Can Customers Change Their Order After Checkout?
Yes, as long as the order hasn’t shipped and the change is one Shopify’s order editing allows. AeroChat verifies the customer, checks the order is unfulfilled, and edits it in Shopify: swap or add items, change quantities, or update the shipping fee. If the new total is higher, it sends the link to pay the difference in the chat and confirms once the payment comes through. If it is lower, it refunds the difference within the limits you set.
Shopify behavior from Shopify’s help center: Editing orders, checked 11 November 2026.
Why it happens
Plans change after checkout. A customer chose pickup and now needs the order posted. Another wants a second item added before it ships, or a different size. Merchants on the Shopify Community say the hard part is changing the delivery method: switching an existing order between shipping, local delivery and pickup. Local delivery businesses describe orders they can’t edit and notifications they can’t rely on. Others found that edits made in the admin don’t reach their print-on-demand or fulfillment app, with no warning.
What Shopify’s help center says
Per Shopify’s help center, checked 11 November 2026:
- When you edit an order, you can add or remove products, adjust item quantities and update shipping fees.
- You can apply manual discounts to items or the whole order, and remove existing manual discounts.
- If additional payment is required after an edit, you can send the customer an updated invoice. If the total decreases, you can issue a refund.
- The order editing page we checked doesn’t describe switching an existing order’s delivery method between shipping, local delivery and pickup.
The usual fixes and their limits
- Edit it by hand in the admin. Works for one or two orders. Each request means finding the order, editing it, and chasing any extra payment.
- Cancel and ask the customer to reorder. Clean in the admin. The customer has to check out again, and some don’t.
- An order-editing app. Lets customers make changes on the order status page within a time window. Customers who message you still need an answer.
- Tell the fulfillment app yourself. If an edit doesn’t sync to your print-on-demand or 3PL, someone has to update it there too.
How to handle it in chat with AeroChat
The customer asks in the chat. AeroChat verifies them, checks the order is unfulfilled and confirms what they want changed. For items, quantities and shipping fees, it edits the order in Shopify. It works out the new total, sends a link for any extra amount and confirms when the payment arrives, so the customer never has to say they paid. For a change your rules don’t allow, such as switching a local delivery order to pickup, it collects the details and passes them to your team. If you use a fulfillment app that doesn’t sync edits, the recipe can tell your team which order changed.
Customer: Can I add a second mug to my order before it ships? (example)
AeroChat: Happy to help. What’s your order number and the email you ordered with?
Customer: #7105, dan@example.com
AeroChat: Thanks, Dan. Order #7105 hasn’t shipped. Adding one more Stoneware mug in sand brings your total up by US$18, and shipping stays the same (example). Shall I add it?
Customer: Yes.
AeroChat: Here is the link to pay the US$18: [link]
AeroChat: Payment received. Order #7105 now has two Stoneware mugs and will ship together.
In Shopify: order #7105 is edited to two mugs, and the extra payment is recorded on the order.
Copy this into AeroChat
When a customer asks to change 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 the order is unfulfilled. If any item has shipped, tell them what has shipped and do not edit the order.
- Confirm the change: items added or removed, quantity or size. Check the new items are in stock.
- Tell them the new total and any change to the shipping fee, and ask them to confirm.
- Edit the order in Shopify. If the total goes up, send a link to pay the difference and confirm once it is paid. If it goes down by US$50 or less (example), refund the difference to the original payment method.
- If they want to switch between shipping, local delivery and pickup, collect the new details and hand the conversation to our team.
Reply in the customer’s language.
Change the refund limit and the hand-over cases 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. AeroChat reads the order, checks stock and makes the edit there.
- A payment provider for the difference. Airwallex is built in, and other gateways connect through their APIs.
- Your fulfillment app, if edits don’t sync. If it has a public API, such as Printify, AeroChat can update it or alert your team.
Questions
Can a customer change the shipping address too?
Yes, before it ships. See changing the shipping address after ordering.
Can AeroChat change pickup to shipping?
Shopify’s order editing page doesn’t describe changing the delivery method, so the recipe hands those requests to your team with the details collected.
What if the order has already shipped?
AeroChat tells the customer and offers a return or exchange instead. See size exchanges in chat.
Can I stop edits after a cutoff?
Yes. Add it to the recipe, for example no edits after 2 p.m. on the day of dispatch (example).
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.
Let customers change orders in the chat
Install AeroChat, paste the order change recipe, and edit a test order from your own phone.
7-day free trial.