Notion
Google Workspace
Confluence
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.
Como funciona
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 e ações
Trigger
Ticket Created
Zendesk
Customer requests order cancellation
Ação
Get Order
Shopify
Look up an order by order number or name (e.g. #1042) with line items, fulfillment, and payment status.
Ação
Get Payment
Stripe
Get details of a payment intent by ID.
Ação
Add Comment
Zendesk
Casos de uso relacionados
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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