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Aide only discusses or changes an order once it knows the person asking owns it. Anyone can type someone else’s email, so a typed email on its own is never enough.

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Ways a shopper is verified

  • Logged in to your store: on a Shopify store with the Aide chat embed, a shopper logged in to their store account is recognised automatically. Their name, email and orders come from the store, with no extra step.
  • Order number and email: a shopper who isn’t logged in is asked for the order number and the email used at checkout. Both must match the same order before Aide shares anything about it.
  • From their customer account: “Get help with this order” in a Shopify customer account opens the chat with that order already verified.
  • On the thank-you page: a logged-in shopper is verified for the order they just placed. A guest is asked only for the email they ordered with.
  • By email: Aide acts only on orders placed with the address the email came from. An order number typed into the message proves nothing; someone writing from another address is asked to write from the one on the order.
  • Your own site’s login: a visitor your site identifies with a signed identity counts as verified. See the article on identifying logged-in customers.

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When the details don’t match

Aide says so without revealing whether the order or the email exists. After five wrong attempts in one conversation, Aide stops trying and hands the conversation to your team.

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What your team sees

The conversation’s Orders section shows the customer’s orders either way. When a chat visitor only typed an email, the match is marked “Unverified” and “Matched by email only”: your team can see those orders, but Aide’s replies never use them.

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Good to know

  • When a logged-in shopper logs out on a shared computer, the chat signs out too, so the next person can’t see their conversations.
  • An email typed in the chat can’t unlock someone else’s orders; the store account decides.
  • A customer created a minute ago is still recognised; their orders appear once Aide has synced them.
  • Automatic recognition needs the app’s default storefront path, /apps/aide. If you renamed it in Shopify (Settings > Apps > Aide > App proxy URL), logged-in shoppers aren’t recognised.