I want to cancel my order
Sure, I can help. Before I cancel it, can you tell me why?
Order Cancellation Assistant
The AI checks whether the order can be cancelled, asks why and offers an alternative, or cancels it.
No card to get started
Compatible with
Bruma
I ordered a 39 instead of a 38, I want to cancel
I can swap them for a size 38 at no extra cost. Would you like to keep the order that way?
Bruma
I found it cheaper, I want to cancel order #1043
I understand. If you keep it, I can take 10% off this same order. Would that work for you?
Bruma
Can I cancel? I got the shipping notice
Your order has already shipped, so I can't cancel it. Once it arrives, you can return it: here's how.
What it does for your store
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Your policy decides, not the AI
It checks the order's stage, your store's rules and whether it's already cancelled. The AI follows what you allow.
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One alternative, for the reason
It asks why once and offers one alternative, another size or color, a discount, the shipping or credit.
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If they decide, it cancels
It cancels the order, or some items if you allow it, on Shopify or VTEX, and says what actually happened.
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A person, when it's needed
If the customer asks for one or the case needs it, it passes the conversation to the person or team you choose.
How each order is saved
From the request to the change, it all stays in your Inbox.
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She asks to cancel
The AI finds her order, checks with your policy that it can still be cancelled and asks her why.
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It offers an alternative
Just one, the one that answers her reason and that you allow: here, swapping the size.
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And the order stands
If she accepts, it makes the change in your store. If not, it cancels without insisting.
Set up in minutes
Choose until when orders can be cancelled, which alternatives it offers, its discount and who it hands off to. Then turn it on.
Works with Shopify and VTEX
The AI reads your Shopify and VTEX orders live, and changes or cancels them right there. It answers in your Inbox's conversations, in your customer's language.
Available from the Pro plan, with 38 eCommerce Playbooks. See plans
FAQ
Frequently asked questions
What is the Order Cancellation Assistant?
It's the Playbook that handles cancellation requests in chat. It checks whether the order can be cancelled, asks why, offers an alternative and, if the customer decides, cancels it.
Which stores does it work with?
With Shopify and VTEX orders, which the AI reads live and changes or cancels right there.
Who decides whether an order can be cancelled?
Your policy and your store, not the AI: you choose until which stage orders can be cancelled, and the Playbook follows your platform's rules and whether the order was already cancelled or refunded.
Which alternatives does it offer?
Just one, for the reason and what you turn on. Another size or color of the same product, a discount on that order, a shipping refund (on Shopify) or store credit up to the cap you set.
And if the customer still wants to cancel?
It cancels without insisting, the whole order or, if you allow it, some items. On Shopify, the refund goes to the original payment method; on VTEX, it stays a request until the platform confirms it.
What if the order has already shipped?
If your policy doesn't allow cancelling it, it explains how to return it once it arrives or passes the conversation to your team. It doesn't start returns or refunds.
Does it write to them again later?
Only if the customer agrees. After a confirmed cancellation, it can write at least 7 days later with other products, and a new purchase calls it off.
When does your team step in?
When the customer asks for a person or the Playbook can't resolve the case, it passes the conversation to the person or team in Escalation.
Which plan includes it?
It's available from the Pro plan, which includes 38 eCommerce Playbooks.
Learn more
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Help Center
Order Cancellation Assistant
How to set its policy, its alternatives and who it hands off to, and how to test it before turning it on.
Cancel without hassle and save what you can.
Connect your store and turn on the Order Cancellation Assistant. No card needed to start.
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