> ## Documentation Index
> Fetch the complete documentation index at: https://docs.onecommerce.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders and products

> Answer order questions without leaving the chat.

## The Orders panel

Tap **Orders** at the top of a chat. You'll see that customer's Shopify orders, newest first:

* the items, and what was paid,
* payment status, and anything refunded,
* delivery progress, with the courier's latest status,
* the tracking link.

Tap **Send tracking link** to put the tracking link in your reply box, ready to send.

Can't find the order? Search the panel by **order number** or **phone number**. Useful when a customer writes from a different number.

> [!NOTE]
>
> Viewing orders never changes anything in Shopify. Only [cancel and refund](/shopify/cancel-and-refund.md) does, and that is off until an admin turns it on.

## Shopify customers in the list

Customers who have ordered from your store get Shopify's **bag icon** in the chat list, and the **Shopify** quick filter shows only them. New chats are checked in the background, so the icon may take a little while to appear.

## Products: send a product link

**1. Open Products**

In the Orders panel, switch to **Products**.

**2. Find the product**

Type part of the product name. Results come live from your store.

**3. Put it in your reply**

Tap **Put in reply**. A short message with the product's web link is ready in the reply box. Change it if you like, then send.

Admins can set the wording around the link: your initials → **Shopify** → **Products tab: Put in reply**.


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