How do order lookup, cancellations and refunds work?

What each store supports

• Shopify, WooCommerce and Magento: order lookup, order requests and, if you allow it, the agent cancelling the order or starting a return itself.

In the store agent created when you connect your store, order lookup and requests are on. The agent cancelling or refunding stays off until you turn it on.

How does a customer check their order?

The agent asks for the order number and the email address or phone number used on the order. If they don't match, it shows nothing. Someone trying to guess numbers can't even find out whether an order exists. Repeated wrong attempts for the same order are blocked for a while.

A customer signed in to your store isn't asked for a number or email for their own orders; without a number, their recent orders are listed. This works automatically on Shopify and WooCommerce, and on Magento while “Recognize signed-in customers” is on. Someone else's order still needs the number and contact details.

The agent gives the order's status, date, total, items, delivery details and tracking number.

You can also add the “Get order status” step to an agent. The order number and email or phone come from answers asked in earlier steps.

When a customer wants to cancel or return

The agent doesn't touch the order; it passes the request to your team:

• A cancellation, return, exchange, address change or note is added to the order as a note for your team. The order doesn't change; your team decides what to do.
• The request also lands on your Requests page, and goes to your help desk if one is connected. Cancellations and address changes are marked urgent.
• The same request isn't recorded twice within an hour. At most five requests are added to one order; after that the customer is told your team will get back to them.
• If you add the “Send order request” step to a flow, the request is written only to the order's note and doesn't reach the Requests page.

The agent cancelling and refunding itself

If you allow it, the agent does the action itself instead of passing the request to your team. These actions are real and can't be undone, so they're off at first. The same rules apply on every store:

• The order is first verified with its number and the order's email or phone.
• The agent explains what will happen and does nothing without the customer's explicit confirmation. The confirmation is valid for five minutes, only for that order and that action.
• Only an order that hasn't shipped and is within the cancellation window is cancelled.
• The agent doesn't tell the customer when the money will reach their account.
• If the action isn't possible, the agent offers to pass the request to your team when the agent can take requests.

Besides the store's setting, the “Order cancellation / return” action on the store's card in the AI Assistant step's “Integrations” tab must be on. This exists only in that step, not as a separate flow step.

Turning it on in Shopify

Turn it on from the “Agent order actions” card on the Integrations → Shopify page in the panel:

• “Visitors can cancel their order”: the order is cancelled, the payment goes back to the customer's payment method and the items return to stock. You set the window with “Cancellation window (hours)” (24 by default, up to 720).
• “Visitors can request a return”: a return request is opened in Shopify for shipped items; you approve or decline it in Shopify admin.

Turning it on in WooCommerce

Turn it on in the “Order cancellation and refunds” section of the WooCommerce → Agenola Agent page in WordPress:

• “Let customers cancel their order through the agent”, with “Time limit (hours after ordering):” for the window (24 by default, up to 720).
• “Let customers start a refund (a refund record is created)”. If you want the money actually sent back, also tick “Also send the money back through the payment provider”. Unticked, only a refund record is opened and your team sends the payment back.

Turning it on in Magento

Turn it on in the “Real order actions” section under Stores → Configuration → Agenola in your Magento Admin:

• “Let the agent cancel orders” and “Cancellation window (hours)” (24 by default, up to 720). An invoiced order can't be cancelled in Magento; a refund record is opened for it instead.
• “Let the agent open refund records”. A refund record sends no money; your team sends the payment back.

Order steps for your team

All four stores have order steps you can add to a flow: getting an order, adding a note, cancelling, holding, opening a refund record and more. These steps don't verify the customer's order; you set which order they apply to.

• Steps that can't be undone don't run until “I understand this step does something that can't be undone” is ticked on the step.
• In such a step the order is either chosen on the step or comes from an earlier step's output; a visitor's answer can't be the target.
• A workspace can run at most 20 irreversible actions per hour; when the limit is reached the step takes its “If it fails” branch.

Where can I see what was done?

• The “Action statistics” tab on the Integrations page shows how many times each action succeeded and failed.
• On Magento, cancellations and refunds the agent makes are added to the order's comment history as a note (Sales → Orders → the order → Comments History).