Change or cancel orders before the warehouse picks.

A cancellation or edit that’s finished in the warehouse and the payment system, then confirmed to the customer once it’s true.

Start with a support review How it works

Fernway OutfittersToday · 7:02 pm

Your size swap on order O-8431

The warehouse had already started picking your order, so we couldn’t change the size in time. We’re checking whether they can hold it, and a teammate will confirm by 9 am. Nothing has been charged or refunded.

Trail pantOrder O-8431 · size 32 to 34 requestedView order

Nothing is called changed until the warehouse confirms it

When the warehouse has already started, the customer hears what’s true and who owns the next step.

Sound familiar?

The request is in the helpdesk, and the warehouse picked the order an hour ago.
An agent says “canceled” and the parcel ships anyway.
Refunds go out by hand, and some go out twice.

A parcel that ships after “canceled” costs return shipping, rework and the customer’s trust in your next message.

Fernway’s launch week, cancel and edit requests

120 requests in launch week.
Cancellations, address fixes and size swaps, by email, chat and DM. The AI reads each one and finds the order.
Each one checked before anything moves.
Who’s asking, whether it’s been picked, and what the policy allows. Four needed a question back first.
104 done in every system.
The warehouse stop is confirmed, then the order cancels and the refund goes out once. Twelve went to your team instead.
102 customers told what’s true.
The message goes out after the work is done, never before. Two bounced, and a person picked them up.
The record is what you keep.
Order O-8421: stopped before the pick, $84 refunded once, customer confirmed at 6:14 pm.

Order

120Asked116Checked104Done in every system102Confirmed to the customer

Where it landed

DRO-8421 · Dana R.

Stopped before pick, $84 refunded

SWO-8424 · Sam W.

Address changed

KMO-8426 · Kim M.

Stop confirmed, then canceled

ABO-8428 · Alex B.

Refund issued

TOO-8435 · Tom O.

Refund issued, email bounced, team calling

MJO-8437 · Mia J.

Picked first, refund held for team

CPO-8431 · Chris P.

Size swap, picking started

LTLee T., order unknown

Asked which order, no reply yet

Completion record · CX-1042Order O-8421

Step	Result	Time
Customer verified	Owns O-8421, paid $84	6:12 pm
Warehouse stop	F-882 stopped before pick	6:12 pm
Shopify order	Canceled	6:13 pm
Refund	$84 issued once	6:13 pm
Customer told	Confirmed by email	6:14 pm

Cancellation policy CAN-3

How a completion record works

What changes.

TodayWith the engine

Requests: Copied between the helpdesk, Shopify and the warehouseChecked and done in each system by rules
Confirmation: “Canceled” sent when the request is loggedSent once the warehouse stop is confirmed
Refunds: Issued by hand, sometimes twiceIssued once, with the reference recorded
Exceptions: Passed along in SlackHeld with an owner and a deadline

How it works. 6 steps, 4 stages.

AI2
Rules and automation3
Your team1
Approval

1Ask
1. AI
  Read the request
  Works out what’s being asked, even in the customer’s own words, and finds the order.
  - Gorgias
2Check
1. Rules and automation
  Check identity, state and policy
  The customer owns the order, the edit window is open and the change is inside your limits.
  - Shopify
  - ShipBob
3Do
1. Rules and automation
  Stop the pick, then cancel and refund once
  The warehouse stop is confirmed first. A retry can’t refund twice.
  - ShipBob
  - Shopify
2. Your teamApproval
  Own what the system can’t finish
  Picked orders, payment increases and goodwill go to the person with authority, with the case attached.
4Tell
1. AI
  Tell the customer what’s true
  Writes the confirmation after the work is done, or says what’s pending and who owns it.
2. Rules and automation
  Write the completion record
  Every system’s state and time, kept as your record.

Held cases teach the next rule

What you get. Real work, every week.

Completion record · CX-1042Order O-8421

Step	Result	Time
Customer verified	Owns O-8421, paid $84	6:12 pm
Warehouse stop	F-882 stopped before pick	6:12 pm
Shopify order	Canceled	6:13 pm
Refund	$84 issued once	6:13 pm
Customer told	Confirmed by email	6:14 pm

Cancellation policy CAN-3

The completion record: one line per system, with the time each one finished.

Held for the teamO-8431 · fulfillment lead

Size swap asked for after picking started.

Asked: Trail pant, 32 to 34
State: Picking started 6:48 pm
Done so far: Nothing changed in any system
Told the customer: A teammate will confirm by 9 am
Next: Hold the pick, or exchange after delivery

The held case, with everything the next person needs. Your fulfillment lead works from it.

Edge cases · tested

5 of 5cases pass before go-live

The warehouse ships between the lookup and the cancel
The customer sends the request twice
The email doesn’t match the order’s owner
The refund times out after it succeeded
A change would raise the paymentGoes to a person

Run again after every policy or connector change

The edge cases we test before it goes live, and again after every policy change.

How you’ll know it’s working.

Verified completions per eligible request
Requests where the warehouse, the order and the refund all agree, out of those your policy allowed.
Duplicate or lost actions
Refunds issued twice, and stops that never reached the warehouse.
Repeat contact within seven days
Whether the customer had to ask again.

Baselines agreed before we build.

Works with what you have.

Commerce

Shopify
NetSuite

Support

Gorgias
Zendesk

Fulfillment

ShipBob

We configure first: As of October 2026, Gorgias’s AI Agent can act on Shopify orders and, through its ShipBob connector, on the warehouse. Zendesk has an agent-approved cancel-and-refund recipe that needs Copilot. We set up what your helpdesk already does, then test it.
We build when: The warehouse stop, the refund and the customer message don’t reconcile, or you need proof a change finished in every system.

What a first build includes.

Built in your accounts, around your team. Scope, fee and baseline agreed before we start.

1Design
2Build
3Run it, or hand it over

Start with a review Scope this build

We build

Eligibility rules for cancellations, address changes and size swaps
Actions across your helpdesk, Shopify and warehouse, tested on the hard cases
A completion record for every request
A hold-and-handoff path with an owner and a deadline

We start from

Helpdesk and Shopify access
Warehouse or 3PL access and cutoff times
Your cancellation and refund policy
A month of change requests

From your team

Owner: CX lead, with the fulfillment lead
Involves: Customer service
Fulfillment
Finance
Engineering

Questions teams ask.

Our helpdesk AI can already cancel orders. Why more?

It can change the order in Shopify. Whether the warehouse stopped is a separate question, and so is the refund. We configure the native actions first, then add the check that all three agree before anyone says “canceled.”

What if the warehouse already picked it?

Then the customer hears that, and a person owns the next step: hold the pick, recall it or take it back as a return. The system never says “canceled” until the stop is confirmed.

Can customers just edit their own orders?

Often, and it’s the cheapest fix. Jones Road told the vendor Order Editing that a one-hour edit window removed its order-edit tickets. That’s a vendor-hosted account with no baseline, but we’d start there if it fits, then build around what still comes in.

Who owns it once it’s running?

You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with the fulfillment lead. We can keep running it with you, or step back.

How do we start?

Usually with a support review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly.