New address or cancellation: only while the order has not shipped
The customer writes that the address is wrong or that the order should be cancelled. Nemma checks that the order has not shipped, proposes the action and writes the reply. One click carries out both.
- 1The customer wants a new address or to cancel
- 2Nemma checks the email and that the order has not shipped
- 3A proposal and a reply are ready
- 4One click carries out the action and sends the reply
Names, order numbers, amounts and addresses in the examples are made up and are there to show what it looks like. The rules are not made up: they are the ones Nemma follows.
The customer wants a new delivery address
The customer's email
Made upHi,
I just placed an order (#2344), but I wrote the old address. It should go to Vestergade 12, 2. th, 8000 Aarhus C. Can you fix it before it ships?
Regards, Peter
Nemma looks it up
Peter writes from the email the order was placed with. An address change always requires exactly that email match: whoever decides the delivery address gets the package.
- Order #2344: not shipped
- The order's items and delivery status
If the order has already shipped, the address cannot be changed, and Nemma does not propose it. If the customer writes from a different email than the one the order was placed with, Nemma does not change the address, even if a human has confirmed the order. The customer is asked to write from the order's email.
Draft and proposals
Hi Peter
Thank you for your message. Your order #2344 has not shipped yet, so we have corrected the delivery address to Vestergade 12, 2. th, 8000 Aarhus C.
Kind regards, Nord Supply Customer Service
The draft is written as if the change happens. The reply is only sent if the change succeeds in Shopify.
- New delivery addressOrder #2344 → Vestergade 12, 8000 Aarhus C
A human approves here
The action is switched on in advance. You check that the address is right and press the button. Just before Nemma changes the address, the order is checked once more: if it has shipped in the meantime, or the email no longer matches, the change is stopped. A new address moves no money, so anyone on the team may approve it.
If Address change is on Auto-send, Nemma can change the address on an unshipped order itself. Anything that needs your click makes the reply fall back to Draft.
Every category starts on Draft. You switch on Auto-send per category yourself, and only once the category's skill has been filled in.
The customer wants to cancel the order
The customer's email
Made upHi,
I have changed my mind about order #2351, which I placed an hour ago. Can you cancel it?
Regards, Sofie
Nemma looks it up
Nemma looks up the order by the sender's email and checks that it has not shipped. The age and the amount decide whether a cancellation can happen without a human.
- Order #2351: not shipped, placed an hour ago
- Amount: DKK 499.00
If the order has shipped or been partly shipped, it cannot be cancelled, and Nemma does not propose it. The draft refers to your returns process instead.
Draft and proposals
Hi Sofie
Thank you for your message. Your order #2351 had not shipped, so we have cancelled it. The amount of DKK 499.00 is being refunded to the payment the order was placed with.
Kind regards, Nord Supply Customer Service
The draft is written as if the cancellation happens. The reply is only sent if the cancellation succeeds in Shopify.
- Cancel orderOrder #2351 · customer changed their mind
A human approves here
Cancellation is switched on in advance, but it sends the payment back to the customer. So only the owner or a member with permission for money can approve it. One click cancels the order, puts the items back in stock and sends the reply, but only if the cancellation succeeded.
If Cancellation is on Auto-send, Nemma can cancel a brand-new, unshipped order itself: less than a day old and DKK 2,500 or less. If the order is older or more expensive, the reply falls back to Draft and waits for your click.
Every category starts on Draft. You switch on Auto-send per category yourself, and only once the category's skill has been filled in.
These apply every time
The rules live in the code and not just in an instruction to the AI, so they hold even if an email tries to say something else.
Only orders that have not shipped
Cancellations and new delivery addresses can only be proposed on an order that has not shipped. This is checked in the code before the proposal is created, and again just before the action is carried out.
An address change always requires an email match
Even on an order you have confirmed yourself. The customer is asked to write from the email the order was placed with.
The reply is only sent if the action succeeds
If something goes wrong in Shopify, the row shows Failed and the reply is not sent. The customer never gets an email about a cancelled order that is still active.
What it requires, and what Nemma cannot do
Honest about what has to be in place and where the limit is.
What it requires
- Shopify connected with the write_orders permission.
- The skills for Address change and Cancellation filled in with your rules.
- The owner, or a member with permission for money, to approve a cancellation.
The limits
- If the order has shipped, Nemma can neither change the address nor cancel. Nemma cannot redirect a package at the carrier.
- If an action dies halfway through the call to Shopify, Nemma never retries on its own, because a new attempt could do it twice. A human settles it in the case.
- The address cannot be changed on an order you have confirmed yourself in the case.
Read more in the Academy
Short, practical guides, written from the system as it works today.
Other emails Nemma takes care of
Try it on your own emails
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