AI Agent Action: Edit order shipping address in Shopify

When you set up this Action in Gorgias, AI Agent can fully resolve requests from shoppers who need to update their shipping address after placing an order. The Action already uses your existing Shopify integration, so there’s no additional connections that you need to make with another tool.

You can use this Action as-is or set conditions to tell AI Agent what requirements must be met before an address can be updated.

Common use cases

Brands use this Action to automate tickets where shoppers:

realize they entered an incorrect address during checkout and need to update it before the order ships

Moreover, in cases where a shopper needs their address updated within minutes or hours of placing an order, using AI Agent to perform this task is an effective option. Human agents may not get to the request in time, or they’re offline when it happens. AI Agent is available 24/7.

Example set up

A typical setup for this Action might look like:

Name: edit order shipping address in Shopify
AI Agent instructions: Edit the customer's order shipping address.
Shopper input (cannot be deleted): new shipping address
Conditions: Shopify order fulfillment status is [empty]AND Order Date is less than 1 hour ago

Setting up conditions in Gorgias for the Action that allows AI Agent to change a shopper's shipping address

Walkthrough video

A video showing you how to set up an Action with Gorgias's AI Agent

7:39

1:14

FAQs

What happens if the shopper’s new shipping address results in additional charges?

Unfortunately, at this time, AI Agent is unable to determine whether the shopper’s new, updated address may result in additional charges (like taxes or shipping costs)

For now we won’t be able to handle cases that result in additional charges to the shopper (e.g. new address changes state with different taxes).

Can AI Agent also cancel the order in my third-party logistics app?

Many brands use a third-party logistics (3PL) or order management system to fulfill and ship products after the order has been placed in Shopify.

At the moment, AI Agent can only cancel the order in Shopify. But there are ways to make sure this Action works with your existing 3PL app or warehouse management tools.

Our recommendation: if you have a time window between when an order is created in Shopify and when it's submitted for fulfillment with your 3PL or WMS app, use Order Date as a condition to tell AI Agent to check how long ago the order was created.

An abstract illustration, moving from left to right, showing an order being created in Shopify, and then a time delay between the order is submitted for fulfillment

This way you can ensure that AI Agent does not cancel an order in Shopify if the time window prior to fulfillment has been exceeded. In the example below, you can see that we’ve set a condition to check that Order Date is less than 2 hours ago. You should match this value to whatever time delay you have set up for your store.