Customer Support

Modify eligible orders with the BuyScout® AI Store Agent

Q: Which order details can shoppers change?

BuyScout® can add an item, remove an item, change item quantity, update the shipping address, or cancel the order when that action is permitted by the current order state. Merchants may restrict any of these actions in BuyScout® Dashboard.

Q: What if the order has already started fulfillment?

BuyScout® stops automatically when an order is locked or the action is rejected, then notifies store support with the request and relevant context.

Q: How does BuyScout® prevent the wrong order change?

BuyScout® presents the exact item, quantity, address, or cancellation consequence, then requires explicit confirmation before the connected workflow acts.

Q: What happens when an item is removed or an order is cancelled?

BuyScout® explains the confirmed reduction or cancellation before acting. The order action does not issue a refund itself; the merchant returns any amount owed to the original payment method.

Q: Can a shopper correct a proposed change before confirming it?

BuyScout® can discard the stale proposal, show the latest supported change, and require fresh confirmation. Order Modifications does not submit the earlier value once the shopper has corrected it.

Q: What happens if order eligibility changes after BuyScout® shows a proposal?

BuyScout® stops if the connected workflow rejects the change or the order becomes locked. BuyScout® reports that no update was confirmed and routes the request to the merchant when needed.

BuyScout® can add or remove an item, change its quantity, update the shipping address, or cancel an eligible order after checking its current state and confirming the exact change.

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Can BuyScout® change an order after checkout?

BuyScout® can add or remove an item, change its quantity, update the shipping address, or cancel an eligible order. BuyScout® checks the current state, shows the exact proposed change, and requires confirmation before acting.

When shoppers request a change

These requests are useful only while the order and requested field remain editable.

Add, remove, or change an item

A shopper wants to add a product, remove a line item, or increase or reduce its quantity. BuyScout® checks that the order is editable and confirms the exact item and resulting quantity.

Correct a shipping address

A shopper notices a transposed street number before fulfillment. BuyScout® compares the current address with the supplied correction, checks it, and lets the shopper choose the exact address to use.

Cancel an eligible order

A shopper wants to cancel before the order is fulfilled or closed. BuyScout® explains that the merchant will return any amount owed, asks for the reason, and cancels only after confirmation.

How order modifications work

Every supported change automatically follows eligibility, evidence, and confirmation before action.

Check eligibility first

BuyScout® reads the current Shopify order state and checks whether the requested action is supported before offering a change.

Build an evidence-backed proposal

BuyScout® uses the current items, quantities, address, and shopper-supplied change instead of guessing which order detail should be modified.

Confirm before action

BuyScout® repeats the old and new values in a clear summary and acts only after the shopper confirms the exact change.

Correcting a street number

I entered 18 Pine Street, but it should be 81 Pine Street. Can you fix it?

Checking the order status and modification eligibility

This order is still eligible for an address correction. Change 18 Pine Street to 81 Pine Street and leave the remaining address unchanged?

Yes, confirm that change.

Updating the shipping address

Confirmed. The shipping address now uses 81 Pine Street; the rest of the address is unchanged.

OutcomeThe shopper corrects an eligible field through an evidence-backed, explicitly confirmed change.

What BuyScout® checks automatically

BuyScout® handles supported order modifications automatically, while merchants retain optional permission controls.

Current Shopify order state

BuyScout® automatically checks the current items, quantities, shipping address, fulfillment state, and action eligibility before proposing a modification.

Default action permissions

Supported order and subscription actions are enabled by default. Merchants can restrict them in BuyScout® Dashboard.

Optional store policies

BuyScout® reads applicable store policies from the website. Merchants can add store-specific cutoffs, exclusions, or exception guidance in BuyScout® Dashboard.

How Order Modifications work automatically

No per-action setup is required unless the merchant wants to restrict a supported action.

Detect an eligible action
BuyScout® identifies the requested modification and checks whether the supported order action is available.
Check the current order state
BuyScout® confirms that the order and requested field remain editable before presenting a proposal.
Confirm and act
BuyScout® shows the old and new values, requires explicit shopper confirmation, and only reports success when the action succeeds.
Optionally restrict actions
Merchants can restrict supported actions in BuyScout® Dashboard, then test eligible and rejected requests.

Order-change boundaries

BuyScout® stops when permissions, order state, or shopper confirmation are unclear.

Fulfillment can lock the order Once fulfillment or another downstream process starts, even a normally supported field may no longer be editable. BuyScout® follows the current order state.
Only supported fields are eligible BuyScout® only offers actions permitted by the current order state. Merchants can restrict any available action in BuyScout® Dashboard.
No silent edits or refunds BuyScout® does not infer an address, substitute an item, or act without confirmation. For a reduction or cancellation, the merchant returns any amount owed.

Frequently asked questions

Which order details can shoppers change?

How does BuyScout® prevent the wrong order change?

Can a shopper correct a proposed change before confirming it?

What if the order has already started fulfillment?

What happens when an item is removed or an order is cancelled?

What happens if order eligibility changes after BuyScout® shows a proposal?

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Auto Human Handoff

Notifies store support when BuyScout® cannot fulfill a request, a shopper asks for a person, or the store requires human review.

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