1. All Collections
  2. Advance Order Management
  3. Advanced order management
Image

Advanced order management

Avatar

By Pranay Dandekar

March 7, 2026

Advanced Order Management Settings

  1. Log in to your Relish AI Dashboard

  2. Navigate to Training - Advanced Order Management

  3. Choose the order flow you want to configure:

  • Track Order

  • Cancel Order

  • Return Order

  • Update Shipping Address

Each section allows you to decide whether the chatbot should automatically perform actions or route requests to support.

1. Track Order

Steps

  1. Go to Advanced Order Management

  2. Select Track Order

  3. Choose one of the following options:

Connected to Track Order Flow
→ Relish AI automatically fetches order details from Shopify admin.

Connected to Custom Flow
→ Use a custom automation workflow.

Disabled
→ Track order functionality will not be available in the chatbot.

  1. Click Save


2. Cancel Order

Steps

  1. Open Cancel Order tab

  2. Select Connected to Cancel Order Flow

You can then configure how cancellations are handled.

If Order is NOT Shipped

Choose one of the following:

Automate Order Cancellation
→ Relish AI cancels the order automatically.

Send cancellation request to support
→ Request is forwarded to your support team.

If Order is Already Shipped

Customize the chatbot message customers receive.

Example:

“Your order has already been processed or shipped and cannot be canceled. Please wait for delivery and initiate a return if needed.”

Customize Messages

You can personalize messages for:

  • Order selection

  • Item selection for partial cancellation

Click Save once configured.

3. Return Order

Steps

  1. Go to Return Order

  2. Select Connected to Return Order Flow

If Order is Not Yet Delivered

You can edit a message like:

“Your order has not been delivered yet and cannot be returned. Please wait for delivery before initiating a return.”

Customize Return Messages

You can configure chatbot prompts for:

  • Selecting the order to return

  • Selecting specific items to return

Click Save to apply changes.


4. Update Shipping Address

Steps

  1. Open Update Shipping Address

  2. Enable Connected to Update Shipping Address Flow

If Order is Not Shipped

Choose:

Automate shipping address update
→ Relish AI bot updates the address automatically.

Send request to support
→ Customer request is routed to your support team.

If Order is Already Shipped

Customers will see a message like:

“This order has already been shipped. Please contact customer support for assistance.”

Click Save to apply changes.

IMAGE