How it works
The customer calls and asks to cancel. The AI finds the order in Shopify and checks it against your rules. By default, it only cancels unfulfilled orders within a cancellation window you configure, and you can restrict cancellations based on order tags.
When the order qualifies, the AI cancels it on the spot. By default, the cancellation issues a refund and restocks the inventory, and the AI confirms the outcome to the customer before the call ends. When the order does not qualify, for example because it has already shipped, the AI explains the next steps or transfers the call live to your team with the full context.
Every call is logged on the customer timeline with the recording, transcript, AI summary, and disposition, so your team can see what was cancelled and why.
Benefits
Cancellation requests are time sensitive. Handling them while the customer is still on the phone means fewer orders shipped by mistake, fewer returns to process, and fewer refunds issued after the fact.
Your team stops spending time on routine cancellations while keeping full control. The guardrails decide which orders the AI can cancel, and anything outside them goes to a person. Customers get a clear answer right away, at any hour, instead of waiting on an email thread.
