Approvals for changes (operations) Pro

Agent Adapt Pro is opening soon. See pricing for early access.

Some changes are too important for an agent to make on its own say-so. With Pro, an agent asks for them as an operation:

1. The agent proposes the change. Your store checks it and replies with the exact terms in plain words, such as Cancel order #1042 and refund £64.00 to the original payment method (Stripe).
2. The agent shows the customer those terms. If anything changes, such as the amount, the store issues new terms and the old ones can no longer be confirmed.
3. The customer approves, and the agent confirms that exact version. Only then does your store act, and it acts once, however many times the request is retried.

A proposal that isn’t confirmed within 15 minutes expires, and nothing happens.

What agents can ask for

Cancel a paid order with a refund

For a paid order that’s still Processing. The store refunds the full remaining amount, then cancels the order, with a note on the order naming the agent.

• If your payment method can refund automatically, the refund goes back through it.
• If it can’t (bank transfer or cash on delivery, for example), the terms say so: the store records the refund and you pay it back yourself.
• If the payment method refuses the refund, the order isn’t cancelled and the customer is told nothing was charged or refunded.
• If the order changed after the terms were shown, nothing happens.

The customer must approve each one; an agent can’t use a standing permission for it.

Send you a return request

For a Completed order within your return window (30 days by default). The agent chooses the items and quantities, and can give a reason. Confirming:

• adds a note to the order listing the items and reason;
• emails you Return requested for order #… (you can change the recipients under WooCommerce → Settings → Emails → Return requested by a personal agent).

A return request refunds nothing. You decide on it and contact the customer, as you would for any return.

Change a saved address

The customer’s saved billing or shipping address: name, company, address, city, state, postcode, country and phone. The email address can’t be changed this way. The country must be one you sell or ship to. Orders already placed keep their address. The customer must approve each change, and the agent must have been granted Change your saved billing and shipping addresses at sign-in.

Cancelling an unpaid order

The free plugin already lets an agent cancel an unpaid order. With Pro, an agent that supports operations proposes it first, so the customer sees the terms. Agents that don’t support operations still cancel unpaid orders directly.

Agents that don’t support operations

An agent has to declare that it supports operations. One that doesn’t gets a clear refusal for paid cancellations, returns and address changes, and can still do everything else.

Where to see what happened

There’s no separate screen. Look at the order notes and refunds on each order, the return email, Agent insights and its event export, or set up a webhook for Agent: operation finished.

Switching them off

Each action can be switched off under WooCommerce → Agents → What agents may do. See Merchant policy.