E-commerce
July 1, 2026
"My account is empty even though I ordered last year." "I have always bought as a guest, where is my history?" "Since the store migration, not a single order is visible." Three tickets where a missing order history generates distrust and repeated WISMO.
The e-commerce missing order history support covers guest purchases, different account emails, replatform migrations, and duplicate profiles. Distinct from immediate linking (#821 POSTACCT): here, there is a temporal or technical gap between past purchases and the current account.
This guide #827 covers policy ORDHIST-SUP, flow OH-1 to OH-8 and matrix ORDHIST-MAP. Customer Service of the future pairing history bot (#828).
Summary
Why does the missing order history generate tickets?
The customer logs in, and the portal is empty or incomplete. They believe the shop has "lost" their purchases. The agent searches using the wrong email address or does not look up guest orders linked to the profile.
Five typical frictions: missing history
Historical guest purchases: orders never linked to the account created afterwards
Account email ≠ purchase email: personal login, but business or spouse's orders
Replatform migration: old orders out of sync with the portal
Duplicate profile: history associated with a different customer_id
Deleted and recreated account: history not automatically restored
Shopify links orders to the customer when the billing email matches the profile; guest purchases remain orphaned until they are linked or merged (Shopify, manage customers 2026).
DTC Example
Cosmetics, 52 ordhist_ tickets/month post-migration. After ORDHIST-MAP: ordhist_recover_resolution_rate 86%, duplicate WISMO -31%, median time 8 min.
ORDHIST #827 vs POSTACCT #821, ACCT #293, WISMO #9, ACCTDEL #823, migration and bot #828
Seven pieces of content, seven distinct customer history angles.
Quick matrix
#827 ORDHIST: missing history guest migration long-term duplicate
POSTACCT #821: immediate post-purchase link separate from past history
ACCT #293: guest framework account global merge
ACCTDEL #823: account deletion history not restored
ACCTEMAIL #825: email change may explain history discrepancy
Bot #828: find purchases explain tier 1 limits
#827 = my old orders do not appear. #821 = I just purchased and my new account is empty.
Promise #827
Policy ORDHIST-SUP, tree ORDHIST-GATE, 8 macros, multi-email lookup protocol, KPI ordhist_recover_resolution_rate.
Which ordhist_* typologies should be classified?
Classifier targets lookup: past guest ≠ migration ≠ incorrect email login.
Eight ORDHIST-MAP typologies
ordhist_guest_past: unrelated past guest purchases
ordhist_wrong_email: login email ≠ billing orders
ordhist_migration: pre-replatform orders missing from portal
ordhist_duplicate_profile: history on another profile
ordhist_deleted_recreated: account deleted and then recreated
ordhist_b2b_personal: pro orders not on personal account
ordhist_sync_delay: recent linking not yet visible
ordhist_policy_limit: orders outside of the displayed portal window
ordhist_migration: ORDHIST-MIGRATION macro + email archive link if available. Do not promise total sync if data is not imported.
ORDHIST-SUP Policy: agents and escalation rules
The ORDHIST-SUP policy sets multi-source lookup and restoration limits.
Six ORDHIST-SUP rules
Multi-email lookup: known billing emails + current account email
L2 Verification: order.name or PC on found order before detail
Documented merge: merge profiles #293 if duplicate confirmed
Do not invent history: cite admin orders found only
Explain migration limits: ORDHIST-MIGRATION if pre-import
Self-service: link to order status page by order.name if portal is empty
Escalation
Ops data: ordhist_migration volume > 10 tickets/week. Legal: request for third-party history.
Flow OH-1 to OH-8: standard resolution
Eight sequential steps, historical SLA P2 < 4 hours.
Flow OH-1 to OH-8
OH-1 Triage: read message, tag ordhist_*, ask for emails used
OH-2 Customer lookup: current profile, customer_id, creation date
OH-3 Order search: orders by account email + alternative emails
OH-4 Classify: tag ordhist_* via ORDHIST-MAP
OH-5 Resolve path: link merge migration explain limit
OH-6 Execute: link admin orders or merge profiles
OH-7 Confirm: macro ORDHIST-FOUND + portal test 15 min
OH-8 Close: KPI ordhist_recover_resolution_rate
If ordhist_guest_past: same flow POSTACCT PA-6 link order but with a long-term historical angle.
Eight ORDHIST-* macros ready to paste
Factual macros, listing orders found admin.
ORDHIST-* Library
ORDHIST-FOUND: "{{count}} orders found linked to {{email}}. E.g. {{order.list}}. Visible on portal within 15 min."
ORDHIST-GUEST-PAST: "Past guest purchases found. We are linking them to your account {{email}}."
ORDHIST-WRONG-EMAIL: "Orders under {{billing_email}}, not {{login_email}}. Merge or email change possible."
ORDHIST-MIGRATION: "Orders before {{migration_date}} viewable via archive email or customer service. Portal displays post-migration."
ORDHIST-MERGE: "Profile merging in progress. Complete history within 24 hours on {{account_link}}."
ORDHIST-STATUS-LINK: "Tracking order {{order.name}}: {{order_status_url}} even if portal is empty."
ORDHIST-NONE-FOUND: "No orders found for {{criteria}}. Please specify billing email or order number."
ORDHIST-LIMIT: "Portal displays {{window}} months. Older orders: contact us with the number."
ORDHIST-GATE Tree: retrieve before explaining
Systematic lookup before "check your account" macro.
Decision tree
Orders on account email? → ordhist_sync_delay or OK
Orders on other billing email? → ordhist_wrong_email merge or #825
Guest orders on same email? → ordhist_guest_past link OH-6
2 profiles for the same person? → ordhist_duplicate_profile merge #293
Pre-migration only? → ordhist_migration ORDHIST-MIGRATION
Nothing found? → ORDHIST-NONE-FOUND collect more info
Efficient admin lookup
Search orders by: account email, emails mentioned by customer, phone, last4 if provided. Export order.name list for ORDHIST-FOUND macro.
KPI, QA and handoff to bot #828
Measuring ORDHIST distinguishes genuine reunions from misclassified WISMO tickets.
Four ORDHIST KPIs
ordhist_recover_resolution_rate: visible or explained history / total
ordhist_multi_email_lookup_rate: % with search > 1 email
ordhist_merge_rate: % of merged ordhist_duplicate_profile
ordhist_repeat_14d: reopening of the same topic within 14 days
Handoff bot #828
Export ORDHIST-MAP to intents bot_ordhist_lookup, bot_ordhist_limit. Guardrail ORDHIST-CITE-BOT: cite order.name found via API only. Human handoff if merge, migration ops, ordhist_b2b_personal.
Edge cases: replatforming, marketplace, corporate account
Three cases outside the standard macro.
ordhist_migration
Pre-Shopify data not imported: honest ORDHIST-MIGRATION, lookup internal CSV archive if ops policy allows, no promise of a complete portal.
ordhist_b2b_personal
Company account orders: history on pro profile, no personal login. Guide to private catalog access #811 if relevant.
ordhist_deleted_recreated
Link #823 ACCTDEL-UNDO: no auto-restoration. Lookup orphan orders by billing email, manual link if verification is OK.
Agent training: 30 minutes ORDHIST
Module: multi-email lookup before response, distinguishing active WISMO from empty history.
Exercises
Ticket A: past guest → ORDHIST-GUEST-PAST link not WISMO tracking
Ticket B: 2 emails → ordhist_wrong_email merge not fast NONE-FOUND
Ticket C: pre-migration → ORDHIST-MIGRATION not "portal bug"
How Qstomy structures ORDHIST in your stack
Qstomy route ordhist_*, suggests multi-email lookup and displays admin orders in the ticket.
Three building blocks
Routing: intent missing_order_history vs wismo_active
Order search: Shopify multi-email suggestions sync
Analytics: ordhist_recover by guest migration typo
FAQ and ORDHIST deployment checklist
FAQ
Can a guest see history without an account?
No, not in the portal. Lookup by order email + status page ORDHIST-STATUS-LINK.
Difference #821?
#821 = empty account right after purchase. #827 = past history missing long-term.
Migration = bug?
Often import limit. ORDHIST-MIGRATION is transparent, do not deny existing orders admin.
7-Day Checklist
D1: ORDHIST-SUP + ORDHIST-MAP
D2: 8 helpdesk macros
D3: doc migration_date + archive emails if replatform
D4: multi-email lookup training
D5: ordhist_* tags + KPI
D6: QA 10 tickets recover rate
D7: bot brief #828 ORDHIST-CITE-BOT
Linking
Enzo
July 1, 2026
