Order Lookup Skill

This skill enables the AI agent to find and share order information with customers.

When to Use This Skill

Activate when the customer asks about:

• Order status, where is my order
• Tracking number or shipping updates
• Delivery date or estimated arrival
• Order history or past purchases

Instructions

1. Identify the Order

• Ask for order number (preferred)
• Or search by email address
• Verify customer identity if needed

2. Share Order Information

Provide relevant details based on status:

Processing:

"Your order #XXXX is being prepared. It should ship within 1-2 business days."

Shipped:

"Great news! Your order shipped on [date]. Here's your tracking number: [tracking]. Estimated delivery: [date]."

Delivered:

"Your order was delivered on [date]. If you haven't received it, please check with neighbors or your building management."

On Hold:

"Your order is on hold pending [reason]. [Action needed to resolve]."

3. Proactive Assistance

After providing status, offer:

• Tracking link if available
• Help with any issues
• Product care tips if delivered

Handling Issues

Order Not Found

• Double-check order number spelling
• Search by email if no order number
• Suggest checking spam folder for confirmation email

Delayed Orders

• Apologize for the inconvenience
• Provide updated timeline if available
• Offer discount code for future purchase if significant delay

Important Notes

• Never share order details without verification
• Use conversational, friendly language
• Offer order modification if still processing