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Cancel Shopify orders with AI

Cancel the order while there is still time.

A shopper who ordered the wrong size at 9pm wants it stopped before the warehouse opens. Aide takes the request the moment it arrives and cancels the order in Shopify, within your rules. · By
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Short answer

Aide's AI agent takes cancellation requests in chat and email from verified shoppers and cancels the order in Shopify. By default the refund that comes with a cancellation goes to a teammate for approval first, until you raise Aide's refund limit.
What Aide does
Cancels the Shopify order and refunds the payment, once the shopper says yes.
The refund
Waits for a teammate by default, like every refund Aide offers.
Channels
Aide Chat and email. By email, only orders placed with the sender's address.
See it work

Every cancellation request, answered the same night

Aide reads the order before it replies, so the shopper gets the answer that fits it.

The shopper names the order and Aide acts in the same reply. With refunds on their default, the cancellation goes to your team to approve.
Customer
Please cancel order #1001. I ordered the wrong size.
Aide
No problem. Cancelling order #1001 and refunding your $86.00 is now with our team to approve. Ask me here any time for an update.
✓Cancellation and refund awaiting approval · Order #1001

When the parcel has left, Aide says so plainly and offers what your policy allows instead, such as a return once it arrives.
Customer
Can I still cancel order #1188?
Aide
Order #1188 left our warehouse this morning, so it can't be cancelled now. Once it arrives, you can send it back within 30 days for a full refund.
✓Shipment status read from Shopify · Order #1188

A scenario can allow cancellations only for orders placed in the past hour. Later requests get your wording, or go to your team.
Customer
I placed order #1240 this morning and changed my mind. Can you cancel it?
Aide
Order #1240 is already being prepared for shipping. I've passed your request to our team, and they'll reply here shortly.
✓Placed 5 hours ago · Handed to your team
Your rules

You decide how far Aide goes

Cancellations are urgent, but not every store wants them automatic. Three settings draw the line.

One switch

Cancellations have their own switch. Turn it off and Aide hands each request to your team.

A level per topic

On AI Agent, Aide cancels within your scenarios. On Drafts, a teammate approves first.

Approve on the order

Pending cancellations show Approve and Reject, in Aide's inbox and the Aide panel in Zendesk and Front.

Wording for both answers

The cancel order template covers the yes and the no. A scenario can also tag the order, for example "Do not import", so a fulfillment app that skips tagged orders leaves it alone while your team decides.

Often the shopper only needed a different address. Aide can change it before the order ships.

Frequently asked questions

Yes. Aide cancels Shopify orders for verified shoppers in chat and email, on topics you set to AI Agent. The refund that comes with a cancellation waits for a teammate by default.

Aide won't discuss an order until it knows the person asking placed it, either because they're signed in or because two details from the order match. After five failed tries, a teammate takes over.

When Aide cancels, it refunds the payment, and that refund is held for your team by default. A teammate cancelling from the order picks a reason and decides whether to refund and restock.

Yes. Teammates can hold fulfillment from the order while they sort something out. Holds are placed by your team only; Aide doesn't offer them to shoppers.

Not yet. Aide reads WooCommerce orders, but cancellations and other order actions are Shopify only.

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