Help Center / Can the chatbot cancel a Shopify order for a customer?
Can the chatbot cancel a Shopify order for a customer?
Yes. On the Pro and Business plans, once you turn it on, the assistant cancels an unshipped Shopify order after the shopper gives the order number and the email on the order and replies YES, with the full amount refunded to the original card through Shopify.
What the shopper sees
The shopper asks to cancel and gives the order number and the email on the order; both must match, and with only one the assistant reveals nothing about the order. It then shows which order will be cancelled and what amount goes back to the card the shopper paid with. Nothing changes until the shopper replies YES. After that it reports the result exactly as Shopify returned it; if Shopify refuses or does not answer, it says so and never claims the order was cancelled.
What the store owner gets
An email for every cancellation and a log entry in the dashboard with the order, the shopper, the time and the result. You set the rule: limit cancellations to a number of hours after the order, or leave it open to any order that has not shipped. Order actions are included in Pro ($19 a month) and Business ($59 a month); there is no per-action fee.
What it cannot do
It does not cancel an order that has already shipped (it offers a return once the parcel arrives, if returns are on), an order older than the window you set, or an order whose number and email do not match. It does nothing while the action is off or while the store has not approved the Shopify permissions it needs. It does not hold money or give store credit in place of a refund, and it cannot change a shipping address yet: address changes wait on Shopify's review of the customer data they use. In every refusal it says why and passes the request to you.
How to switch it on
Install the Chatonbo Shopify app on a Pro or Business plan. In the dashboard open the bot's Integrations and find the Order help panel; if it says needs approval, click the link and grant the app permission to write orders in Shopify. Switch on Cancel an order, set the hours window if you want one, then cancel a test order from your own assistant and watch the email and the log entry arrive. Every action is off until you switch it on.
Updated
Still stuck?
Write to [email protected]: a person replies, usually within hours, always within two business days.
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