Can the AI cancel orders?

Yes, if you enable the order cancellation tool and the order is eligible under your policies and Shopify setup.

How cancellation works

1. The customer identifies the order they want to cancel.
2. The assistant verifies the order and the customer's access to it, usually using the order number and checkout email.
3. It shows the order and items so the customer can confirm the right purchase.
4. The customer confirms before the assistant processes the cancellation.

The conversation records which order was checked and what the customer approved. This matters when a customer has placed more than one similar order.

When staff need to help

Orders that have already shipped may need a return instead. Partial cancellations, line-item changes, and exceptions for custom-made or final-sale items may also need staff judgment.

Describe your cancellation rules in the tool instructions and keep them consistent with your published policy. When the assistant can't complete the request, it passes the order details and conversation to your team.

A separate address-hold workflow can cancel a held order after three unanswered address reminders, the last two warning that the order will be cancelled. That exception depends on the hold workflow and an available cancellation tool; it does not apply to ordinary cancellation requests.