Can Shopify merge two orders into one?

Shopify keeps them as separate orders, but the store can still pack and ship them in one box when they go to the same address.

Will the second shipping charge be refunded?

That depends on your shipping policy. Decide it once and state it in every reply, so no customer gets a different answer.

Can orders going to two addresses be combined?

No. One package goes to one address, so those orders ship separately.

Can Aide combine orders?

Aide finds the shopper's recent orders and checks whether they have shipped, then passes the request to your team, who pack them together.

Combine orders request template

Two orders, one box, if timing allows.

Check that neither order has shipped, ask your team to pack them together, and be clear about the second shipping charge.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

Two orders can usually ship together when neither has left the warehouse, though they stay as two orders in Shopify. Confirm both order numbers, say whether you refund the second shipping charge, and if one has already shipped, say they arrive separately.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailShipping together

Subject: Your two orders will ship together

Hi customer.first_name, Good news: #1080 and #1081 are both still with us, so we will pack them in one box. They stay as two orders on your account, with one tracking link for the shipment. We have refunded the shipping on #1081 to your original payment method / Shipping on the second order stays as charged.

ChatOne already shipped

order.name has already gone out with order.tracking.carrier, so the two orders will arrive separately. You will get a separate tracking email for each.

Internal noteBefore you reply

Combine request: order numbers. Both unfulfilled: yes / no. Same address: yes / no. Fulfill them together only if both answers are yes. Shipping refund on the second order: per policy.

When to use

The customer placed two orders and asks for them to ship together in one package. Not when they placed the same order twice by mistake.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They want one shipmentYour combine orders topic is detected, such as “Can you ship these together”.

An order is foundOrder exists is true. Aide checks every recent order on the customer's profile.

Nothing has shippedNo tracking exists yet on the order they asked about.

Example conversation

Customer

I placed two orders an hour apart, #1080 and #1081. Can you send them together?

Aide

Both #1080 and #1081 are still with us and go to the same address, so that should be possible. I have asked our team to pack them in one box. They will confirm by email, along with what happens to the shipping you paid on #1081.

✓Both orders found in Shopify · #1080 and #1081

Frequently asked questions

: Shopify keeps them as separate orders, but the store can still pack and ship them in one box when they go to the same address.
: That depends on your shipping policy. Decide it once and state it in every reply, so no customer gets a different answer.
: No. One package goes to one address, so those orders ship separately.
: Aide finds the shopper's recent orders and checks whether they have shipped, then passes the request to your team, who pack them together.

Add item to orderThe customer wants to add something to an order.Email · Chat · Internal note Duplicate orderThe same order was placed twice.Email · Chat · Internal note Split shipmentThe order ships in more than one package.Email · Chat · Internal note Edit order after purchaseThe customer wants to change an order they placed.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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