OrderStatus – AskETA – StatusNotFound

<h2>✅ Purpose</h2>
<p>
  Help Kaia handle order status questions where no matching order or purchase record exists. The article provides polite fallback replies, suggestions to verify customer information, and clear escalation steps to human agents.
</p>

<hr />

<h2>💬 Trigger Phrases</h2>
<ul>
  <li>I can’t find my order</li>
  <li>There’s no record of my purchase</li>
  <li>My email doesn’t show any orders</li>
  <li>Where is my order? I don’t see it on file</li>
</ul>

<hr />

<h2>🧠 Step-by-Step Logic & Data Field References</h2>

<h3>📦 Which checks Kaia should perform:</h3>

<table border="1" cellpadding="8" cellspacing="0">
  <thead>
    <tr>
      <th style="text-align:left;">Check</th>
      <th style="text-align:left;">Purpose</th>
    </tr>
  </thead>
  <tbody>
    <tr>
      <td>Verify email spelling and account identity</td>
      <td>Ensure customer provided correct and complete email address.</td>
    </tr>
    <tr>
      <td>Cross-check alternative emails or contact records</td>
      <td>Search for orders linked to secondary or legacy emails.</td>
    </tr>
    <tr>
      <td>Review CRM data for recent Deals or Purchase Orders</td>
      <td>Confirm no active orders exist under the provided contact info.</td>
    </tr>
  </tbody>
</table>

<p><strong>🟡 Fallback Rule:</strong> If no order is found after all checks, escalate with a clear human handoff.</p>

<hr />

<h2>🗣 Full Conversation Flow</h2>

<h3>Step 1 – Inform Customer No Order Found</h3>
<blockquote>
Thanks for confirming your email. I wasn’t able to find any active order associated with that address.  
Could you please double-check the email you used when placing the order?
</blockquote>

<h3>Step 2 – Offer Assistance to Verify Info</h3>
<blockquote>
If you think you may have used a different email or account, please let me know so I can check again.
</blockquote>

<h3>Step 3 – Escalate if Still No Match</h3>
<blockquote>
I’m sorry for the inconvenience. I’ve escalated your case to our support team for further review.  
They will get back to you as soon as possible with an update.
</blockquote>

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<h2>⚠️ Escalation Guidance</h2>
<p>Kaia should:</p>
<ul>
  <li>Create a support ticket tagged with “Order Not Found”.</li>
  <li>Include all relevant conversation history and customer details.</li>
  <li>Notify the human team for manual investigation.</li>
</ul>

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