Aide handles the edits a shopper can ask for. The ones that need judgment go to your team with the order already open.
A switch per action
Removing items and adding notes each have their own switch in Aide's order settings.Approval above your limit
A replacement worth more than your threshold waits for an Owner or Admin to approve it.Every edit on record
The order's history shows each action, who asked, who approved it and the result.The remove an item from an order and damaged item templates give you the wording for both sides: the edit made, and the replacement on its way.
To edit an order by hand in Shopify, see how to edit an order on Shopify and Shopify draft orders.
In Shopify, create a draft order with the items, add a 100% discount and free shipping, then mark it as paid. In Aide, a teammate ticks the items on the original order and Aide creates that $0 order, shipped to the original address and tagged aide-reship.
With Aide, yes, while the item hasn't shipped. A verified shopper asks in chat or email, Aide confirms which item and how many, and removes it. The refund for the item waits for your team until you raise Aide's refund limits.
By default the customer gets your store's order confirmation for the new order. Untick "Email the customer from the store" to send it quietly. The new order is still linked to the customer.
A teammate holds fulfillment from the order card with one of Shopify's reasons, such as incorrect address, and an optional staff note. The customer isn't told, and Release hold lifts it from the same card.
Your teammates, from the conversation in Aide or inside Zendesk and Front. Replacements stay a team decision, and ones worth more than your approval threshold wait for an Owner or Admin.
Cancelled orders, orders without a shipping address and items whose product was deleted from the store. You can resend up to the quantity on the original order.
150 AI replies a month on the Free plan, with every feature included. No card needed.
