AI Agent Actions: make changes to Shopify ordersUpdated a month ago

When you set up an Action for Shopify in Gorigas, AI Agent can fully resolve requests from shoppers who want to make changes to their orders, including cancelling an order, changing their shipping address, removing items, and more.

Using Actions to make changes in Shopify is an effective choice for these types of requests, especially when a change needs to happen within minutes or hours of an order being placed. Human agents may not get to shoppers’ requests in time, or they may be offline when the request is made. AI Agent is available 24/7.

Learn more about the types of Actions that AI Agent can use with Shopify.

Available AI Agent Actions for Shopify

• Cancel Shopify order → this Action allows AI Agent to cancel a shopper’s order in Shopify.
  • When the shopper requests an order cancellation, AI Agent checks if the order is unfulfilled. If yes, the order is cancelled and the product(s) is restocked in Shopify.
  • The shopper gets a refund for the full amount paid.
  • AI Agent sends a confirmation email when the order cancellation is complete.
• Edit order shipping address in Shopify → this Action allows AI Agent to update a shopper’s shipping address after they’ve placed an order
  • When the shopper asks to update their address, AI Agent checks if the order is unfulfilled.
  • AI Agent asks the shopper to confirm their updated shipping address.
  • AI Agent updates the shipping address in Shopify
• Replace order item in Shopify → this Action allows AI Agent to replace an existing item in an order with another item (for example, swapping an item for a different size or color).
  • When the shopper wants to replace an item, AI Agent asks: what item they want to remove from the order and what item they want to add.
  • AI Agent checks if there is stock available for the item the shopper wants to add to their order
  • The item removed from the order is restocked in Shopify
  • AI Agent updates the shopper’s payment for the order:
    • If order amount does not change, AI Agent does nothing
    • If the order amount decreases, AI Agent refunds the difference between the original order amount and the new amount
    • If the order amount increases, AI Agent hands over the ticket to your team to help the shopper complete their additional payment
  • AI Agent sends a confirmation email to the shopper with the updated details of their order
• Reship Shopify order for free → this Action allows AI Agent to duplicate and resend an order to a shopper at no additional charge (for example, when an order gets lost in transit or arrives damaged).
  • When a shopper asks about the status of their order, AI Agent will interpret the shipping info in Shopify to evaluate whether the order has been in transit for too long and can be considered lost
  • A shopper may also tell AI Agent their order arrived damaged
  • If an order is damaged or considered lost in transit, AI Agent offers to reship the order
  • AI Agent duplicates the previous order and sends an email confirmation to the shopper with the details of their order
  • The shopper is not charged any additional amounts
• Remove order item in Shopify → this Action removes one or more items from an existing order (for example, when a shopper changes their mind or wants to decrease an item’s quantity).
  • When a shopper wants to remove an item, AI Agent first checks if the order is unfulfilled. If yes, AI Agent asks the shopper to confirm their order and the item(s) they want to remove
  • AI Agent removes and restocks the item(s) in Shopify
  • AI Agent refunds the shopper the amount of the removed item
  • AI Agent sends a confirmation email to the shopper with the updated details of their order

What you’ll need to set up this Action

• Admin or Lead permissions in Gorgias

Connecting AI Agent to Shopify

So long as you already have Gorgias connected to your Shopify store, there are no additional steps to start using Actions for Shopify with AI Agent. With Gorgias connected to Shopify, AI Agent already has permission to access customer data and can use Actions to make changes to orders.

To get started, open your Automate settings in Gorgias to set up a Shopify Action for AI Agent.

1. Go to Automate > AI Agent
2. Select the Actions tab, then select Browse All Actions
3. Choose a Shopify Action from the list
4. Select Create Action

Limitations

• When AI Agent uses Cancel order in Shopify or Edit order shipping address in Shopify, it only makes these changes in Shopify. The cancellation does not get passed along to other 3rd-party logistics (3PL) or order fulfillment apps.
  
  
  • If you have a window of time between when an order is created in Shopify and when its given to your 3PL or fulfillment vendor, consider using Order Date as an Action condition to tell AI Agent to check how long ago the order was created (for example, Order Date is less than 2 hours ago).
  • 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
  • To cancel an order after it has been submitted to fulfillment, set up one of our Actions to cancel orders in 3PLs, like ShipStation, ShipMonk or ShipBob.
• When AI Agent uses Edit order shipping address in Shopify, it currently cannot determine whether the shopper’s new, updated address may result in adjusted charges (like taxes or shipping costs). This means that, if applicable, AI Agent won’t be able to refund a shopper any amounts or process additional charges.
• When using Replace item in Shopify order, currently AI Agent can only replace a single item from a shopper’s order (in other words, it can remove one item and add one item).
  
  
  • If a shopper wants to remove or add 2 or more items, AI Agent will hand over the ticket to your team to complete the shopper’s request.
• When using Replace item in Shopify order, if a shopper's request increases the order amount and requires additional payment, AI Agent will hand over the ticket to your team to complete the request.