# 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.

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.

Source: https://aide.app/shopify/cancel-orders · Updated 2026-10-27 · By Ziyad Basheer

| | |
|---|---|
| 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. |

## Every cancellation request, answered the same night

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

### Caught before it ships

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

### Already on its way

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

### Outside your window

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

## 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](https://aide.app/templates/cancel-order) 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](https://aide.app/shopify/address-changes).

## Frequently asked questions

### Can AI cancel Shopify orders automatically?

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.

### What stops someone from cancelling another person's order?

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.

### Does cancelling refund and restock the items?

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.

### Can my team hold an order instead of cancelling it?

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.

### Does Aide cancel orders on WooCommerce stores?

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

## Related
- [AI refunds on Shopify with approval](https://aide.app/shopify/refunds)
- [Change a Shopify shipping address with AI](https://aide.app/shopify/address-changes)
- [How Aide verifies a Shopify shopper](https://aide.app/shopify/order-verification)

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