Using Magento 2 actions in action flows

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<p id="docs-hc-snippet" style="display: none;">Before you can include external actions in your action flows, you must connect the action builder to the external system.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Connect action builder to Magento 2 to add external actions in automated workflows. You can search or look up customers, orders, products, invoices, and shipments, or create customers, using a Magento 2 integration token and the right permissions. Use a service account and review access scopes to keep your connection and data access controlled.</p>
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<div class="body">

<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as Magento 2,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note" id="zug_action_flow_external_Magento2__note_i2z_jtz_v3c">
<span class="notetitle">Note:</span> The steps associated with external systems in action flows are
referred to collectively as <em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_action_flow_external_Magento2__ul_ysp_sn4_zgc">
<li class="li"><a class="xref" href="#topic_fcs_gtn_g3c">Connecting Magento 2 to action builder</a></li>
<li class="li"><a class="xref" href="#topic_z1q_htn_g3c">Using Magento 2 actions in action flows</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fcs_gtn_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Connecting Magento 2 to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_fcs_gtn_g3c__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<p class="p" dir="ltr">The Magento 2 connection requires the following authentication
information:</p>
<ul class="ul" id="topic_fcs_gtn_g3c__ul_g1x_kmv_fkc">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Magento 2 host</strong>: Your Magento 2 or Adobe Commerce domain (for
example, mystore.com). Enter only the domain without the
<code class="ph codeph">https://</code> prefix or trailing path.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Store code (optional)</strong>: The store view code used in API URLs.
Use "default" for a single-store setup. This is configured in Magento 2
Admin under <strong class="ph b">Stores &gt; All Stores</strong>.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Integration access token</strong>: The access token issued to a
Magento 2 integration. This token is sent as a Bearer token in API
requests.</p>
</li>
</ul>
<p class="p"><strong class="ph b">To create an integration token</strong></p>
<div class="p">Ensure your Magento 2 integration has permissions for all resources you plan to
access through action flows. <ol class="ol" id="topic_fcs_gtn_g3c__ol_o2q_2mv_fkc">
<li class="li" dir="ltr">In Magento 2 Admin, navigate to <strong class="ph b">System</strong> &gt;
<strong class="ph b">Integrations</strong>.</li>
<li class="li" dir="ltr">Create a new integration or activate an existing one.</li>
<li class="li" dir="ltr">Ensure the integration has the required resource scopes for
<strong class="ph b">Customers, Orders, Products, Invoices, and Shipments</strong>.</li>
<li class="li" dir="ltr">Copy the access token provided after activation.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To connect action builder to Magento 2</strong><ol class="ol" id="topic_fcs_gtn_g3c__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">Magento 2</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Follow Magento 2's prompts to enter your Magento 2 integration token and
complete the connection.<div class="note" id="topic_fcs_gtn_g3c__note_ilr_mtz_v3c">
<span class="notetitle">Note:</span> All external actions
performed by an action flow are attributed to the user who connected the
external system. Therefore, it is a best practice to use a dedicated
service account rather than personal credentials when connecting to each
external system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
Magento 2.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z1q_htn_g3c">
<h2 class="title topictitle2" id="ariaid-title3">Using Magento 2 actions in action flows</h2>
<div class="body">
<div class="p">The following Magento 2 actions are available:<ul class="ul" id="topic_z1q_htn_g3c__ul_jby_q44_zgc">
<li class="li"><a class="xref" href="#topic_lck_r44_zgc">Search customers</a></li>
<li class="li"><a class="xref" href="#topic_epg_35z_v3c">Lookup customer</a></li>
<li class="li"><a class="xref" href="#topic_vmc_h5z_v3c">Create customer</a></li>
<li class="li"><a class="xref" href="#topic_alf_24q_jjc">Search orders</a></li>
<li class="li"><a class="xref" href="#topic_rcd_lxm_pjc">Lookup order</a></li>
<li class="li"><a class="xref" href="#topic_mjr_j4q_jjc">Search products</a></li>
<li class="li"><a class="xref" href="#topic_wfm_m4q_jjc">Lookup product</a></li>
<li class="li"><a class="xref" href="#topic_vmr_lkz_jjc">Lookup invoice</a></li>
<li class="li"><a class="xref" href="#topic_lqp_skz_jjc">Search invoices</a></li>
<li class="li"><a class="xref" href="#topic_lvn_1nz_jjc">Lookup shipment</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lck_r44_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Searching customers</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search customers</em> action to find customer accounts in Magento 2
based on search criteria such as email, name, or customer ID.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lck_r44_zgc__table_dgb_n11_w3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e296" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e298" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e296" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e298" style="text-align:left;vertical-align:top;">Optional: Search criteria and filters</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e296" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e298" style="text-align:left;vertical-align:top;">Array of customer objects containing customer details
including ID, email, name, addresses, and account
information.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_epg_35z_v3c">
<h3 class="title topictitle3" id="ariaid-title5">Looking up a customer</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup customer</em> action to retrieve detailed information about a
specific Magento 2 customer account by customer ID.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_epg_35z_v3c__table_xf2_1jz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e359" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e361" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e359" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e361" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Customer ID</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e359" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e361" style="text-align:left;vertical-align:top;">Customer details including ID, email, first name, last
name, addresses, group information, account creation date,
and custom attributes.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_vmc_h5z_v3c">
<h3 class="title topictitle3" id="ariaid-title6">Creating a customer</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create customer</em> action to create a new customer account in Magento
2 with contact information and optional address details.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vmc_h5z_v3c__table_qtw_kjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e424" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e426" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e424" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e426" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Email</code>, <code class="ph codeph">First
name</code>, <code class="ph codeph">Last Name</code><p class="p">Optional:
<code class="ph codeph">Middle name</code>, <code class="ph codeph">Name
prefix</code>, <code class="ph codeph">Name suffix</code>, and
address fields</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e424" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e426" style="text-align:left;vertical-align:top;">Created customer details including ID, email, name,
account status, and creation timestamp.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_alf_24q_jjc">
<h3 class="title topictitle3" id="ariaid-title7">Searching orders</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search orders</em> action to find orders in Magento 2 based on search
criteria such as order number, customer email, status, or date range.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_alf_24q_jjc__table_yhf_pjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e507" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e509" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e507" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e509" style="text-align:left;vertical-align:top;">Optional: Search criteria and filters for order status,
customer, dates, and order attributes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e507" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e509" style="text-align:left;vertical-align:top;">Array of order objects containing order details including
order ID, increment ID, status, customer information,
totals, and timestamps.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_rcd_lxm_pjc">
<h3 class="title topictitle3" id="ariaid-title8">Looking up an order</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup order</em> action to retrieve detailed information about a
specific Magento 2 order by order ID or increment ID.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_rcd_lxm_pjc__table_kd3_mxm_pjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e570" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e572" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e570" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e572" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Order ID</code> or <code class="ph codeph">Increment
ID</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e570" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e572" style="text-align:left;vertical-align:top;">Order details including ID, status, customer information,
billing and shipping addresses, items, payment information,
totals, and timestamps.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_mjr_j4q_jjc">
<h3 class="title topictitle3" id="ariaid-title9">Searching products</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search products</em> action to find products in your Magento 2 catalog
based on search criteria such as SKU, name, type, or attributes.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mjr_j4q_jjc__table_n25_xjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e638" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e640" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e638" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e640" style="text-align:left;vertical-align:top;">
<p class="p">Optional: Search criteria and filters for product
attributes, SKU, name, type, and status</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e638" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e640" style="text-align:left;vertical-align:top;">Array of product objects containing product details
including ID, SKU, name, type, price, status, and
attributes.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_wfm_m4q_jjc">
<h3 class="title topictitle3" id="ariaid-title10">Looking up a product</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup product</em> action to retrieve detailed information about a
specific Magento 2 product by SKU or product ID.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wfm_m4q_jjc__table_zlg_ckz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e704" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e706" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e704" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e706" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Product SKU</code> or <code class="ph codeph">product
ID</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e704" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e706" style="text-align:left;vertical-align:top;">Product details including ID, SKU, name, type, price,
status, weight, visibility, category links, stock
information, and custom attributes.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_vmr_lkz_jjc">
<h3 class="title topictitle3" id="ariaid-title11">Looking up an invoice</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup invoice</em> action to retrieve detailed information about a
specific Magento 2 invoice by invoice ID. </p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vmr_lkz_jjc__table_wmr_lkz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e772" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e774" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e772" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e774" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Invoice ID</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e772" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e774" style="text-align:left;vertical-align:top;">Invoice details including invoice ID, order ID, state,
billing and shipping addresses, items, totals, and creation
timestamp.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_lqp_skz_jjc">
<h3 class="title topictitle3" id="ariaid-title12">Searching invoices</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search invoices</em> action to find invoices in Magento 2 based on
search criteria such as order ID, customer information, or invoice status.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lqp_skz_jjc__table_nqp_skz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e837" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e839" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e837" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e839" style="text-align:left;vertical-align:top;">Optional: Search criteria and filters for invoice status,
order, customer, and dates</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e837" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e839" style="text-align:left;vertical-align:top;">Array of invoice objects containing invoice details
including ID, order reference, state, totals, and
timestamps.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_lvn_1nz_jjc">
<h3 class="title topictitle3" id="ariaid-title13">Looking up shipment</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup shipment</em> action to retrieve detailed information about a
specific Magento 2 shipment by shipment ID.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lvn_1nz_jjc__table_nvn_1nz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e901" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e903" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e901" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e903" style="text-align:left;vertical-align:top;">
<p class="p">Required: <code class="ph codeph">Shipment ID</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e901" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e903" style="text-align:left;vertical-align:top;">Shipment details including shipment ID, order ID, store
information, shipping address, items, tracking information,
and creation timestamp.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
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