MoraselManage Shopify orders on WhatsApp, from a change request to a confirmed outcome
One order record carries live status, payment follow-up, and fulfillment updates, and turns a customer's change or cancellation request into a ticket your staff act on in Shopify — with the outcome confirmed back on WhatsApp.
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What breaks when order changes route through no one in particular
A customer's request to cancel or change an order needs someone to own it, act on it in Shopify, and confirm what happened — not disappear into a shared inbox.
- A customer asks to cancel or change an order, and the message sits unread until they ask again, angrier
- An agent has no live view of the order's payment or fulfillment state, so they promise something Shopify already contradicts
- A staff member cancels an order in Shopify but never tells the customer it happened
- Payment follow-up and shipping updates come from different tools, so nobody sees the full order in one place
What the order record holds
One record per order, carrying its live state and every request raised against it.
- Order state
- Number, line items, and status — open, cancelled, or archived — read from Shopify's Order object.
- Change/cancellation request
- Any customer request to change or cancel the order, logged as a ticket with its own owner and status.
- Payment state
- Paid, partially paid, refunded, or pending, including payment follow-up sent for an order awaiting payment.
- Fulfillment & tracking
- Fulfillment status, carrier, and tracking link, refreshed with every Shopify fulfillment event.
- Resolution outcome
- What staff actually did in Shopify for a change or cancellation request, confirmed back to the customer on WhatsApp.
- Return/refund reference
- Any return or refund tied to this order, linked from the same record.
What happens between a request and a confirmed outcome
A change or cancellation request follows the same path every time.
Customer asks to change or cancel
A shopper messages about an existing order, wanting a change or a cancellation.
The request becomes a ticket
Morasel logs it as tracked, owned work against the order — it is never applied to Shopify automatically.
Staff act in Shopify
A team member reviews the order in Shopify and makes the change, cancellation, or refund there.
Morasel confirms the outcome
The customer gets a WhatsApp message confirming exactly what happened to their order.
Payment and fulfillment continue from the same record
Payment follow-up and fulfillment updates keep coming from the same order record, so nothing forks into a separate thread.
What an order-change conversation looks like
A request becomes a ticket, staff act in Shopify, and Morasel confirms what happened.
What the team sees
Every order-change request lands as owned work next to the order it's about.
- Every change and cancellation request logged as a ticket, with an owner and a status
- Live order, payment, and fulfillment state next to every conversation, pulled from Shopify
- A record of what staff actually did in Shopify for each request, and when it was confirmed to the customer
- Payment follow-up and fulfillment updates on the same record as the change request, not a separate tool
Who can act on what
A request becomes tracked work; only Shopify holds the authority to change an order.
- A change or cancellation request never applies itself — a staff member with Shopify access makes the change there
- Only staff with order-management permission can close a change-request ticket
- A confirmation only sends once the outcome is entered against the ticket, so a customer is never told something happened before it did
- Payment-risk events such as a dispute update internal context only; customer messaging about them needs a separately approved, policy-safe workflow
What this does not do
A conversational request is not a Shopify mutation. Morasel does not cancel, refund, or change an order by itself — every request becomes tracked, owned work for a team member to act on in Shopify, with eligibility, permission, and an audit trail before anything is confirmed to the customer.
Give every order request an owner and a confirmed outcome
Connect your Shopify store so change and cancellation requests become tickets, staff act in Shopify, and every outcome is confirmed on WhatsApp.
Order management questions
Can a customer cancel an order just by asking on WhatsApp?
No. The request becomes a ticket for a team member, who makes the actual change or cancellation in Shopify. Morasel confirms the outcome back on WhatsApp once it's done.
What does Morasel show about an order?
Live order, payment, and fulfillment state pulled from Shopify, plus any change, cancellation, return, or refund tied to that order.
Who acts on a change request?
A staff member with order-management access in Shopify. Morasel logs and tracks the request; it does not apply the change itself.
Does the customer get told when a change is made?
Yes — Morasel sends a confirmation on WhatsApp once the outcome is entered against the ticket, stating exactly what happened.
Does this cover payment and shipping too?
Yes. Payment follow-up for an order awaiting payment and fulfillment or tracking updates come from the same order record as any change request.
Is order management billed per change request?
No — change requests are not metered. Order management runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request. WhatsApp usage is billed separately from a prepaid wallet at Meta's official rates.