# Manage Shopify orders

Section: Tidio Features

Description: Find a customer's Shopify orders in a conversation or ticket, and cancel, refund or edit them, or change their shipping address, without leaving Tidio.

Verified against Tidio panel 12.304.0

Last updated: 2026-11-09

Source: https://help.tidio.com/articles/manage-shopify-orders/

We know switching between different tabs and panels can be confusing, but that's no longer the case. Tidio's integration with Shopify allows you to manage the most important order matters without leaving the Tidio panel - in live chat conversations and in tickets alike. You can cancel, refund and edit orders, and change their shipping address.

 

Want Lyro (the AI agent) to look up orders and change shipping addresses by itself, without an agent? That's done with [Lyro Actions](<https://help.tidio.com/articles/lyro-actions/>).

 



 

**In this article, you'll learn:**

 

- [How to find your customer's orders](<https://help.tidio.com/articles/manage-shopify-orders/#finding-orders>)
- [How to cancel Shopify orders in the Tidio panel](<https://help.tidio.com/articles/manage-shopify-orders/#h_01GM5F1K7QW4XB1Y5T8CRQXFZT>)
- [How to submit refunds for the orders ](<https://help.tidio.com/articles/manage-shopify-orders/#h_01GNFA1FSCAH75BNV21ZDJ982Z>)
- [How to edit an order (quantities and new products)](<https://help.tidio.com/articles/manage-shopify-orders/#editing-orders>)
- [How to change the shipping address](<https://help.tidio.com/articles/manage-shopify-orders/#h_01GPN8HQQZJ6H977JJYSB443S5>)



[Video](<https://help.tidio.com/article-media/manage-shopify-orders/walkthrough.mp4>)



Silent walkthrough. Opening a customer's orders from the Shopify section of a ticket, editing an unfulfilled order by raising a quantity and adding a product, checking the amount to collect, updating the order and showing the Edit shipping address button

 



 



 

## Finding your customer's orders

 

Once your Shopify store is connected to Tidio, open a conversation or a ticket in the **Inbox** and look at the customer's details on the right. In the **Shopify** section, you'll see how much the customer has spent in your store (**Total spend**), the **Check all orders** button with the number of their orders, and their **Cart**. In live chat conversations with visitors who are online, you'll also find **Send a product card** there:

 ![The customer details on the right of an email ticket, scrolled to the Shopify section: Total spend 186.00 USD and the Check all orders (3) link](<https://help.tidio.com/article-media/manage-shopify-orders/5.1.png>) 

Tidio finds the orders by the customer's email address, so the customer needs an email in their contact details. Click on **Check all orders** to open the **Orders** list. You can look for a specific order with the **Search by Order ID...** bar at the top.

 

Each order shows its number (click on it to open the order in Shopify), its payment and fulfillment status, the buttons for the actions you can take on it, the total and the date. Expand **Shipping & Tracking** to see the shipping address and the tracking number, or **Items** to see the products in the order.

 

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**Please note:** managing Shopify orders (cancel, refund, edit and changing the shipping address) is available on the **Growth** plan and above. On a lower plan, clicking on **Check all orders** opens the upgrade window.

 



 

## Cancel orders

 



 

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The Shopify **cancel order** feature is available on the **Growth** plan and above.

 



 

From now on, you can cancel orders that haven't been fulfilled yet, straight from your Tidio panel.

 



 

In the **Orders** list on the right-hand side of the conversation or ticket, the buttons for each order sit under the order's number. If the order hasn't been fulfilled yet, you'll see the **Cancel** button there.

 



 



 



 



 

Once you click on the **Cancel** button, a new window will appear. Under **Refund payment**, decide whether to give the refund to the customer right away (**Refund** with the amount) or **Don’t refund now**. Then pick a reason for cancellation under **Why are you canceling this order?**, and choose whether to **Restock items** and **Send a notification to the customer** - both are ticked by default.

 



 



 



 

To confirm the settings, click on the red **Cancel order** button. The order will be canceled now. Changed your mind? Click on **Keep order** instead.

 



 

To learn more about Tidio integration with Shopify, see our article about [sending Shopify products to customers directly from Tidio](<https://help.tidio.com/articles/shopify-faq/>) and [using coupon codes for Shopify orders](<https://help.tidio.com/articles/coupon-code-flow-action/>).

 



 

## Refunds

 



 

If your Shopify account is connected to Tidio, from now on, you can submit the refunds straight from the Tidio panel.

 



 

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This feature is available on the **Growth** plan and above.

 



 

### How to submit a refund

 



 

To submit a refund, click on the **Refund** button under the order's number in the **Orders** list on the right side of your conversation panel.

 



 



 



 



 

If you're an existing user and want to submit the refund (or use any other order action) for the first time, you may be asked to accept a new set of Shopify permissions by reintegrating your Shopify store with Tidio - simply click on **Reintegrate Now** in the window that appears.

 

For orders in multiple currencies, you'll see **Refund in Shopify** instead. Tidio can't manage orders in multiple currencies, so this button takes you straight to the order's refund page in your Shopify store.

 



 

Now, you will see the **Refund order** window with the available settings for the refund. Enter how many of each product you want to refund - the products are split into **Unfulfilled products** and **Fulfilled products**, and the **Summary** on the right updates as you go:

 



 



 ![The Refund order \#1035 window with quantity 1 entered for the unfulfilled Terracotta Pot - Large: on the left the Unfulfilled products and Fulfilled products sections with the Restock items and Restock items to checkboxes, Reason for refund and Send a notification to the customer; on the right the Summary, the Shopify Payments refund amount with USD 82.00 available for refund, and Refund shipping; Close and the blue Refund 29.00 USD button at the bottom](<https://help.tidio.com/article-media/manage-shopify-orders/5.2.png>) 



 

As an agent, you can:

 

- decide for which products (and how many of each) you want to submit the refund - refunded unfulfilled items are removed from the order
- restock the refunded items: **Restock items** for unfulfilled products, or **Restock items to** and a location for fulfilled ones
- decide whether you wish to refund the shipping costs (**Refund shipping**)
- refund duties and import taxes on the refunded items (**Refund duties**), if the order had any
- add a reason for the refund (**Reason for refund**)
- decide whether you wish to send an email notifying the customer
- decide on the payment method for refunding the money under **Refund amount** (you can only use the options used by the customer to pay for the order & one payment option can not refund more money than the customer has paid for the order - each one shows how much is available for refund)

 

Once you have adjusted the settings, click on the blue** Refund** button with an amount and your currency to confirm it.

 



 



 

## Edit orders

 



 

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Editing orders is available on the **Growth** plan and above.

 



 

Your customer wants two mugs instead of one, or forgot to add something to their order? You can change the order for them before it ships - change quantities, remove products and add new ones from your store.

 

Click on the **Edit** button under the order's number. You'll only see it when the order can still be edited:

 ![Order \#1042 in the Orders list with the Paid and Unfulfilled badges and the Refund, Cancel and Edit buttons, the Edit button highlighted](<https://help.tidio.com/article-media/manage-shopify-orders/5.3.png>) 

In the **Edit order** window, you'll see the order's **Unfulfilled products** - only unfulfilled products can be edited. For each product, you can:

 

- change the quantity - the number after the slash shows how many are in stock
- remove the product with the trash icon on the right
- put the items back in stock: when you lower the quantity, a checkbox to restock them appears (for example, **Restock 1 item**)

 

Products you've changed show their original quantity (for example, **Original qty: 1**), so you can always see what the customer ordered.

 

To add a product, start typing its name in **Search product to add** at the top, and pick the right variant. Each variant shows how many are in stock (for example, **12 in stock**), or **Item not available** if it can't be sold. New products are marked **Added**:

 ![The left half of the Edit order \#1042 window: Search product to add shows Plant Mister with 22 in stock, and below it the Unfulfilled products list with the newly added Snake Plant marked Added and the Terracotta Pot raised to 2 with Original qty: 1](<https://help.tidio.com/article-media/manage-shopify-orders/5.4.png>) 

On the right, the **Payment** box shows the order's **Subtotal**, **Tax**, **Total** and what was **Paid by customer**, and the **Summary** shows the **Updated total**, what was **Paid**, and the **Amount to collect** (or the **Amount to refund**, if the order now costs less).

 

Below the products, you can add a **Reason for edit** - only you and other agents can see it - and decide whether to **Send invoice to customer** (ticked by default). When you're ready, hit the **Update order** button:

 ![The Edit order \#1042 window with the Reason for edit filled in, Send invoice to customer ticked, the Summary with Updated total USD 78.00, Paid USD 29.00 and Amount to collect USD 49.00, the warning You need to collect payment from your customer after you update the order., and the Close and Update order buttons](<https://help.tidio.com/article-media/manage-shopify-orders/5.5.png>) 

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**Please note:** updating the order doesn't charge or refund your customer by itself. The window reminds you: **You need to collect payment from your customer after you update the order.** (or **You need to refund your customer after you update the order.**).

 

If the order has no unfulfilled products left, you'll see **There are no products to edit** - you can still add new products to the order.

 



 



 

## Change shipping address

 



 

In your Tidio panel, you can also change the address connected to an order of your customer. Expand **Shipping & Tracking** in the order on the right side of the conversation panel to see the current address and an option to change it.

 



 

To change or edit the address, click on the **Edit shipping address** button under the **Shipping & Tracking** section.

 



 



 



 



 

Once you click on the edit button, you'll see a window where you can type in the new address.

 



 



 



 



 

To finalize, click **Save** to save the changes.

 



 

## Further reading

 

- [Lyro Actions](<https://help.tidio.com/articles/lyro-actions/>)
- [Send Shopify Products to Customers directly from Tidio](<https://help.tidio.com/articles/shopify-faq/>)
- [Shopify FAQ](<https://help.tidio.com/articles/shopify-faq/>)
- [Install Tidio on Shopify](<https://help.tidio.com/articles/install-shopify/>)