# Customer support and reviews

Find the customer and their order in seconds, answer product questions and reviews, write on the order and tell the customer.

## What your app needs

| You want to | Scope | Where |
|---|---|---|
| Find a customer by phone or email | `customers.list:read` | [`GET /customers`](/api/customers-list) |
| Read their orders, status and items | `orders:read` | [`GET /orders`](/api/orders-list) |
| Follow a shipment | `orders:read` | `delivery` on the order, [`order.shipment.updated`](/events/order-shipment-updated) |
| Resend a digital code or link | `orders.digital:read` | [`GET /orders/{id}/digital-items`](/api/orders-digital-get) |
| Write on the order page | `orders.notes:write` | [`PATCH /orders/{id}/note`](/api/orders-note-update) |
| Email the customer | `customers.notify:write` | [`POST /orders/{id}/notifications`](/api/orders-notifications-create) |
| Change the order status | `orders.status:write` | [`PATCH /orders/{id}/status`](/api/orders-status-update) |
| Read and answer product questions | `questions:read`, `questions:write` | [`GET /questions`](/api/questions-list), [`POST /questions/{id}/answer`](/api/questions-answer) |
| Read reviews | `reviews:read` | [`GET /reviews`](/api/reviews-list) |
| Reply to a review | `reviews.reply:write` | [`POST /reviews/{id}/reply`](/api/reviews-reply) |
| Publish or hide a review | `reviews.moderation:write` | [`PATCH /reviews/{id}/moderation`](/api/reviews-moderation) |

## From a message to the order

A customer writes to you with a phone number or an order number:

```bash
# By order number
curl "https://larm.sa/stores/$STORE_ID/v1/orders?number=200123" -H "Authorization: Bearer $ACCESS_TOKEN"

# By phone: find the customer, then their orders
curl "https://larm.sa/stores/$STORE_ID/v1/customers?phone=0512345678" -H "Authorization: Bearer $ACCESS_TOKEN"
curl "https://larm.sa/stores/$STORE_ID/v1/orders?customer_id=5821" -H "Authorization: Bearer $ACCESS_TOKEN"
```

The order gives you the status, the items, the shipment with its tracking link, and what the customer wrote at checkout. `customer_id` finds every order placed with that customer's email, guest orders included.

## Write on the order

- **A note** shows on the customer's order page and sends no email. It replaces the note the merchant wrote, so read `merchant_note` first.
- **An email** arrives in the customer's inbox, in the store's name, and goes into the order's message log.

## Questions and reviews

Subscribe to [`question.created`](/events/question-created) and [`review.created`](/events/review-created).

- An **answer** shows under the product, and the customer receives it by email the first time. Their email is not given to your app.
- A **reply to a review** shows under it for visitors. The words of the customer cannot be changed, and the name of the reviewer is not given to your app.
- New reviews start unpublished until they are approved, by the merchant or by your app.

## Refunds

Your app cannot refund. When a customer deserves one, tell the merchant. A refund the merchant makes reaches you as [`order.refunded`](/events/order-refunded).