E-commerce
July 28, 2026
A customer may not be able to find their order confirmation or invoice when they need it: tracking, accounting, warranty, refund, expense report, or proof of purchase. The request is simple, but it sometimes involves personal data.
The chatbot can help find the right document, verify the email address used, explain guest orders, and transfer the request if a resend or correction is needed.
This guide explains how to help a customer find an invoice or order confirmation using an AI chatbot.
Summary
Why are these documents important?
The confirmation reassures the customer that the order exists. The invoice is often used for accounting, warranty, reimbursement, or proof of purchase.
When the document is missing, the customer may believe that the order failed or that the purchase is not recognized. The chatbot must therefore quickly help them find a reliable record.
A missing document must not become a doubt about the order.
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Which causes should be checked?
The document may be in the spam folder, sent to another address, linked to a guest order, generated after shipping, blocked by an email error, or accessible only from the customer account.
The bot must also check whether the customer is looking for a confirmation, an invoice, a receipt, a credit note, or proof of refund.
How do I verify the email?
The bot may request the email used during the purchase or verify via the connected account. It must avoid displaying a full address unnecessarily.
It can say: "The order may be linked to another email address or to a guest purchase. I can help you find it."
How do I manage guest orders?
An order placed without an account may not appear in the customer area. The chatbot must explain this difference clearly.
It can help find the order using the purchase email, order number, or a tracking link, and then transfer the request if a link to the account is requested.
When should the document be sent back?
Resending depends on account verification and document availability. The bot must not send an invoice to an unverified address.
It can prepare the request: "I can forward a resend request to the address associated with the order."
Which flow to follow?
The flow must retrieve the document without exposing the data.
Identify the requested document: confirmation, invoice, receipt, credit note or refund.
Verify email, customer account, guest order and order number.
Guide to spam, account or tracking page if relevant.
Explain when the document is generated.
Transfer if a resend, correction or attachment is necessary.
Which messages should be used?
For a confirmation: "Check the address used at the time of purchase and your spam folder. I can also help you find the order."
For an invoice: "The invoice may be available in your account or generated after certain order steps."
For a guest order: "If you ordered without an account, the order may not automatically appear in your customer area."
When to transfer?
The transfer is necessary if the document needs to be resent, if the email is incorrect, if an invoice needs to be corrected, if a guest order needs to be linked, or if the customer requests official proof.
The bot must transmit the order, masked email, type of document, concerned account, and the exact request.
Which KPIs should be monitored?
Track unreceived confirmations, missing invoices, guest orders, document resends, and invoice corrections.
This data indicates whether transactional emails are reliable and if the customer account makes documents sufficiently visible.
Which mistakes should be avoided?
Avoid sending a document without verification, confusing an invoice with a confirmation, or saying that an order does not exist because it does not appear in the account.
The chatbot must search for possible paths before concluding.
How can Qstomy help?
Qstomy can use the customer, cart, order, and support context to answer clearly, then hand over sensitive cases with an actionable summary.
The chatbot helps the customer move forward without exposing unnecessary data or promising an unverified action.
Explore AI support, the AI sales agent or request a demo.
Key takeaways
Key takeaways
An untraceable invoice or confirmation must be searched for systematically.
What the customer must understand
The customer must understand the difference between email, account, guest checkout, and documents generated at a later time.
The appropriate limit of the chatbot
The chatbot can guide the search, but it must escalate resends, corrections, and sensitive official documents.
Enzo
July 28, 2026
