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Solutions · Order actions

Returns, cancellations and address changes —
handled in the chat, approved by your team.

The three order requests you get most. The agent checks the order in Shopify, applies your rules, then raises the request and tells the customer what happens next. Around the clock, nights and weekends included.

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Real requests

Three requests, one flow.

I want to return the dress from #9821.
Return request raised — delivered 12 days ago, so it is inside your 30-day window. Your team will confirm by email.
From your order data and returns policy
cancel my order pls its #9822
#9822 has not shipped and is inside the cancel window, so I’ve raised a cancellation for the team to confirm within 24 hours.
Unshipped and inside the window — your rules
wrong address!! flat 3 not flat 8
Here is the current delivery address on #9822. Confirm the change to the new one?
Customer confirms → updated in Shopify
Check → rules → request → your approval

Returns and cancellations: nothing changes in Shopify until your team approves.

1 · Checks the orderLooks the order up in Shopify: fulfilment state, delivery date, items.
2 · Applies your rulesReturns only for shipped orders inside the window; cancellations only for unshipped orders inside the hours you set after purchase.
3 · Raises the requestA card with a reference and the full conversation lands in your Inbox; the customer is told your team will confirm by email.
WhatsApp · what the customer seesLive
I want to return the dress from #9821.
Return request raised — delivered 12 days ago, so it is inside your 30-day window. Your team will confirm by email.From your order data and returns policy
AstroX Inbox · what your team seesPending review
Return request · order #9821 · pending review
Ribbed Midi Dress — Black · M · delivered 12 days ago · inside window · the customer’s reason and photos
ApproveRejectNote
Your team approves in one clickThe customer is emailed automatically. You can also set an amount under which returns are approved on their own.
The refund is done in ShopifyThe link on the card opens the order. The platform raises and records the request, nothing more.
Address changes

Before dispatch, the customer confirms, Shopify is updated.

This is the one action that does not wait for your team, because no money moves: while the order is unshipped the agent shows the current address, the customer confirms the new one, and Shopify is updated. Once the order has shipped it hands over to your team instead. You can switch the whole thing off in your order policies.

Can you change the address on #9822 to 14 Elm Road?
Updated — it has not shipped yet, so it now goes to 14 Elm Road, SW4.
Address updated in Shopify
Your rules, your windows

Set once in your dashboard.

Return window · days from dispatchCancel window · hours after purchase, unshipped onlyAddress changes · on or offAuto-approve under · optionalReply promise · the hours you set
Money never moves on its ownRefunds are always yours to issue in Shopify. The platform raises and records the request.
Returns and cancellations wait for youNo order is changed in Shopify until someone on your team approves.
Every request is on recordA reference, the decision and the full conversation, in your Inbox.

Included on Growth and above · add-on on Starter (price on the pricing page)

Needs a connected Shopify store. Shopify integration →

How much store access the agent needs, which permission address changes use and how often the catalogue syncs are answered in the FAQ.

Shopify & channels FAQ →

Take the returns queue off your team’s evening.

Order actions are included in the 7-day free trial. No credit card.

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