A customer gets "No order found" on the Track your order page. What are they typing wrong?

The page needs two things, and both must match the order.

• Order number: exactly as shown on their confirmation, for example ABC-0012, with the dash and in capitals. Leave out the # sign.
• Email: the same email used at checkout. Capital letters don't matter, but a different address, even their other email, gets the same message.

For privacy, the page shows No order found — check the order number and email whether the number is wrong or the email doesn't match. It never says which one.

To check for them, go to Orders → Manage Orders, search their name or phone, and open the order. The heading shows the order number and Customer & Shipping shows the email they used.