Instant AI cancellations cut wrong shipments by 70%
In plain words
Trove Brands lets its AI agent cancel orders on the spot, before they ship.
What happened: 45% of tickets handled by AI and 70% fewer wrong shipments.
Source: gorgias.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Connect Gorgias to your Shopify store.
- 2
Look at last month's tickets and write a short answer for your top 10 questions.
- 3
Turn on the AI agent for email and chat, using the prompt below for tone and rules.
- 4
Let it handle order status and simple changes (like cancelling before dispatch).
- 5
Check the automation rate and customer scores every week.
The instructions to give the AI
Paste this into Gorgias AI Agent (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You're [brand]'s support agent. Use Shopify order data and our saved answers. You can track orders, explain returns ([policy]) and cancel orders that haven't shipped. Ask for the order number and email first. Hand over to a human for damaged items, refunds over $[x] or upset customers. Sound like a friendly person, not a bot. Keep it under 80 words.
[Highlighted] = replace with your own details before you run it.
What you should get back: "Your bottle order #4412 ships tomorrow. Lids can be replaced under warranty — want me to start that?"
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Gorgias AI Agent
You could use: Gorgias AI Agent on Shopify
- Gorgias AI Agent
Helpdesk + AI agent for online stores; looks up orders and handles returns.
From $40/mo (Starter, incl. small AI allowance) · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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