Order Inquiry

Step 3: Handle Special Cases

Nepal-sourced items (longer lead times): Some products ship directly from our Nepal workshop. These have 2-4 week lead times. Check the fulfillment_route field — if it's "nepal", set appropriate expectations and explain the artisan sourcing context positively.

FBA orders: Orders fulfilled by Amazon have separate tracking. Check fulfillment_route = 'fba' and direct customer to Amazon tracking.

Delayed orders (>7 business days domestic, >21 days international):

• Acknowledge the delay directly — don't make excuses
• Check carrier tracking for the last scan event
• If tracking shows no movement for 5+ days, escalate to warehouse-manager (domestic) or operations-manager (international)
• Offer a concrete next step: "I'm looking into this right now and will update you within 24 hours"

Order not found:

• Verify the email address and order number
• Check if the order might be under a different email
• If genuinely not found, ask the customer for their order confirmation email
• Do NOT say "we have no record of your order" — say "I'm having trouble locating your order with that information. Could you share your order confirmation email so I can look it up?"

Step 4: Generate Response

Use the response template from agents/customer-service/skills/ticket-triage/response-templates.md as a starting point, but personalize:

• Include the specific tracking number and carrier
• If delayed, acknowledge proactively
• If delivered but customer claims non-receipt, escalate to operations-manager (Tier 2)
• For Nepal-sourced items, briefly explain the artisan sourcing — customers generally appreciate knowing their item is being crafted specifically

Data Sources

1. Supabase orders table — Primary lookup for order status, fulfillment route
2. Shopify Orders API — Fallback for real-time status if Supabase sync is delayed
3. Shippo API — For detailed tracking events (carrier scans, delivery confirmation)

Output

{
  "order_found": true,
  "order_number": "#1042",
  "status": "on_its_way",
  "tracking_number": "9400...",
  "carrier": "USPS",
  "estimated_delivery": "2026-03-25",
  "response_draft": "...",
  "needs_escalation": false,
  "escalation_reason": null
}