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Order verification
How customers prove an order is theirs before Kalfa AI shows order details, and the limits that protect your customers.
Kalfa AI shows order details — status, items, address, tracking, invoices — only to the customer the order belongs to. The check is made by Arasta, never by the AI.
How it works
- Kalfa AI asks for the order number and the email address used for the order.
- If they belong to the same order, Arasta emails a 6-digit code to that address. The code is valid for 10 minutes.
- The customer types the code in the chat (or in WhatsApp). The code is checked by Arasta; it is never shown to Kalfa AI or stored in the conversation — your team sees a placeholder.
- Once verified, the customer can ask about that order and other orders of the same email address in the conversation.
If the details do not match, the customer is told no matching order was found — without saying which detail was wrong.
Logged-in customers are recognised without a code on Shopify, and on Magento with the connector module (signed customer identity).
Limits
- 3 tries per code.
- A limited number of codes per conversation per hour and per customer per day. When the attempts are used up, verification is locked and the conversation is handed to your team ("Verification attempts used up").
Verification method
The default method sends a code. A store can instead verify on a matching order number and email alone. This setting is not in the dashboard; contact us if you want to change it.
What your team sees
- The conversation header and Details show what is verified (for example "verified: order 000000123").
- Risk signals warn about repeated mismatches, locked verification, a different email than the verified one, or a customer asking about orders without being verified.
- The customer panel marks an email that was typed but not confirmed as Not verified — do not share order or account details until the customer verifies.