Symptoms:
Customer enters email and order number but receives “Order not found”
Portal shows “No orders found” or “Invalid credentials”
Root Causes:
Wrong email address
Customer using different email than order confirmation
Typo in email address
Wrong order number
Customer confused invoice number with order number
Typo in order number
Order not synced
Order not yet imported from e-commerce platform
Integration delay or failure
Order ineligible
Order outside return window
Order from different merchant/shop
Resolution Steps:
Verify Order Details:
Ask customer for order confirmation email
Confirm exact email address and order number format
Check if order number includes prefix (e.g., “ORD-12345” vs “12345”)
Check in Back-office:
Search for order in Returns Back-office → Orders
If order exists: Check email spelling matches exactly
If order doesn’t exist: Check e-commerce integration status
Integration Check:
Navigate to Returns Back-office → Integrations
Verify e-commerce integration shows recent sync timestamp
Check for integration error messages
Manual Order Import (if needed):
Contact Ingrid support to manually trigger order sync
Provide order number and platform order ID
Customer Communication:
Explain order may take 5-10 minutes to appear after purchase
Provide correct order number format example
Offer manual return creation via CS team if urgent