Order Management

Check order status, process refunds, and manage returns through conversation.

Overview

Order management in Omniops works through conversation. Ask Omni about any order and get an immediate answer — status, tracking, shipping details, customer history. When something needs action, tell Omni what to do and it handles the rest.

This covers everything from a quick status check to processing a full return, across both WooCommerce and Shopify stores.

Order Lookup

Ask about any order by number, customer name, or date range:

  • "What's the status of order #1234?"
  • "Show me Sarah's last three orders"
  • "Which orders shipped yesterday?"
  • "Are there any orders stuck in processing?"

Omni pulls live data from your connected store — order status, line items, shipping method, tracking numbers, and delivery estimates. Multi-currency orders display in their original currency.

Refunds and Cancellations

Process refunds without leaving the conversation:

  • "Process a refund for Sarah's last order"
  • "Cancel order #5678"
  • "Refund just the damaged item from order #1234"

Omni supports full and partial refunds. You can refund specific items from an order without affecting the rest. Cancellations update your store inventory automatically.

Returns

Returns follow a clear lifecycle: submitted, approved, label sent, shipped, received, refunded. Omni tracks each stage and can move returns forward when you give the word.

  • "Show me returns awaiting approval"
  • "Approve the return from James — quality issue"
  • "How many returns did we process this month?"

Trust-Based Approval

Not every return needs the same level of scrutiny. Omni maintains trust tiers for your customers based on their order history and previous return behaviour:

  • Trusted customers — returns can be auto-approved, getting your best customers sorted quickly
  • New or flagged customers — returns are held for manual review

You stay in control of the thresholds. Omni handles the routing.

What You Can Ask

  • "How many orders came in today?"
  • "Which orders haven't shipped yet?"
  • "Refund the shipping cost on order #3456"

Supported Integrations

Order management works with:

  • WooCommerce — full order lifecycle, refunds, and returns
  • Shopify — full order lifecycle, refunds, and returns
  • Stripe — payment visibility (payments, disputes, and refund records)

Refunds themselves run through your WooCommerce or Shopify store, with your approval. All order data stays synchronised with your store. Changes made through Omni are reflected in your store admin, and vice versa.

  • Risk Review — Fraud-risk review can feed order decisions once the live scoring path is verified
  • Customer Intelligence — Order history feeds customer segments and churn detection
  • Cart Recovery — Recover abandoned carts and turn them into completed orders