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Agents can take order actions directly from the Egentify ticket view — no need to switch to your Shopify or WooCommerce admin. Every action is applied to the live order in your store in real time, so your team can resolve issues faster without juggling multiple tabs.

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Available actions

Refund

Issue a full refund, a partial refund, or a refund for specific line items. Include a refund reason for your records.

Reship / Replace

Create a replacement order for the customer when an item is lost, damaged, or incorrect.

Change Address

Update the shipping address on an order before it has been fulfilled and shipped.

Cancel Order

Cancel an unfulfilled order on the customer’s behalf directly from the ticket.

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How to take an order action

1

Open the ticket

Navigate to Tickets in your Egentify dashboard and click the ticket associated with the customer’s order issue.
2

Select an action from the sidebar

In the right sidebar, locate the order details and click the action you want to take — Refund, Reship, Change Address, or Cancel.
3

Fill in the details

Complete the confirmation modal. Depending on the action, you may need to select line items, enter a refund amount, provide a reason, or supply a new shipping address.
4

Confirm the action

Click Confirm. Egentify sends the action to your store immediately via the Shopify or WooCommerce API.
Order actions are applied to the live order in your store — Egentify calls the Shopify or WooCommerce API directly. You can verify the action in your store admin after confirming.

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Approving AI refund requests

When the AI proposes a refund that exceeds your auto-approve threshold, it creates a refund approval ticket and notifies your team instead of processing the refund automatically. Open the ticket and click Approve Refund to process it, or reply to the customer with an alternative resolution such as store credit or a replacement.
You control the refund threshold in Configuration → Agent Settings. Set a maximum refund amount that the AI can approve automatically. Requests above that amount are always sent to your team for approval.