> ## Documentation Index
> Fetch the complete documentation index at: https://egentify.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Take Order Actions Directly from Egentify Support Tickets

> Refund, reship, change the shipping address, or cancel an order without leaving the ticket view. Actions sync to your store and respect your warehouse's fulfillment status.

Agents can take order actions directly from the Egentify ticket view, without switching 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.

## 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.

> [!TIP]
>
> Order actions are applied to the live order in your store, because Egentify calls the Shopify or WooCommerce API directly. You can verify the action in your store admin after confirming.

## Warehouse checks before cancelling

If you have connected [ShipStation or Ordoro](https://egentify.com/docs/integrations/fulfillment.md), 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.

> [!WARNING]
>
> If Egentify cannot halt the order in your warehouse, it does not cancel it in your store either. The action stops and the order is flagged for review. This is deliberate and cannot be bypassed: it prevents a refunded order from shipping anyway. Retry once your platform is reachable.

> [!NOTE]
>
> 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.

> [!NOTE]
>
> You control the refund threshold in [Agent Settings](https://egentify.com/docs/configuration/agent-settings.md). Set a maximum refund amount that the AI can approve automatically. Requests above that amount are always sent to your team for approval.


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