Order editing

The customer asks for a change. The order changes.

Wrong address, wrong size, one more item, or no order at all. The agent makes the change in your store and your warehouse, inside the rules you set, and asks first whenever it would change what the customer pays.

Start free Book a demo

In the conversation

Two edits, and the difference between them

A swap at the same price goes straight through. One that costs more waits for the customer’s yes to the exact amount.

Same price

Goes straight through.

The warehouse hears first, then the store. A discount on the order stays on the new size.

Can I swap the hoodie on #10790 for an L?

Warehouse checked firstnot picked yet
Swap pricedM → L · same price
Updated in bothL instead of M

Done. #10790 now has the hoodie in L, and there is nothing to pay.

Costs more

Asks before it charges.

The store works out the amount. The agent puts it to the customer and changes nothing until they agree.

Can you add a second pair of the wool socks?

Edit priced by Shopify+ kr 149 to pay
Waiting for a yesnothing changed yet

That adds kr 149 to #10790. Shall I add them? You will get an invoice by email for the difference.

What it can change

The changes customers actually ask for

Delivery address: On any order that has not shipped. The new address goes to your warehouse as well as the store. If the parcel is booked to a pickup point or a locker, it says the carrier holds that destination instead of promising a change.
Items: Swap a size or colour, add an item, remove one or change a quantity, several at once so the customer pays or gets back only the difference. On orders that are not yet being packed.
Shipping method: Express instead of standard, or another carrier. It can move money on the shipping line, so it stays off until you switch it on. Shopify only.
Cancellation: After a check and the customer’s confirmation, cancelled in the warehouse before the store. The customer is told exactly what happens to the payment.
A new order: Built from the conversation, with a link for the customer to pay.

Where it stops

The rules it does not break

Each of these is enforced in the code, not left to the model’s judgement.

It never changes the price on its own: An edit that changes what the order costs is held until the customer agrees to the amount your store calculates. Swapping a size keeps the customer’s discount, so a same-price swap costs nothing.
Being packed means hands off: A shipped or partly shipped order is never changed. One that is being packed is changed only if your warehouse system confirms it still can be. Otherwise the case goes to your team.
The warehouse hears first: With Ongoing, Mintsoft or Shelfless connected, the warehouse is asked before the store is changed, and a change it cannot take is not made. Added items reach the warehouse once they are paid for.
Proof before anything changes: The customer confirms their email with a code, or writes from the address on the order, before the order is shown or touched.
Locked orders are left alone: Pick the tags that lock an order, and the agent leaves those orders alone. Your own team only sees a warning.
Drafts wait for a person: On a channel where the agent writes drafts for your team to send, it does not change orders either. Whoever sends the reply makes the change, unless you choose otherwise.

Replacement orders

Wrong, broken or lost: the agent prepares the replacement

Part of order editing, for the orders that went wrong. The agent does the checking and the paperwork. A person on your team decides.

1
The customer says what happened
The wrong item, broken on arrival, or lost on the way. You choose which of the three you cover.
- wrong_item
- damaged
- lost_in_transit
2
It checks against your rules
That the order is theirs and the item is on it, that it is inside your time limit, the tracking for a lost parcel, a photo when you ask for one, and your limits per replacement and per customer.
3
It prepares the order, at no cost
A free replacement order in your store, with the right variants on it. The customer hears the request is with your team, never that it is approved or on its way.
4
You approve or reject
In the Replacements queue, with the photo and the conversation beside it. Nothing ships until you approve, and if you reject, the customer is told why.

Replacements · awaiting approval

Arrived damaged

Maja Lund

“The glass shade arrived cracked. Photo attached.”

Table lamp, Opal · 1 free

Order #10731 is hers · delivered yesterday
Photo attached
First replacement for this customer
Inside your 30-day window

On request. We are switching replacement orders on store by store, on Shopify and WooCommerce. Ask, and we will turn them on for yours.

Ask about replacement orders

In the inbox

Your team changes orders from the conversation

The order sits beside the case. Cancel, refund, change the address or the items without opening the store admin, and your warehouse hears about it the same way.

The price check is the agent’s. A person on your team decides for themselves.

See the inbox

#10842 · Ida Nilsen

kr 1 290 · Paid · Not shipped

Questions

What merchants ask about order editing

Order edits work on Shopify and WooCommerce. On WooCommerce, the price of an added item is worked out by the agent and labelled an estimate. Changing the shipping method is Shopify only.
It is not changed. The agent tells the customer and hands the case to your team, and a return is usually the next step.
No. You pay per conversation the AI answers, not per change it makes.
Yes. Editing an order, cancelling one, changing the shipping method and preparing replacements are separate switches, and you can pick tags that lock an order away from the agent.
Someone on your team, in the Replacements queue. Until then the customer only hears that the request is with your team.

Keep reading

Where to next

Put up to 90% of your support on autopilot.

Connect your store in minutes, decide what the agent may do, and watch the queue empty the same day.