Check the connection
Confirm the store and Message workspace selected during setup. Look for a connection error or an outstanding provider-permission step before retrying a sync.
Check the source
For a missing product or policy answer, confirm the source was selected, synchronized and reviewed. Public knowledge and private order lookup follow different paths.
Check verification
If an order cannot be shown, use the supported identity-verification flow. Do not bypass that check by giving AI a broader export of private customer records.
Ask for help
Send your workspace name, store domain, the affected feature and the time of the error to [email protected]. Keep access tokens and customer records out of your first message. Store changes such as refunds should be handled in the authorized provider workflow.
Keep going
Put the next step into practice, or ask us about your setup.