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Integration · SelfServe Order Editing

Let customers edit their own orders in chat

Wrong size, wrong address, a forgotten item. Zipchat makes the change through SelfServe before the order ships.

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Shopify stores on SelfServe · Changes only after the customer says yes · No code

Lancel Online

I ordered the Ninon bag in black, can I switch to camel? Order #4821

Sure. To confirm it's you, which email did you order with?

claire.m@outlook.fr

It hasn't shipped yet and camel is in stock at the same price. Here's the change:

Ninon bagBlack → Camel Price difference€0.00

Yes, go ahead

Order #4821 updated via SelfServe
GDPR & AI Act compliant 4.9 on Shopify 4.8 on G2 4.9 on Capterra
Zipchat and SelfServe Order Editing logos side by side, showing the Zipchat AI agent integration for SelfServe Order Editing

What does the SelfServe Order Editing integration do?

It turns order-change requests into something the customer finishes in chat. Zipchat verifies who they are, reads the order from SelfServe, and prepares the change as a private draft with the new total. The order is updated only after the customer confirms. Size swaps, address fixes, added items, and cancellations stop landing in your support inbox.

Verifies the customer first

Order number plus the email or phone used at checkout. SelfServe issues a temporary Order Grant before anything is read.

Shows the new total before acting

Every edit is prepared as a private draft. The customer sees what changes and what it costs, then decides.

Handles the money side

A payment link when the order costs more, a refund of the difference under your policy when it costs less.

What customers can change

Every common order change, before it ships

All of it runs through SelfServe, inside the rules you set there.

Swap size, colour, or variant

"I took the M but I need the L." The AI swaps the variant and shows any price difference.

Add or remove an item

Add a product to the existing order instead of placing a second one, or drop one before it ships.

Change quantities

Raise or lower how many pieces are in the order, with the new total shown first.

Fix the shipping address

Street, postcode, city, province, or phone number, corrected when the customer spots a checkout typo.

Upgrade shipping

Move from Standard to Express, with the customer paying the difference.

Apply a forgotten discount code

A valid code the customer missed at checkout can be added after purchase.

Cancel the order

If it hasn't shipped and your policy allows it, the customer cancels in chat and picks a reason.

Track the order

Status, parcels, fulfilment, carrier, tracking link, and estimated delivery date, read live from SelfServe.

Payments and refunds

When the total changes

The edit costs more

The AI sends a secure payment link right away and tells the customer how long they have to pay before the edit expires.

The edit costs less

SelfServe refunds the difference according to the refund settings you chose in the app.

Setup

How to connect SelfServe Order Editing

One app on Shopify, one token in Zipchat.

1

Install SelfServe Order Editing

Add the app to your Shopify store from the Shopify App Store and set your editing window and rules there.

2

Paste your SelfServe API token

Add the token in your Zipchat dashboard. It is stored as an encrypted variable.

3

Go live

The next customer who writes "can I change my order?" makes the change in the conversation, without a ticket.

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Guardrails

What the AI will not do

An order is money and stock, so every change is confirmed and every rule is yours.

It never changes an order without a yes

Edits stay in a private draft until the customer explicitly confirms the summary and the new total.

It never opens someone else's order

Without a valid Order Grant from the order number plus the checkout email or phone, guessing order numbers gets nowhere.

It follows your SelfServe rules

Editing windows, cancellation policy, and refund settings come from the app. The AI does not override them.

It stops once the order ships

Edits and cancellations are offered only before fulfilment. After that, the AI shares tracking instead.

FAQ

SelfServe Order Editing integration FAQ

What does the SelfServe Order Editing integration do?

It lets customers change their own Shopify orders in chat before they ship. Zipchat connects to the SelfServe app to swap variants, add or remove items, change quantities, fix the address, upgrade shipping, apply a discount code, or cancel. Each change is confirmed by the customer first.

How does Zipchat know the customer owns the order?

The AI asks for the order number and the email or phone used at checkout. SelfServe checks them and issues a temporary Order Grant. Without it, no order details are shown and no change is possible.

What happens if the change costs more?

The AI shares a secure payment link for the difference and tells the customer how much time they have to pay. If the payment is not completed in time, the edit does not go through.

What happens if the change costs less?

SelfServe refunds the difference according to the refund settings you configured in the app.

Can a customer cancel an order in chat?

Yes, if the order has not shipped and your SelfServe settings allow cancellations. The customer selects a reason and the cancellation runs through SelfServe.

Can the AI make changes without asking?

No. Every edit is prepared as a private draft with the new totals. The AI shows the summary and applies it only after an explicit yes from the customer.

What do I need to set it up?

The SelfServe Order Editing app installed on your Shopify store and your SelfServe API token added in Zipchat. No code and no developer work.

Related reading

How the agent takes actions

Where the conversation happens

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