Why was order 20417 cancelled?
Adea
Cancelled automatically on 30 September because the payment was declined three times. The first decline was on 28 September.
Roles · Support
Support that can answer the customer while the customer waits.
"Why was my order cancelled?" used to take a developer 15 minutes to find in code and database. Now support asks Adea and gets the sequence step by step.
Questions you can ask
Why hasn't the customer received their refund?
Adea
The refund was approved on 3 October, but the payment provider rejected it because the card had expired. It is waiting for new card details.
Why did the customer get two emails for the same order?
Adea
The order was reopened by an employee, and the receipt is sent on every status change to completed.
How many enquiries are about delivery this week?
Adea
73 of 214. 41 of them concern the same carrier.
The whole sequence
A timeline with dates and events from your own data, not guesswork.
One click to the case
From the answer, support opens the order directly in your system.
Send to a developer when needed
If an answer is uncertain, support can pass the question on to a developer with everything Adea found, so the developer does not start from scratch.
Frequently asked questions
Can support see personal data?
Only the columns you open for the role. The rest is closed before a query runs.
Can Adea change an order?
No. Adea can only read.