Searching an Order in the Order App: A Quick Guide – Simple Doc Filings

Welcome to our Quick Guide for Agents searching for orders within our Order App! In this guide, we'll show you how to easily search for orders placed by customers using their name, email address, or phone number. With just a few clicks, you’ll learn how to quickly locate any existing orders!

We search for an order in the Order App using the customer's:

NAME
EMAIL ADDRESS
PHONE NUMBER
ORDER ID

ORDER APP LINKS:

US Passport/Green Card

PreTSA

Global Entry/Nexus/Sentri

Social Security Card - SSN

ESTA

EIN

UK Driver's License - UKDL

Ireland Passport

Order APP Search Bar:

Steps for Searching an Order in the Order App:

Missed/Abandoned Calls: Check voicemail messages left by customers and investigate interactions that could connect to the ticket associated with the order.
EMAIL: Search for the order using the customer's NAME, EMAIL, and PHONE NUMBER given by the caller/customer.
If there are multiple results associated with the customer's name in the Order App, you can use CTRL+F to paste the name and narrow down the list of search results.
If you find the order, please update the Requester field in Zendesk to connect the order and provide the customer with their needed assistance.
If no order is found, update the assignee as 'Not a customer/Your Name' and write an internal note 'not a cx -closing'. Submit the ticket as SOLVED.

NOTE:

If a customer is requesting a refund or mentioning a charge on their card, but no results are found, then the customer should be asked to provide additional information, as the order may be registered under a different name, email, and/or phone number.

If the customer responds with new or the same information and you still cannot pull up the order, please send the macro "Card was charged".

If a customer is not requesting a refund or mentioning a charge on their card, the ticket should be marked as "Not a Customer."

How to search an order using Order ID/Order #:

The order ID/Order # can be found in the screenshot below. It has 12 characters including letters and numbers. Customers may also provide the order ID/Order # to you over the phone or leave it on a voicemail.
Copy the Order ID/Order Number and open any existing order in the Order App.
Replace the order ID in the web link with the order ID you copied, then press enter. This will allow you to access the customer's order.

For Passports: If you cannot find the order using the given information, try searching by using the "ABC" code, last/first name, and reference the order date on the ticket and other information given, which may help to locate the related order.

Sample Ticket:

If you attempt to search for the order using the customer's name, email address, or phone number and you are not able to locate it, we can use the "ABC" code in searching the Order App to see if it matches any existing orders of the customer.

Search for "abc white" by typing it into the search bar and clicking "Search".
Browse through the orders to find the point in time when the customer placed the order.
On the given date, Emerson White is the only customer with an order. If you open the order, the customer's first name can be found in the emergency contact section. Additionally, the customer's contact information is linked to the order, thus confirming that this order belongs to the customer.
We need to double-check if we have the correct order for this ticket since the last name is different. To do so, please use the macro "No order under cx info" and mark it as PENDING while we await confirmation.