Macha
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Order Management

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.

Intégrations utilisées
Zendesk Zendesk Shopify Shopify Stripe Stripe

Comment ça marche

Zendesk
Trigger
Zendesk Ticket Created

Customer requests order cancellation

Client

I need to cancel my order #2205. I ordered the wrong size and it hasn't shipped yet.

Macha
Macha
Shopify Check order

Order #2205 — status: Unfulfilled, not yet shipped

Macha
Macha
Stripe Check payment

Payment of $89.00 via Visa ending 4242 — eligible for full refund

Macha
Macha

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 et actions

Zendesk Trigger

Ticket Created

Zendesk

Customer requests order cancellation

Shopify Action

Get Order

Shopify

Look up an order by ID or order number with full line items, fulfillment, and payment status.

Stripe Action

Get Payment

Stripe

Retrieve full details of a specific payment including status, amount, and metadata.

Zendesk Action

Add Comment

Zendesk

Cas d'usage liés

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.

Zendesk Shopify
Voir le cas d'usage

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.

Slack Shopify
Voir le cas d'usage

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.

Zendesk Shopify
Voir le cas d'usage

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