Identity levels
What a shopper can do depends on how they are identified:
- Signed in. The shopper is signed in to your store. The assistant sees their orders.
- Guest lookup with a second factor. Order number, email and a second factor, such as last name or postcode, depending on the platform. Read-only.
- Email code. The shopper receives a one-time code by email to verify.
The confirmation card
Cancellations and return requests are shown as a card with the order, the items and what will happen. The action only runs after the shopper clicks confirm on that card. The card states that the AI assistant sends the request.
What it never does
- It never refunds by itself.
- It never refuses a withdrawal. It links your store's withdrawal function and offers a person.
On your platform
Cancellation modes:
- 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
Returns:
- Shopify: platform return, send a request — Return requests need the optional read_returns and write_returns permissions.
- Magento 2 / Adobe Commerce: platform return, send a request
- WooCommerce: send a request
- PrestaShop: platform return, send a request
- Any store (Generic: script tag, Push API, feeds): send a request, platform return — platform needs the Generic RPC op returns.create
Guest lookup factors:
- Shopify: last name
- Magento 2 / Adobe Commerce: last name, postcode
- WooCommerce: postcode
- PrestaShop: No
- Any store (Generic: script tag, Push API, feeds): last name, postcode