Search for a Shopify order by customer
A customer phones about an order and has no order number. The search box on the Orders page finds their orders from a name, an email address, or an order number. This tutorial finds the three orders for Dana Whitfield, worth $174.00 in total.
Written · Shopify admin, desktop steps · 5 minutes read
The worked example
| Customer | Dana Whitfield |
| Order 1061, 2 × Trail Crew Tee | $56.00 |
| Order 1062, 1 × Summit Hoodie | $45.00 |
| Order 1063, hoodie and tee | $73.00 |
| Orders found | 3 |
| Total of the three orders | $174.00 |
Download the search result: customer-order-search.csv (188 bytes).
The three orders found for Dana Whitfield. The three order totals add to the $174.00 in the slip above.
1Go to Orders
From your Shopify admin, go to Orders. The Orders page lists your orders with the most recent first. You do not need to scroll through the list: the search box does the finding.
2Search by the customer name
Use the search box to find the order. You can search if you have the order number, the receipt number for an order created in Shopify POS, the customer name, or the customer email address. Type Dana Whitfield and read the results. Three orders appear.
3Check the three orders add up
Open each result and check it belongs to the same Dana Whitfield: the same email address on all three. Order 1061 is $56.00, order 1062 is $45.00, and order 1063 is $73.00. The three orders total $174.00. If a result belongs to a different customer with the same name, the email address gives it away.
4Open the order the customer means
Dana is asking about the hoodie order, which is order 1062 at $45.00. Click the order to view its details. From the order you can review its product information and subtotals, view its timeline, check its currency, add notes and tags, and contact the customer.
5Answer from the order, not from memory
Read the fulfilment status and the payment status from the order before you answer. If Dana asks where it is, the timeline shows what has shipped and what has not. Do not guess from the order number alone: the order page is the record.
The arithmetic
| Order | Items | Order total |
|---|---|---|
| 1061 | 2 × Trail Crew Tee | $56.00 |
| 1062 | 1 × Summit Hoodie | $45.00 |
| 1063 | 1 × Summit Hoodie, 1 × Trail Crew Tee | $73.00 |
| Total of the three orders | $174.00 |
The three orders add to $174.00: $56.00 plus $45.00 plus $73.00.
Held at the counter
A name can match more than one customer. Two customers can share a name. The search returns both, and the order number, the email address, or the receipt number tells them apart. Confirm the email address before you discuss an order with a caller.
The search finds the order, not the parcel. Search shows you the order and its timeline. It does not track the parcel: the carrier tracking link on the order does that. Do not promise a delivery date from the search result.
Product details in an order are frozen at purchase. When you view an order, the product information reflects what was true at the time the order was placed. If you changed the product since, the order still shows the old title and price. That is the record, not a mistake.
Sources
- Viewing and managing order details — Shopify's help pages: the order timeline, notes and comments, tags, and searching for an order by number, name, or email.