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Order actions and approvals
Let Kalfa AI cancel orders, create returns, change addresses and send discount codes — with rules, limits and team approval.
Order actions let Kalfa AI (and your team) change orders: cancel an order, create a return, change the delivery address and send a discount code. They are available on plans that include order actions, once order actions are switched on for your organization. Until then this part of the Workflows tab is hidden.
Kalfa AI only proposes an action. Whether it runs is decided by your rules and, where you choose, by a person on your team.
Action rules
Store → Workflows → Action rules (Owners and Admins). Each action type shows whether your store supports it, and has a mode:
| Mode | Effect |
|---|---|
| Off (default) | Kalfa AI does not propose this action. |
| Ask for approval | The action waits until someone on your team approves it. |
| Automatic within the limits | The action runs at once when it is within the limits; otherwise it asks for approval. |
| Action | Limits (default) |
|---|---|
| Returns | Approve automatically up to an order total (50.00) |
| Cancellations | Only within a number of hours after purchase (2) |
| Address changes | Only for orders that have not shipped |
| Discount codes | Maximum percentage (10%) and days between codes for the same customer (90) |
Hours before an unanswered approval goes to your team (default 24): after this time the conversation is handed over. Click Save action rules; each save creates a new rules version.
Templates
Store → Workflows → Templates are ready-made workflows you turn on and tune:
| Template | What it does |
|---|---|
| Late order message | When a customer asks about an order that shipped a while ago (default 5 days), Kalfa AI apologises once with your message. |
| Create returns | Creates returns, approved by your team or automatically up to an order total. |
| Cancel orders | Cancels unshipped orders within a time window after purchase. |
| Change delivery address | Changes the address of orders that have not shipped. |
| Discount after a complaint | Sends a one-time discount code to a verified customer, with a maximum percentage and a minimum time between codes. |
Each action template can Notify my team by email or Slack with your notification text.
Approving actions
People with approval rights (Owners and Admins) see an Approvals tab in the Inbox. Each card says what approving does, why approval was needed, the order and an optional note. Approve runs the action; Reject tells the customer and hands the conversation to your team. Unanswered approvals expire.
In a conversation, your team can also use Take action (cancel order, create return, change delivery address, send discount code); the same rules apply.
Action states: Proposed, Waiting for approval, Approved, Running, Done, Failed, Not done, Expired. Every action appears in the conversation's timeline and activity log.