Cancellations
Let shoppers cancel orders in the chat as a request to your team or directly on the platform, with your rules for status, time and value.
Modes
The available modes depend on your platform:
- Shopify: cancel directly, send a request — Direct cancellation needs the optional write_orders permission.
- Magento 2 / Adobe Commerce: cancel directly, platform self-service, send a request
- WooCommerce: send a request, cancel directly — Direct cancellation only for unpaid orders with an offline payment method.
- PrestaShop: cancel directly, send a request
- Any store (Generic: script tag, Push API, feeds): send a request, cancel directly — direct needs the Generic RPC ops orders.cancel.check and orders.cancel.execute
| Mode | What happens |
|---|---|
Send a request to your team (request_only) | The shopper's request is sent to you; the order isn't changed |
Cancel directly (direct) | ShopAssist cancels the order on your platform after the shopper confirms |
Magento self-service (platform_self_service) | Magento's own customer cancellation, which refunds the payment automatically (you confirm a checkbox to enable it) |
On Shopify, direct cancellation needs the write_orders permission (granted from the app).
Your rules
In Orders & actions → Cancellations:
- allowed order statuses;
- maximum hours since the order (0–720, default 2);
- maximum order value, or none;
- order tags that exclude an order;
- Also allow for guests verified by email code.
ShopAssist checks the rules and the order again with your platform right before executing. If the order has changed (for example shipped), the shopper is told and offered a request instead.
The confirmation card
The shopper sees a card generated from the order data, never from AI text, for example: "Your order #1042 will be cancelled and 499,00 kr. refunded to your original payment method." After confirming, they get a confirmation email, and the platform sends its own notification where it has one. A private order note records "Confirmed by the shopper via ShopAssist (act_…)".
Withdrawal
A shopper who wants to withdraw from a distance purchase is never refused by the assistant. See returns and withdrawal.
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