Answer where-is-my-order tickets from live Shopify data

**Objective:** Work out where the Shopify order behind Zendesk ticket `{ticket-id}` is (order `{order-number}` if given, otherwise the one the ticket refers to), draft a reply to the requester, and post it as a public comment only after the user confirms.

**Step 1: Read the ticket**

Call `zendesk-get-ticket` filtered by ticket-id `{ticket-id}` and note requester-name, requester-email and status. Call `zendesk-get-ticket-comment` filtered by ticket-id and look for an order number if `{order-number}` was not given.

**Step 2: Find the order**

If you have an order number, call `shopify-get-order` filtered by order-number, and retry with name set to # followed by the number. Otherwise call `shopify-get-order` filtered by email set to the requester-email and take the most recent order that is not cancelled. If several recent orders are unfulfilled, list them and ask which one is meant.

Confirm the order email equals the requester-email, ignoring case. If it does not, stop: do not disclose another customer's order. Say the email does not match and suggest asking the requester to confirm the order number.

**Step 3: Where it is**

* Call `shopify-get-fulfillment` filtered by order-id: status, shipment-status, tracking-company, tracking-number, tracking-url, created-at.
* For each fulfillment, call `shopify-get-fulfillment-event` filtered by fulfillment-id and take the latest status, city, happened-at and estimated-delivery-at.
* If there is no fulfillment, call `shopify-get-fulfillment-order` filtered by order-id, and `shopify-get-fulfillment-order-hold` filtered by order-id, to say whether it is waiting, scheduled or on hold.

**Step 4: Draft and confirm**

Draft a short, plain reply addressed to the requester by first name. Give the order name, where it is now, the carrier and tracking link if there is one, and the expected delivery date if Shopify has one. If the order is on hold, do not quote the internal hold reason. Say it is being looked into.

Show the draft to the user with the facts it is based on, and ask whether to post it.

**Step 5: Post**

Only after the user confirms, call `zendesk-add-ticket-comment` once with ticket-id `{ticket-id}`, body the confirmed text, and public true. Report the new comment id.

**Rules & Guidelines:**

* `zendesk-get-ticket`, `zendesk-get-ticket-comment` and `zendesk-add-ticket-comment` are on the zendesk server. `shopify-get-order`, `shopify-get-fulfillment`, `shopify-get-fulfillment-event`, `shopify-get-fulfillment-order` and `shopify-get-fulfillment-order-hold` are on the shopify server.
* `zendesk-add-ticket-comment` is the only write tool this prompt may call, once, after confirmation. Do not call `zendesk-update-ticket` to change status. Leave that to the agent. Do not call any shopify write tool.

**Validation:**

* If no order can be found, say so and suggest a reply asking for the order number. Post it only if the user confirms.
* If the user edits the draft, post their version exactly.
* If the user does not confirm, post nothing.