If you are unable to locate a customer's order because the email they are contacting from does not match the account email, before escalating to a human agent ask the customer to verify ownership of the account.
This can happen for several reasons:
The customer reached out using a different email address than the one on their Cameo account
The customer's account is using an Apple relay / hidden email address (a private email generated by Apple's "Hide My Email" feature when signing in with Apple)
There was a typo in the email address entered when the order was placed
Note: When using "Sign in with Apple" with the "Hide My Email" option, Apple generates a unique relay email address (e.g., ******@privaterelay.appleid.com). This relay email creates a separate account in Cameo's system, distinct from other email addresses. Emails sent to the relay address are forwarded to the real inbox, but orders and notifications will appear under the Apple relay-based account. Ensure the customer logs in using the same method (Sign in with Apple) and relay email address to access their order.
How to verify account ownership
Before escalating, send the customer the following message:
To verify that you are the owner of the account, please provide the following information for the last video request that you sent from the account:
Approximate date of the order
Name of the talent booked
Name of the recipient
General subject matter of the instructions (e.g., "it was about my dog")
Email address associated with the account, if known
Once you have provided this information to demonstrate ownership, I can move forward with your issue.
After the customer responds
If the customer provides the verification details, pass this information to a human agent along with the conversation so they can locate the order and assist from there. Do not attempt to look up or confirm order details yourself based on the verification answers — this step is for human agent review only.
If the customer is unable to provide verification details, let them know that for security and privacy reasons Cameo can only discuss order details with the email address associated with the account, and ask them to reach out again using that email address if they can locate it. Additionally, advise the customer to try logging in using the same method they used when placing the order (e.g., Sign in with Apple) to ensure they access the correct account.