How to Look Up Your Order, Ticket, or Return Status #

We’ve made it easy to check the status of your orders, support tickets, returns, and refunds directly from our chat assistant — no waiting, no emails required.

This guide explains what you can look up, which reference number to use, and what you’ll see.

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💬 Where to Start #

1. Open the chat widget on our website
2. Select “Check Order Status” or “Lookup a Case”
3. Enter the relevant reference number when prompted

That’s it.

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📦 Check Your Order Status #

Use this if you want to know:

• Order status (Processing, Shipped, Delivered)
• Tracking number and carrier
• Order total and date
• Refund or return status (if applicable)

✅ What to enter #

You can use either format:

• WC-1234
• 1234

👤 If you’re logged in #

No extra information is needed.

👥 If you checked out as a guest #

You may be asked for the billing email used at checkout for privacy reasons.

🧾 What you’ll see #

• Order number
• Current order status
• Tracking details (if shipped)
• Refund information (if any)
• Return / warranty request (if submitted)

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🎫 Check a Support Ticket (SupportCandy) #

Use this if you contacted support and received a ticket number.

✅ What to enter #

• SC-1234

🔐 Privacy protection #

• If logged in: we verify the ticket belongs to you
• If not logged in: you may be asked to enter the email used when submitting the ticket

🧾 What you’ll see #

• Ticket subject
• Ticket status (Open, Pending, Closed, etc.)
• Last updated time
• Priority (if set)
• A “View Ticket” button to open the full conversation

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🔄 Check a Return or Warranty Request (Dokan) #

Use this if you submitted a Return or Warranty Request.

✅ What to enter #

• RMA-1234

🧾 What you’ll see #

• Return / warranty status
• Submission date
• Related order details (if available)

ℹ️ If you see: #

“No return request found yet.”

It means no return or warranty request has been submitted for that order yet.

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💰 Check a Refund #

If a refund has already been created, it will automatically appear inside your order details.

What refund info includes: #

• Refund ID
• Refunded amount
• Refund status

No separate lookup is required in most cases.

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❓ Common Messages Explained #

“We couldn’t find an order with that number.” #

• The order may not exist yet
• The number may be incorrect
• Try again in a few minutes if the order was just placed

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“For privacy, please enter the billing email.” #

• This is required for guest orders or tickets
• It protects your personal information

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“No return request found yet.” #

• No return or warranty request has been submitted for that order yet

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🔒 Your Privacy Matters #

For your protection:

• Only the order owner can view order details
• Guest users must verify using their billing email
• Support tickets are only visible to the ticket owner or administrators

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🆘 Still Need Help? #

If you can’t find what you’re looking for, you can always:

• Submit a new support ticket
• Reply directly inside an existing ticket
• Contact our support team through the chat

We’re here to help 🙌