Can I remove an item from my order before it ships?

Yes, at most stores, as long as that item has not shipped. The rest of the order carries on, and the removed item is refunded.

Does removing an item refund it right away?

Not with Aide by default. A teammate approves that refund first, then the bank takes its usual few days.

What if part of the order already shipped?

Only units still with you can come off. Aide checks shipped quantities per item, so it only offers to remove units that have not left.

Who can remove items in Aide?

Aide, for a shopper who has proved the order is theirs, and any teammate from the conversation.

Remove item from order template

Take one item off, ship the rest.

Confirm which item and how many, remove it while it is unshipped, and be honest about when the refund arrives.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

An item can be removed from an order as long as that item has not shipped, and the customer is refunded for it. Confirm the item and quantity before removing anything, and if it has already left, offer a return instead.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailItem removed

Subject: Item removed from order.name

Hi customer.first_name, We have taken the candle off order.name. The rest of the order ships as planned. Once our team signs off, the amount for it is refunded to the card or account you paid with, and banks usually take 5 to 10 business days to show it.

ChatConfirm first

I can take the candle off order.name, since it has not shipped. That leaves the teapot on the order. Shall I go ahead?

ChatAlready shipped

The candle on order.name left with the rest of the package, so it cannot come off the order now. When it reaches you, a return is the way to go, and I can help with that.

When to use

The customer wants one item taken off an order while the rest still ships. Not when they want to cancel the whole order.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They want it offYour remove item topic is detected, such as “Please take the candle off my order”.

The order is foundOrder exists is true. Shipped quantities are checked item by item.

Ask firstAide removes the item only after the shopper says yes.

Example conversation

Customer

Please take the candle off #1048, I only want the teapot now.

Aide

I can take the candle off #1048, since it has not shipped. That leaves the teapot on the order. Shall I go ahead?

Customer

Yes please.

Aide

The candle is off #1048 and the teapot ships as planned. The $24.00 for the candle is with our team to approve as a refund, and you will get an email once it is issued.

✓Candle taken off #1048 in Shopify · Refund pending sign-off

Frequently asked questions

: Yes, at most stores, as long as that item has not shipped. The rest of the order carries on, and the removed item is refunded.
: Not with Aide by default. A teammate approves that refund first, then the bank takes its usual few days.
: Only units still with you can come off. Aide checks shipped quantities per item, so it only offers to remove units that have not left.
: Aide, for a shopper who has proved the order is theirs, and any teammate from the conversation.

Edit order after purchaseThe customer wants to change an order they placed.Email · Chat · Internal note Item out of stock after orderAn ordered item sold out before it shipped.Email · Chat · Internal note Cancel orderConfirm a cancellation, or explain it already shipped.Email · Chat · Internal note Split shipmentThe order ships in more than one package.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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