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.
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.
Warehouse checks before cancelling
If you have connected ShipStation or Ordoro, Egentify checks the order against your warehouse before it cancels anything or changes an address. Your store can still say “unfulfilled” while the label is already printed, and this catches that. The confirmation modal tells you what it found. Already shipped. The action is blocked and the modal shows the tracking number. Void the label or start a return instead. Nobody can proceed past this, whatever their role. Clear to cancel. The modal lists everywhere the cancellation will apply, meaning your store and your fulfillment platform, with a package count if the order was split. The warehouse is halted first, before the store cancel and refund, so you cannot end up refunding an order that ships anyway. Not yet in your warehouse. The order has not synced across yet. Egentify treats it as safe to cancel and re-checks immediately afterwards. Fulfilled by a supplier. The modal names the supplier, and their email where Ordoro provides it. ShipStation’s cancellation does not reach the supplier, and Ordoro’s only does if Ordoro has enabled dropship cancellation on your account, so contact the supplier directly to be sure the shipment stops. Status could not be confirmed. Your fulfillment platform was unreachable or returned something unrecognised. Check the order there before going ahead. You can still proceed, but you must type a reason first, and it is recorded in the activity log.The AI agent works to the same rules in chat, but has no way to proceed on an unconfirmed order. It declines and offers to create a ticket, so your team can make the call here instead.
Address changes
The same checks apply. A shipped order can never have its address changed. If a warehouse accepted the new address but your store then rejected it, Egentify raises a review ticket telling you the two now disagree and need reconciling by hand.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 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.