A customer writes "where is my order?". The agent reading it does not open a second tab: the Commerce section
beside the message already holds that person's recent Store Syria orders, and the order number can be copied
straight into the reply. Every agent who can open the conversation sees the section; nothing in it is
administrator-only.

![How order data reaches the conversation](media:commerce/store-syria-data-flow-en.png)

## What you see beside the conversation

With Store Syria as your only connected store, the section opens straight onto that store's view: the **linked
customer** at the top, that customer's **latest 5 orders** below it, and **Find an order** for one that is not
among them. **Refresh** reads the store again, and *Last updated …* says when the answer in front of you was
fetched.

## How a customer is matched

Matching is exact: a normalized email address, or a phone number in international form, compared against what
Store Syria holds. **Names are never matched and never searched.**

- **Guest checkouts match too.** A shopper who never created a store account is matched on the email address or
  phone number they left at checkout, exactly like a registered one.
- On a WhatsApp or SMS inbox the conversation's own verified number links a single matching store customer by
  itself. On a website, email or social inbox the match is a suggestion an agent confirms.
- The panel states which of those happened, and says so plainly when several customers match or none does.

For how the same matching behaves across several stores, see [customer 360](customer-360).

## Linking a customer by hand

A match fails whenever the store holds an address or a number Lynomia Chat does not. Link the customer
yourself:

1. Choose **Link customer** in the Commerce section.
2. Enter an exact email address, or a phone number in international form. Names are not searched, and a local
   number without its country code will not be found.
3. Press **Search**, pick the right customer, and press **Link**.

The orders appear at once, and the link is kept until someone changes it. **Change** swaps it for another
customer; **Unlink** removes it, and an unlink is remembered, so the conversation's number will not link that
contact again on its own.

## What each order shows

Each order is one row: its number, the total in the store's own currency, a status chip, a payment chip, the
date it was placed, how many items it holds and, when Store Syria sends one, the name of the delivery method.

**The order number is the control.** Press it and it is copied to your clipboard, ready to paste into a reply,
a private note or your own Store Syria admin.

Store Syria has a long list of its own order states, and Lynomia Chat maps each one onto a short set.

| Status | What it means for you |
|---|---|
| **Pending payment** | Store Syria has the order but it has not moved yet: a new order, a partially paid one, or a pre-order |
| **Processing** | The order is confirmed and being prepared. Store Syria's *Confirmed* and *Picked Up* both arrive here, and neither has left the store |
| **Shipped** | The order has left the store and is with the courier |
| **Delivered** | The customer has it |
| **Cancelled** | The order was cancelled in the store |
| **Refunded** | The order was returned |
| **Other** | Store Syria sent a state Lynomia Chat does not recognise. Nothing is guessed — check the order in Store Syria |

The payment chip is separate, because an order can be paid and not yet prepared, or delivered and not yet paid.
It reads **Paid**, **Unpaid**, **Partially paid**, **Refunded**, or **Payment not confirmed** when Store Syria
says nothing definite. Only orders reported as paid count towards the spend figures shown elsewhere.

## Find an order by number

Use this when the order a customer quotes is older than their latest five, or when the contact is not linked to
a store customer at all.

1. Open **Find an order**.
2. Type the order number. **Digits only** — anything else is refused before the search runs.
3. Press **Search**.

A match is shown exactly like the other orders, so its number copies the same way. **It may belong to a
different customer**: the search reads the store's orders rather than this contact's, so a result arrives
without a customer and is linked to nobody. Searches are rationed to ten a minute per agent and each is
recorded in the audit log.

## How current the data is

Nothing is imported. The store is read when an agent opens the conversation, when **Refresh** is pressed, and
when Store Syria says this customer changed. An answer is reused for about **120 seconds**; if the store cannot
be reached, the last one is served for up to **24 hours**, labelled with the time it was fetched rather than
passed off as current. **Refresh** waits 30 seconds between reads, shared by everyone on the same contact.

## Live updates

Store Syria can push an event when a customer's orders change, and an open panel refreshes itself. That is
available once the event feed is switched on for your Store Syria installation — not something you can
change from your store — and until then the panel is current as of its last read. The event carries no order
data: it says only which customer changed, and the orders are then read from the store.

## Limits

These are deliberate, not gaps waiting to be filled.

- **No order actions of any kind, and none are planned.** Nothing here changes a Store Syria order: no status
  change, no cancel, no refund, no resending a store email. Lynomia Chat reads Store Syria and never writes to
  it, and the store stays the system of record.
- **No tracking number.** Store Syria records none, so none reaches Lynomia Chat and none is shown.
- **No tracking link and no Send tracking control.** There is nothing to send, so those controls are absent
  rather than disabled.
- **No shipment line on the order card.** Store Syria folds fulfilment into the order's own state, so the
  status chip is the whole of it. A delivery method is a name, not a shipment you can follow.
- **Only the latest 5 orders**, so every count and every total is *visible*, not lifetime.
- **No Overview tab with a single store.** [Customer 360](customer-360) appears once you have more than one
  connected store, so a merchant whose only store is Store Syria never sees that tab.
- **Nothing is written onto the contact.** Disconnect the store and its orders and customer links go with it,
  while contacts and conversations are kept — see
  [manage your Store Syria connection](store-syria-manage-the-connection).

For how this compares with WooCommerce, Salla, Zid and Shopify row by row, see
[what each platform supports](commerce-provider-support).

## The rest of the conversation works normally

A Store Syria conversation is an ordinary conversation. [Assignment and priority](assign-and-prioritise),
[canned responses](canned-responses) and [macros](macros) behave exactly as they do anywhere else, with no
commerce-specific restriction. Two things outside the panel do differ, and both are about automation.

- **Commerce automation rules cannot wait, and cannot write their own message.** A rule on an order being
  created, updated, paid, shipped, delivered, cancelled or refunded runs immediately — no delay can be set on
  it — and the only thing it can send the customer is an approved WhatsApp template. See
  [automation rules](automation-rules).
- **Commerce targeting for a campaign goes through a saved audience.** A campaign's own audience builder takes
  labels and saved audiences only, so build the conditions in the contact filters and save them as a
  [shared audience](shared-audiences).

## Related

- [What the Store Syria integration gives you](store-syria-overview)
- [Manage your Store Syria connection](store-syria-manage-the-connection)
- [Customer 360](customer-360)
- [What each platform supports](commerce-provider-support)
- [What connecting a store gives you](commerce-overview)

## If it does not work

**"Customer not found in this store" for someone we know bought from us.** The email address or phone number
Store Syria holds for them is not the one on this contact. Search by the other and link by hand.

**An order the customer quotes is not in the list.** Only the latest five are shown. Use **Find an order** with
the number they gave you.

**"Last updated" is hours old and Refresh does not move it.** Store Syria is not answering, so the last good
answer is being served rather than a blank panel. If it persists, an administrator checks the connection in
**Settings → Commerce**.

**There is no Commerce section in the conversation at all.** No store is connected yet, or your plan does not
include store data. If you connected in Store Syria and the section never appeared, work through
[Store Syria store data did not connect](store-syria-data-did-not-connect).