# Change the order before the box ships.

Appliance orders move from checkout to the warehouse in hours. Aide catches the address change or cancellation in that window, and answers setup and warranty questions from your own guides.

Aide is an AI agent for DTC appliance and hardware brands on Shopify. It changes addresses and cancels orders for verified shoppers while your fulfillment window is open, reads photos of damaged items, and answers warranty and setup questions from your help articles.

Source: https://aide.app/industries/appliances-and-hardware · Updated 2026-11-03 · By Ziyad Basheer

| | |
|---|---|
| Window | An address-change procedure can be limited to orders created within the hours you set. |
| Fulfillment | Tag the Shopify order, such as "Do not import", for apps that skip tagged orders. |
| Photos | Up to four recent photos, read in Gorgias drafts, Aide Chat and email. |
| Knowledge | Your help center, up to 300 website pages, written articles and product pages. |
| Helpdesks | Inside Zendesk, Gorgias or Front, or on its own with Aide Helpdesk. |

- 100% Bartesian's order changes: Every address change and order cancellation, executed by Aide in Shopify.
- Seconds Email to executed change: From the customer's email to the change made, around the clock.
- $300K+ Estimated yearly savings: Aide's high-end estimate of the shipping, returns and replacements Bartesian avoids.

## Built around the fulfillment clock

Order changes race the warehouse. Setup and warranty questions need the manual. Aide works both from one inbox.

### A new address in time

The machine is a gift and needs to go somewhere else. The order is still inside your window, so Aide updates it in Shopify and confirms.

> Customer: I meant to ship this to my mom. Can order #1047 go to 42 Linden Ave, Columbus, OH 43215 instead?
>
> Aide: Order #1047 hasn't gone to the warehouse yet, so I've changed the delivery address to 42 Linden Ave, Columbus, OH 43215. Nothing else on the order has changed.
>
> Placed 40 minutes ago · Shipping address updated in Shopify · Order #1047

### A duplicate gift

Aide cancels an unshipped order in Shopify. The refund that comes with it waits for a teammate until you raise Aide's refund limit.

> Customer: Please cancel order #1052. My brother already bought him one.
>
> Aide: Order #1052 hasn't shipped, so it can still be cancelled. I've sent the cancellation and the $249.00 refund to our team for a quick approval, and you'll get an update right here.
>
> Cancellation and refund awaiting approval · Order #1052

### Damaged on arrival

When Aide drafts in Gorgias or answers in Aide Chat or email, it reads the shopper's photos and describes what they show. Your team decides the replacement.

> Customer: The glass jug arrived cracked. Photos attached. Order #1063.
>
> Aide: I'm sorry it arrived like that. Your photos show a crack along the side of the jug. I've passed them to our team with order #1063 so they can sort out a replacement.
>
> 2 photos read · Handed to your team · Order #1063

### Setup from your guide

Aide answers from your setup and care articles and shows the source it used, so the steps match your guide.

> Customer: First time descaling. How long does the cycle take, and can I use vinegar?
>
> Aide: The descaling cycle takes about 20 minutes. Our care guide recommends the descaling solution from the box rather than vinegar, which can wear out the seals.
>
> Answered from the Descaling and care article

### Warranty, details ready

Aide answers coverage from your warranty article, then collects the serial number your team needs before it hands the claim over.

> Customer: My machine stopped heating after 14 months. Is that covered?
>
> Aide: Our 2-year limited warranty covers heating faults, so this should be covered. To get your claim started, what's the serial number on the base of the machine?
>
> Warranty article cited · Collecting the serial number

## Bartesian's four-hour window

Bartesian makes capsule cocktail machines and sells them on Shopify, with Gorgias as its helpdesk. All of its address changes and order cancellations run through Aide, executed while the order can still change.

"We had this four-hour window where we could still modify orders. After that, once an order gets dispatched to fulfillment, you're basically stuck." Neil, Bartesian customer experience

When a request arrives after the window, a procedure can tag the order to hold it and pass the conversation to the team with the context attached.

> Customer: Just realised order #1071 has my old address. Can you fix it?
>
> Aide: Order #1071 is past the point where I can change it myself, so I've asked our team to hold it and fix the address with you. They'll reply in this thread.
>
> Placed 5 hours ago · Order tagged Do not import · Handed to your team

Bartesian's full story, including what one missed window costs, is on the [Bartesian customer page](https://aide.app/customers/bartesian). Plans are priced per AI reply and start free; see [pricing](https://aide.app/pricing).

## Frequently asked questions

### Can an AI agent change Shopify orders before they reach our 3PL?

Yes. Aide cancels orders and changes shipping addresses for verified shoppers, and an address-change procedure can be limited to orders created within the hours you choose. Aide makes the change in Shopify, and a procedure can also tag the order for fulfillment apps that skip tagged orders.

### Does Aide refund automatically when it cancels an order?

Not by default. The refund that comes with a cancellation waits for a teammate until you raise Aide's refund limit, and large refunds requested by an Agent wait for an Owner or Admin.

### Can Aide look at a photo of a damaged appliance?

Yes, when it drafts in Gorgias or answers in Aide Chat or email, using up to four recent photos. It describes what the photos show without judging the cause, and a teammate can send a free replacement from the order as a new $0 order.

### Can Aide answer warranty and setup questions from our manuals?

Yes, once the manual's content is in your help center, on your website or written as an article in Aide. For a claim, Aide can collect the serial number or any field you define, then hand the conversation to your team.

### We run Gorgias. Do we need another helpdesk?

No. Aide works inside Gorgias, Zendesk and Front, drafting on tickets and answering once you take an inbox live. Bartesian runs Aide inside Gorgias.

### When is Aide not the right fit?

When most warranty and setup help happens over the phone, because Aide answers chat and email, not calls. Order changes also need Shopify; on WooCommerce, Aide reads orders without changing them.

## Related
- [How Bartesian automates its order changes](https://aide.app/customers/bartesian)
- [AI customer service for home goods](https://aide.app/industries/home-goods)
- [Best AI customer service for appliance brands](https://aide.app/compare/best-ai-customer-service-for-appliance-brands)

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