Handle order cancellation requests
When a customer requests a cancellation, Macha checks the order status in Shopify, verifies if it's eligible, looks up payment details in Stripe, and drafts a response for the agent to review.
Keeps the agent in control of sensitive actions while doing all the legwork automatically.
How it works
Ticket Created
Customer requests order cancellation
I need to cancel my order #2205. I ordered the wrong size and it hasn't shipped yet.
Check order
Order #2205 — status: Unfulfilled, not yet shipped
Check payment
Payment of $89.00 via Visa ending 4242 — eligible for full refund
I've checked the details. Here's a draft reply:
"Hi! I can confirm your order #2205 hasn't shipped yet and is eligible for cancellation. I'll process a full refund of $89.00 to your Visa ending 4242. You should see it within 5-7 business days."
Shall I send this and process the refund?
Triggers & Actions
Trigger
Ticket Created
Zendesk
Fires when a new ticket is created in Zendesk.
Action
Get Order
Shopify
Look up an order by ID or order number with full line items, fulfillment, and payment status.
Action
Get Payment
Stripe
Retrieve full details of a specific payment including status, amount, and metadata.
Action
Add Comment
Zendesk
Post a public reply or internal note on any ticket with formatted text.
Related use cases
Auto-resolve order status inquiries
When a customer asks about their order status, Macha automatically looks up the order in Shopify, checks fulfillment and tracking details, and replies on the ticket — no agent needed.
Handle "where is my order" from Slack
When a team member asks about an order in Slack, Macha pulls up the order details from Shopify and replies in-thread with the full status — tracking, fulfillment, and delivery estimate.
Look up order details mid-conversation
While handling a ticket, your agent asks Macha to pull up order details from Shopify. Macha surfaces the order info right in the conversation so the agent can reference it in their reply.
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