Meta DM — Real customer, no order number yet

When to use: A real customer (not creator / spam) reaches out via Facebook or Instagram DM and references a purchase but hasn’t shared an order #.

Hi {customer_first_name},

Thanks for messaging Lucyd. Happy to help.

Could you share either:

• Your order number (it usually starts with #1, like #1XXXX), or
• The email address you used at checkout

That way I can pull up your order and get you the right next steps.

Best,
{agent_name}
Lucyd Customer Support

Internal note: Most “I bought on Instagram / Facebook” customers actually checked out on lucyd.co (Meta Shop redirects). Their order numbers start with #1. Treat as a Shopify ticket from there.