The AI checks whether the order has shipped, then cancels it in Shopify. The refund on that cancel follows your policy and your approval setting.
Yes, before it ships. Richpanel's AI agent can cancel a Shopify order that is still unfulfilled, when your policy covers it. It records the reason, notifies the customer, and refunds the payment only if your policy says to. A fulfilled order cannot be cancelled, so those go to your return policy or your team.
| The customer says | What the AI can do |
|---|---|
| Cancel my order | Cancel it in Shopify, if it has not shipped |
| I ordered the wrong size or color | Swap the item on the same order instead |
| I placed the same order twice | Cancel the duplicate |
| Hold it, I'm away next week | Put the order on hold, then release it later |
Many cancel requests are really a timing problem or a wrong variant. The AI can put an unfulfilled order on hold and release it when the customer is ready.
It can also swap the size, color or product on the same order before it ships. See editing an order.
Cancel Order has its own permission: Always allow, or Require approval. A refund bundled into the cancel follows the same approval, so money never moves ahead of the person approving.
While a cancel waits for approval, the customer hears the request is under review. Nobody tells them the order is stopped.
The Shopify tools page. Lookups run on their own. Cancel, refund, address, edit and discount wait for a person.
If you ship through ShipHero, the AI can cancel or hold the order in the warehouse too. That stops the pick before a label prints.
It reads the warehouse state first, so it knows whether the order has already left.
Shipped orders, orders your policy does not cover, and requests where the order is unclear go to your team.
A hand-off takes three steps. The AI saves an internal note with the reason. It sends the customer one reply on what happens next. The conversation stays open for your team.
If your playbook names a hand-off mode, the AI switches the conversation to Manual or Co-Pilot. No further AI reply then goes out on its own.
| System | Cancellation action |
|---|---|
| Shopify | Cancel an unfulfilled order, with a reason and an optional refund |
| Shopify | Hold an unfulfilled order, then release the hold |
| ShipHero | Cancel, hold or release the order in the warehouse |
| CheckoutChamp | Cancel an order, optionally with a full refund |
The refund that can ride with a cancel is covered in AI refunds. Every other action is on the AI actions overview.
Yes, while the order is unfulfilled. Richpanel's AI agent cancels it in Shopify with a reason and a customer notification, when your policy authorizes it. A fulfilled order cannot be cancelled.
Only if your policy says to. The refund follows the cancel's approval setting. If cancels require approval, nothing is refunded until a person approves.
The cancel stops. The AI follows your SOP for shipped orders, usually your return policy, or hands the conversation to your team.
Yes, but through the subscription app, not the Shopify cancel. Recharge, Loop and Skio subscriptions have their own cancel action, with your save offer first.
Version history. v1.0 (2026-09-24): initial publication. Every action on this page is checked against the Richpanel AI action catalog as it stood on the publication date.
We connect your store on the call and run a cancel, a hold and a swap on real orders. 50% resolution in 30 days, in writing, or your money back.
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