Order Cancellation in Chat for Shopify
Yes. AeroChat cancels Shopify orders in the chat, within the rules you set. It verifies the customer against the order, checks that it has not been fulfilled and that it fits your cancellation window, then cancels the order in Shopify with a refund to the original payment method and the stock returned. The customer gets the confirmation in the same conversation.
This recipe handles “please cancel my order” while the order can still be stopped. Part of connecting Shopify to WhatsApp and AI chat.
What happens today
A customer ordered the wrong color, or twice by mistake, or changed their mind an hour later. They write in and wait. Meanwhile the warehouse packs the order. By the time someone reads the message, the parcel has shipped, and a two-minute cancellation becomes a return with shipping both ways.
Doing it by hand also means opening the order, checking its status, canceling, choosing the refund and writing back. It is the same five steps every time.
The flow that works
- The customer asks to cancel in chat.
- AeroChat verifies them with the order number and the email or phone on the order.
- It checks the order is not fulfilled and is inside your cancellation window.
- It offers what might keep the sale, if you allow it, such as swapping the color instead.
- Once the customer confirms, it cancels the order in Shopify, refunds to the original payment method and restocks the items.
- It confirms the cancellation and the refund in the chat.
What it looks like on WhatsApp
Customer: Can I cancel order #7710? I ordered the wrong size. (example)
AeroChat: Sure. Please confirm the email on the order.
Customer: nina@example.com
AeroChat: Thanks, Nina. Order #7710 has not shipped yet. Would you like the trail sneakers in a different size instead? Size 8 is in stock.
Customer: No, just cancel please.
AeroChat: Done. Order #7710 is canceled and US$74 is on its way back to your card (example). Banks usually show it within a few business days.
In Shopify: order #7710 is canceled with the reason “customer request”, the payment is refunded to the original method and the sneakers are back in stock.
The recipe
Copy this into AeroChat
When a customer asks to cancel an order, follow these steps.
- Ask for the order number and the email or phone number they ordered with. Verify them against the order in Shopify.
- Check that the order is not fulfilled and was placed less than 12 hours ago (example). If it has shipped, explain our returns process instead.
- If they want a different size or color, offer to swap it if that variant is in stock. Hand swaps to our team.
- Ask them to confirm the cancellation.
- Cancel the order in Shopify with the reason “customer request”, restock on, and refund to the original payment method.
- Confirm the cancellation and the refund amount. Tell them refunds can take a few business days to show.
Never cancel an order the customer has not confirmed. Reply in the customer’s language.
Change the cancellation window and the swap offer to match your store before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store in the dashboard. AeroChat verifies the customer and reads the order and its fulfillment status. The cancellation, refund and restock go to Shopify through its Admin API in the workflow you describe.
- Your knowledge base. Add your cancellation policy, so AeroChat answers from your own rules.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist of what is left: add your cancellation policy to the knowledge base, then switch it on.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- How long after ordering a customer can cancel in chat.
- Whether AeroChat refunds to the original payment method or offers store credit.
- Which orders always go to your team, such as personalized or made-to-order items.
The result to expect
Orders get canceled before they ship, so a change of mind costs a refund instead of a return. Customers get an answer while the order can still be stopped.
Measure it with your own numbers: cancellations handled in chat, and returns of orders the customer wanted to cancel, for a month before and after.
Next: see the order cancellation workflow across every channel and how to cancel an order before it ships.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your Shopify store and email, with the same Shopify connection behind it. See what each channel does on the Shopify integration page.
Channel versions: WhatsApp order changes.
Cancel your first order in chat
Install AeroChat, paste the recipe, and ask your own store chat to cancel a test order.
7-day free trial.