Draft-quality learning — ground order drafts before re-asking for lookup details

Automation draft weakness

• On ticket 31929, the earlier private draft asked for an order number even though the ticket metadata already carried an order number.
• On tickets 31926 and 31927, the earlier drafts did not make the concise, verified order-confirmation answer that a live lookup by requester email can support when it produces a unique match.
• On ticket 31938, the earlier draft correctly avoided promising a change, but it could not distinguish an information request from the agent's later case-specific cancellation and refund action.

Manual reply improvement

• Matt's public replies on tickets 31929, 31926, and 31927 gave the customer a direct verified status/confirmation instead of requesting information already available in the ticket or order record.
• The public reply on ticket 31938 performed a customer-specific cancellation/refund decision. That outcome is not reusable automation authority.

New drafting rule

For allowed order-tracking, shipment-status, or order-confirmation questions, first inspect the ticket's order-number custom field. If it is absent, use the Freshdesk requester email for a read-only Shopify lookup before asking the customer to repeat it. Ask for an order number or checkout email only when the available lookup data does not identify a confident match. If a confusing automated email is involved, explain its status only when current ticket evidence or live order data supports that explanation. Never infer, promise, or carry out a cancellation, refund, price adjustment, or order change from a lookup.

Confidence effect and storage decision

This is a human-edited, reusable support-process correction. It improves source grounding and customer effort while preserving the existing boundary that refund and order-change decisions remain human-only. Store as a reviewable learning proposal that is safe for future private-note drafts.