Link a Commerce customer and read order context

1. Open the Desk customer. Under Commerce customer link, inspect any exact phone or email suggestions. Matching details are only suggestions; verify the person yourself before Confirm link.
2. Check the linked identity shown on the record. If it is wrong, choose Unlink. Both product records remain intact. A different existing link is refused rather than silently overwritten.
3. Under Commerce orders, inspect the saved sync status and last completed time. Choose Sync now when available to refresh the bounded read-only summary.
4. Review order number, status and total. Source unavailable means the original order cannot currently be supplied. Continue any order change in Commerce with the appropriate access, not in this Desk summary.

The customer summary does not copy product lines or expose payment and address details. A disconnected or revoked Commerce connection leaves Desk customer records, notes and support history usable. Existing projections remain retained and may be marked unavailable. An empty summary is not proof that the customer never ordered.

1. To tie an order to a case, open the ticket. Under Linked orders, choose one of that customer’s synced orders and select Link order. Orders of a different customer are refused. A case can carry up to ten linked orders.
2. Each linked order shows its status, total, the first few item names, the courier and tracking number the seller recorded, and when the snapshot was taken. It is a copy, not the live order. Select Refresh snapshot before quoting a status; refreshing is limited to once every thirty seconds per order. Status changes in Commerce also update the copy on their own.
3. Select Remove link to stop using an order on the case. The case keeps the record that it was linked and who removed it. Open in Commerce appears only for people who also have Commerce access.
4. If the business’s Commerce connection ends, linked orders are hidden and stop updating. They return, as they were last saved, if the connection is restored.

A requester sees a linked order on their own request page only after they confirm it with the order number and the phone number the order was placed with. Wrong answers all look the same, and after five wrong answers in fifteen minutes the form stops accepting tries for a while. Until then the page says only that an order is attached. Desk’s assistant and saved replies never read order details.

Ownership shows who owns the case and since when. Reassigning from Ticket details or choosing Hand over to with a reason records the change in the handover history. Handing a case over does not change its service deadlines.