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

# Let Aide cancel, refund and change orders in chat

> Aide can handle the most common order requests itself.

Aide can handle the most common order requests itself. Once a shopper has shown the order is theirs, Aide can cancel it, refund it, change the shipping address, remove an item that hasn't shipped, or add a note to it.

## 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

Returns have their own setting in the Returns section below (see [Returns in Shopify or your returns portal](/shopify/shopify-returns)). Aide never holds orders or sends free replacements; those stay with your team.

## 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.

Aide only acts for a verified shopper. See [How shoppers prove an order is theirs](/shopify/order-verification).

## 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:

| Setting | Default |
| - | - |
| Aide refunds above this amount need approval | 0, so every refund waits |
| Aide refunds above this share of the order need approval | Off |
| Aide's refunds per 24 hours | 250 |

A refund over any limit waits for approval, whatever the topic's setting.

## Topics that need review

On a topic set to "Draft for review", a confirmed action goes to your team for approval instead of running, and Aide tells the shopper a teammate will review it.

## Approvals and notifications

The waiting action shows on the order with Approve and Reject. Any teammate can approve, except that a refund above your workspace's refund approval threshold still needs an Owner or Admin. The teammates who can approve get an "Order action needs approval" notification (change it in Settings > Notifications).

Every action Aide offers, runs or sends for approval appears in the order's history marked as done by Aide, and in the conversation timeline.


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