 Aug 2026 · 2 items · €89.00 · DHL
Order #10344Delivered
04 Aug 2026 · 1 item · €24.00 · DHL

Illustrative orders with synthetic customer details.

How to look up an order in Shopify Admin

You can find and check an order without installing an app.

Search your store's Orders

Open Orders in Shopify Admin and search the order number or checkout email. If the message uses a different email address, ask for the original checkout details.

Confirm the match

Compare the customer, date and items with the question. For repeat customers, check which order they mean before sharing a tracking link.

Read the fulfillment details

Check whether the order is unfulfilled, partly fulfilled or fulfilled. Review the available shipment details before describing progress or a delivery estimate.

See Shopify's instructions for searching orders and viewing order details.

Bring the lookup into your support workflow

CaseKit uses your connected store's order data to help prepare the next reply.

Work in Shopify Admin

Open CaseKit, enter the order reference or customer email, and paste the message. Check the matched order, request a reply, then review and copy it into the inbox you use.

See the standalone Shopify app →

Answer from Gmail

After installing the Shopify app, connect the optional Chrome extension. It can find the order from the open conversation and offers manual search when you need a different reference.

Connect Shopify to Gmail →

Multiple matches still need your choice. See how CaseKit handles order matching and what the order card shows.

What to check when an order is missing

A missing result is a reason to verify the details before answering.

Different checkout email

The sender may not be using the email entered at checkout. Ask for the order number or checkout email, then search again.

Incorrect reference or store

Check the complete reference and that you are searching the store where the purchase was made. Do not use a similar-looking order as a substitute.

Older order

Shopify shares the last 60 days of order data with CaseKit by default. Older orders may be unavailable. A miss does not prove an order is old; verify it in Shopify Admin.

Found the order? Use the WISMO reply checklist to decide which shipping facts you can safely include. CaseKit is read-only; you review the reply and send it yourself.

Order lookup questions

How do I find a Shopify order from a customer email address?
Search Orders in Shopify Admin using the checkout email address, or find the customer profile and review their orders. In CaseKit, enter the email in the Admin app; the optional Gmail extension can use the sender of the open conversation. Confirm the order before replying.
What if the customer has several orders?
Check the order reference, date and items against the customer's message. CaseKit shows candidate orders when the match is ambiguous so you can choose the right one.
What if the customer writes from a different address than the one they ordered with?
Ask for the order number or checkout email and use it to search. A sender-email match alone may miss the order. The optional Gmail extension also provides manual lookup without leaving the conversation.
How far back can CaseKit look?
Shopify shares the last 60 days of order data by default. Older orders may be unavailable to CaseKit. A missing result does not tell us whether the reference is incorrect or the order is outside that window; verify the reference and search in Shopify Admin.
Is this a public order-tracking page for shoppers?
No. CaseKit is a tool for a merchant and authorized staff using their connected store. Customers should use the order-status or tracking link in their confirmation email, or contact the store that took the order.
Is there a limit on lookups?
Order lookups are unlimited on the Free plan under a fair-use guardrail. The Free plan limit applies to successfully generated drafts, not to finding orders. CaseKit reads orders; it cannot refund, cancel, edit or fulfill them.

Turn the order you found into a reviewed reply

Start in Shopify Admin. Add the optional Gmail extension when you want order context beside the email.

Install on ShopifyOrder lookup feature