Order actions: cancel, address, refund and swap

If the customer's order should be cancelled, get a new address or be swapped, Nemma suggests it as a row under Suggested actions in the reply field of the case (singular when there is only one). If the category is on Draft, Nemma never carries anything out on its own here. The suggestion waits for you.

Who may

Cancelling, refunding and swapping move money, so they require that you are the owner, or that the owner has given you permission with Can refund and cancel (under Settings → Team, see Team and permissions). By default only the owner can. This applies both to the buttons in the order panel and when you approve a suggestion from Nemma, and it applies whatever the category's mode. An agent without permission who tries gets the message Only the owner, or someone allowed to handle money, can refund and cancel, and the action is not carried out. Everyone on the team can approve a new delivery address, Discard suggestion and untick a suggestion. What Nemma itself does in categories on Auto-send (see below) is unchanged.

The four actions

• Cancel order - only if the order has not shipped yet.
• New delivery address - only if the order has not shipped yet.
• Refund - always requires your approval.
• Swap product - swaps the item for a cheaper product and refunds the price difference.

Each row shows the order number and the specific content, for example the new address or the amount, and money actions have the label Money on the right. At the far left is a box you can tick. Once the action is approved, the box is replaced by a label showing where it stands: Approved, Running..., Done, Approved - manual in Shopify, Failed, Rejected or Stalled.

How to do it

1. Read the row and check that the order number and details are right.
2. Choose what should happen with the ticks. Cancellation and address change are ticked in advance; money actions (Refund and Swap product) start without a tick and have to be actively ticked.
3. Read the AI draft, and edit it if needed.
4. Press the send button. It is named after what you have ticked: for example Cancel order and send, Refund DKK 49.00 or Run 2 actions and send. If nothing is ticked, it is called Send reply.

If you disagree with a suggestion, remove the tick. Actions without a tick are rejected when you send. If you have removed the tick on every suggestion, you have to press Discard suggestion (or Discard suggestions) before you can send: the draft is written as if the action happens, and Nemma does not send a reply that could promise something you have not chosen.

What the send button does

One click does two things: Nemma carries out the chosen actions in Shopify and then sends the reply to the customer, once they have all gone through. But only if the change actually succeeded.

If something goes wrong, the reply is not sent. The row switches to Failed with an explanation, and you can write to the customer yourself. That way you avoid the customer getting an email about a cancelled order that is still active.

If no draft is waiting, the button simply carries out the action, and you send the reply yourself afterwards.

Just before Nemma carries out the action, the order is checked once more. If it has shipped in the meantime, or the customer's email address no longer matches the order, the action is stopped.

Money always requires your approval

Both Refund and Swap product can never go through automatically. You have to tick them every single time.

If you tick a Refund, Nemma records your approval - but you make the actual money transfer yourself in Shopify admin. The row switches to Approved - manual in Shopify and reminds you with a note to complete the refund there. Nemma does not move money on a refund suggestion, and no reply is sent to the customer on that click. Once you have refunded in Shopify, you send the reply yourself.

Cancel and refund yourself from the order panel

If you want to act without waiting for a suggestion, you can use the buttons under Customer's orders on the right of the case (on narrower screens the panel is opened with Orders and activity):

• Cancel order - only for orders that have not shipped. You confirm with Confirm cancellation, the customer is refunded automatically, and the items are put back in stock.
• Refund amount - the amount is filled in with what can be refunded. You can change it, write a reason (optional) and press Refund .... You can refund at most what is left on the order.
• Open in Shopify - opens the order in Shopify admin.

Without permission for money, Cancel order and Refund amount are switched off, and the text Only the owner, or someone allowed to handle money, can refund and cancel appears under them.

Here your click is the approval itself, so the refund actually happens in Shopify, without you having to go there. No reply is sent to the customer, so you write that yourself.

How a swap works

Swap product is the one place where Nemma refunds on its own on the basis of a suggestion. If you tick it, the order is changed to the new product, and the price difference is sent back.

A swap can only be suggested if all of this holds:

• The order has not shipped.
• The order has exactly one line item with quantity 1.
• The new product is cheaper than the old one.
• The new product is in stock.
• The Shopify app has the permission write_order_edits (see The AI cannot find products or swap an item).

If the customer wants to swap for something more expensive, Nemma instead suggests cancelling the order, so the customer can order again. If the order has not been paid yet but only reserved, nothing is refunded. The customer is then simply charged the lower amount, and it is shown on the row.

If an action gets stuck

If an action dies in the middle of the call to Shopify, Nemma never tries again by itself, because a new attempt could refund twice. After a quarter of an hour, The action stalled appears above the reply field. Check the order in Shopify, and tell Nemma what you saw: It went through or Nothing happened (for a swap also The order was changed, but the money did not come back). The buttons do not move any money - they only correct the case's record. If an action was approved but never got started, you can choose Start it again or Cancel the action. Start it again on a money action requires the same permission as approving it.

Order placed with a different email

If the order was placed with a different email than the one the customer writes from, you can confirm it in the case, and then you can cancel, refund or swap on it as usual, if you may move money. There are two differences: the AI does not suggest a new delivery address on such an order itself (the customer is asked to write from the order's email), and the reply on the case is never sent automatically. See Order placed with a different email.

If you send a reply together with an action, for example Cancel order and send, the reply goes out when the action has been carried out. There is no 15-second undo here, which an ordinary reply has, and you cannot attach files in the same click.

Auto-send

If the category is on Auto-send, Nemma can cancel a brand-new, unshipped order itself (less than a day old and for at most DKK 2,500) and change the delivery address on an unshipped order. Anything that requires approval - such as money actions and older or more expensive orders - makes the case fall back to Draft, so the action waits for you.

Also read Approve and edit the AI draft.