# Order fixes, made from the conversation.

Remove an item, hold the shipment or send a free replacement without opening Shopify. Aide makes the simple edits for shoppers itself, and your team handles the rest from the same thread.

Aide's AI agent removes an unshipped item from a verified shopper's Shopify order, or adds a note to it, in chat or email. Your team holds fulfillment and sends free $0 replacement orders from the same conversation, or from the Aide panel in Zendesk and Front.

Source: https://aide.app/shopify/order-edits · Updated 2026-11-08 · By Ziyad Basheer

| | |
|---|---|
| Aide does | Removes unshipped items and adds order notes for verified shoppers. |
| Your team adds | Fulfillment holds and free replacement orders. |
| Replacement order | A new $0 order with free shipping, tagged aide-reship. |
| Approval | Replacements count toward your refund approval threshold, 200 by default. |
| Where | The Aide inbox, or inside Zendesk and Front. |

## The fix starts in the thread

Aide handles the edits a shopper can ask for. The ones that need judgment go to your team with the order already open.

### One item too many

Aide finds the item on the order, says exactly what it will remove and waits for a yes.

> Customer: I ordered two Amber candles by mistake on #2214. Can you take one off?
>
> Aide: Order #2214 hasn't shipped, so I can. Should I remove one Amber candle and refund it to your original payment method?
>
> Unshipped item found · Waiting for the shopper to confirm

### Arrived damaged

Aide gathers the photo and hands over. A teammate sends the replacement from the order card in two clicks.

> Customer: The lid on my teapot from #3307 arrived cracked. Photo attached.
>
> Aide: I'm sorry it arrived like that. I've passed order #3307 and your photo to our team, and they'll reply here.
>
> Handed off · Teammate sent a free replacement, order #3412

### Not yet, please

When a shopper needs time, a teammate holds fulfillment so the store doesn't ship while it's sorted out.

> Customer: Please don't ship #5120 yet. I might need a different size.
>
> Aide: I've passed order #5120 to our team before it ships. They'll reply here about the size.
>
> Teammate held fulfillment · On hold: other

## Simple edits by Aide. The rest by your team.

- 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.

## Start from a template

The [remove an item from an order](https://aide.app/templates/remove-item-from-order) and [damaged item](https://aide.app/templates/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](https://aide.app/guides/shopify-edit-order) and [Shopify draft orders](https://aide.app/guides/shopify-draft-orders).

## Frequently asked questions

### How do I send a free replacement order on Shopify?

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.

### Can a customer remove an item from a Shopify order after checkout?

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.

### Does the customer get an email about a replacement?

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.

### How do I stop the warehouse shipping an order while we sort it out?

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.

### Who can send a free replacement?

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.

### Which orders can't be replaced?

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.

## Set it up
- [Cancel, refund and change Shopify orders from a conversation](https://docs.aide.app/shopify/shopify-order-actions)
- [Let Aide cancel, refund and change orders in chat](https://docs.aide.app/shopify/aide-order-actions)

## Related
- [Change a shipping address with AI](https://aide.app/shopify/address-changes)
- [Cancel Shopify orders with AI](https://aide.app/shopify/cancel-orders)
- [Tag Shopify orders from support](https://aide.app/shopify/tag-orders-from-support)

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