How to find a customer's VTEX orders by CPF or email in Zendesk
By Jake Marsh · Updated
With Feirawell for VTEX installed, a Zendesk ticket finds the customer's VTEX orders on its own: it searches by every email on the requester's profile, by any CPF or CNPJ written in the ticket and by VTEX order ids in the ticket, then shows only orders whose customer email or document is exactly theirs. For anything else, type an order number, email, CPF, CNPJ or full name into Find an order at the bottom of the sidebar.
How the automatic match works
- Collect what the ticket knows. Up to five emails on the requester's Zendesk profile, up to three CPF or CNPJ numbers written in the ticket (check digits validated, so a random number isn't searched) and up to three VTEX order ids in the ticket.
- Ask VTEX's order search for each one.
- Read up to 10 candidate orders in full, newest first across all the searches, plus any order ids from the ticket. When VTEX has more, the sidebar says older orders may be missing.
- Keep exact matches only. An order stays when its customer email or document is exactly the requester's. VTEX's search also returns near matches, such as another customer with the same name. Those are counted under the list and never shown.
- Name orders that belong to someone else. If an order id in the ticket belongs to another customer, the sidebar says so with a masked email, so the agent can look it up on purpose.
Look up an order by hand
Type into Find an order (placeholder "Order, email, CPF/CNPJ or name"):
| You type | What it finds |
|---|---|
| An order id | That order |
| An email | Orders for that email |
| A CPF or CNPJ | Orders for that document |
| A full name | Orders for that customer name |
Lookups are useful when the customer writes from a new address, or when someone asks about an order placed for another person.
Why an order doesn't show
| Reason | What to do |
|---|---|
| The order is less than about four minutes old | VTEX's search indexes new orders after about four minutes. Refresh shortly or search by order id. |
| The order is more than two years old | VTEX's order search covers the last two years. |
| The requester uses a plus address (ana+loja@...) | VTEX's search can't take a "+" sign, so the sidebar says that address could not be searched. Use the order number, CPF or CNPJ. |
| Your account masks customer emails | An order whose email VTEX hides is shown only when VTEX found it by the requester's own email, with a badge. |
| The order is in another VTEX account | Switch accounts at the top of the sidebar, if you connected up to three. |
| The customer used a different email | Ask for the CPF or the order number, or add their other address to their Zendesk profile. |
What agents see on each order
Items with totals, discounts and shipping; payments with Pix, boleto and its link, or card brand, last digits and installments; dates; delivery or pickup; invoices with tracking numbers and carrier links; and the order status in plain words, such as Payment pending, Ready for handling, Invoiced or Canceled. Insert status in reply puts the status and tracking into the agent's reply, ready to edit.
Portuguese and Spanish
Each agent sees Feirawell in their Zendesk language: Portuguese, Spanish, otherwise English. An admin can set Language to en, pt-BR or es to fix one language for everyone. Ticket notes are written in the acting agent's language.
What it costs
Feirawell for VTEX is $9 per agent per month after a 14-day free trial, billed monthly by Zendesk. The full matching rules are in the Feirawell documentation.
Feirawell for VTEX
Your customer's VTEX orders by email or CPF: items, Pix and boleto, invoices, tracking. $9/agent. $9 a month per agent.
Questions
Does the CPF need to be formatted?
No. Feirawell reads CPF and CNPJ numbers written in the ticket formatted (123.456.789-09) or as bare digits, and checks their check digits, so a number that fails the check isn't searched.
Could an agent see a stranger's orders?
Not from the automatic match. Orders are kept only when the customer email or document is exactly the requester's. A manual lookup shows what the agent asked for.
Does Feirawell store the orders it finds?
No. It reads orders only for the person on the ticket or one lookup, keeps nothing after the sidebar closes and has no export.
Can I match customers by phone number?
No. Matching uses emails, CPF or CNPJ, and order ids. For a phone-only contact, ask for the order number or document.
More Feirawell for VTEX guides
More Zendesk guides
- How to import old emails into Zendesk as tickets (Ferrywell)
- How to create a Zendesk ticket every month on a set day (Everytide)
- How to route tickets from at-risk customers in Zendesk (Heartwell)
- How to change a Shopware order status from Zendesk (Creelwell for Shopware)