The Cancel orders skill lets Seth handle "I want to cancel my order" calls. You choose how far Seth goes: cancel and refund the order right on the call, or just take down the request and pass it to your team. You add it, pick the mode that fits your policy, and Seth does the rest.
Where to find it
In the navigation menu, go to Seth AI Support.
Open the Train tab (default).
In Using skills under Built in skills, turn on Cancel orders and click Configure.
A setup popup called Order cancellations opens, where you pick how Seth handles cancellations.
The two modes
When the popup opens, you pick one of two modes.
Cancel and refund. Seth verifies the caller, checks the order can still be cancelled, confirms with them, then cancels the order in Shopify and refunds the full amount to the original payment method. Items are restocked automatically, and Shopify emails the customer their cancellation confirmation. Use this when you're comfortable letting Seth cancel unfulfilled orders end to end.
Safety cap. Inside this mode you can set a limit: orders over the amount become a cancellation request for your team instead of being cancelled automatically. The limit is in your store's currency. Turn it off if you want Seth to handle any order value.
Request only (default). Seth takes the order number and logs a cancellation request for your team to handle. No verification, no automatic cancel, no refund. The call is still marked resolved. Use this if you charge a restocking fee, review cancellations by hand, or simply don't want Seth cancelling on its own.
How Seth cancels on a call (Cancel and refund mode)
Collects the order number from the caller.
Verifies the caller. Seth silently checks whether the caller's phone number matches the order. If it matches, they're verified instantly. If not, Seth asks for the shipping ZIP code. This is the same verification as order status.
Checks the order is eligible:
Only unfulfilled orders can be cancelled.
If the order has already shipped, Seth can't cancel it and reads your shipped-order policy instead (see below).
If the order is over your safety cap, it becomes a cancellation request.
Subscription orders are never cancelled automatically. Seth passes them to your team.
Confirms with the caller. Seth names the main item on the order and makes clear the whole order will be cancelled. He only goes ahead after an explicit yes.
Cancels and refunds in Shopify. Full refund to the original payment method, items restocked, and Shopify sends the customer a cancellation email.
If anything goes wrong on Shopify's side, Seth tells the caller something went wrong and logs a request for your team. He never claims an order was cancelled when it wasn't.
What Seth says (you can edit this)
In the popup you can edit what Seth says in two situations:
Already-shipped orders: what Seth tells a caller whose order has shipped and can't be cancelled (for example, offer a return once it arrives, refuse delivery, or that your team will follow up).
Cancellation requests: what Seth tells the caller about next steps after logging a request.
Both come with sensible defaults. Click the pencil to use your own wording.
Where cancellations and requests show up
Every cancellation and request is logged to your Ringly call history with a link to the call.
Cancellation requests reach your team as a Gorgias ticket if you've connected Gorgias, or by email if you haven't.
Both count as resolved calls.
Verification and safety
Seth only cancels after verifying the caller owns the order, by phone or ZIP, the same standard as order status.
Refunds always go back to the original customer's payment method, so even a wrong caller can't redirect the money.
Subscription orders are never cancelled automatically.
The safety cap keeps high-value orders in your team's hands.
Summary
The Cancel orders skill lets Seth resolve cancellation calls without tying up your team. Pick Request only to log requests for review, or Cancel and refund to have Seth verify the caller, check the order is eligible, and cancel and refund unfulfilled orders on the call, with a safety cap for high-value orders. You can also teach custom skills for other automations.