Choose what Aide may do
Go to Settings > Helpdesk > Statuses and timers, section “Aide order actions in chat”. Each action has its own switch, and all are on by default:- Cancel unshipped orders
- Refund orders
- Change the shipping address
- Remove unshipped items and refund them
- Add a note to the order
How it works in a conversation
- The shopper asks with every detail: “Please change the street on #1001 to 2 Elgin St” is done in the same reply, and Aide says what it did. A new street keeps the city, postal code, country, name and phone already on the order.
- Aide needs to fill in a detail, choose between orders or items, or makes the suggestion itself: it describes exactly what it will do (“cancel order #1001 and refund your payment”) and waits for the shopper to say yes. If the shopper moves on without confirming, nothing changes.
- Shopify refuses: Aide tells the shopper honestly and doesn’t claim it worked.
- Later in the chat: Aide remembers what it did or sent for approval, and whether your team approved it, so “any news?” gets an accurate answer. A teammate’s reason for declining stays internal.
Refund limits
Every refund Aide offers, including the refund that comes with a cancellation, waits for a teammate until you raise Aide’s limits. In the same settings section:
A refund over any limit waits for approval, whatever the topic’s setting.