Can the AI cancel orders?

Yes, when you enable the order cancellation tool. The assistant verifies the order and the customer's identity, then processes the cancellation in chat, which is roughly what a careful agent would confirm by phone, minus the hold music.

That care is warranted. Cancel the wrong order, or cancel after the box shipped, and you've bought yourself chargebacks and rework.

Before anything is canceled

The assistant confirms which order is in scope and that the person chatting can act on it, typically by matching the order number against the customer's email on file. That check prevents accidental cancellations on someone else's order, or on the wrong one of two duplicate checkouts. The shopper also sees what's about to be canceled, the items and the order name, before the action completes.

The flow in chat

1. The customer asks to cancel and provides or confirms the order number.
2. The assistant verifies it against their email.
3. It restates the key details, so the shopper knows exactly which purchase is affected.
4. On confirmation, it processes the cancellation according to your Shopify setup.

The whole exchange stays in the conversation record for staff to review if the customer follows up later.

When a person should finish it

• Orders already shipped or out for delivery, which may need the return workflow instead.
• Custom-made or final-sale items your policy treats as non-cancelable, even with the tool on.
• Partial cancellations or line-item edits that need admin judgment.

Here the assistant verifies identity, explains the limit based on the order's actual state, and escalates with the order already looked up. Your team finishes with the right resolution, a refund, a return label, or an exception, without redoing verification from scratch.