Hi @JDijksman Happy to help work through your questions.
1. Is the order number a property you already have stored somewhere or are you trying to capture a new value in the CRM?
If you want to capture a new value, you could create a property for “chat order number” and prompt them to enter their order number using this bot action for create contact property.
2. yes you can use if/then in the chatflow based on their responses, unless you are using Free/Starter tier. Here is the documentation for if/then branches with the steps
Thanks @TitiCuisset 