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 confirmation and refund processing

All order data stays synchronised with your store. Changes made through Omni are reflected in your store admin, and vice versa.

  • Fraud Protection — Suspicious orders are flagged and held for review before fulfilment
  • Customer Intelligence — Order history feeds customer segments and churn detection
  • Cart Recovery — Recover abandoned carts and turn them into completed orders