Klaviyo Helpdesk:  Shopify Order Editing

You will learn

In this article, you’ll learn how to remove items, adjust quantities, change addresses, or cancel a Shopify order — all without leaving Helpdesk. Completing edits in-place shortens average resolution time, reduces manual mistakes, and helps you provide a better customer experience.

Before you begin, confirm: 

• You have integrated Shopify with Klaviyo.
• You can see the Orders section inside conversations.
• Orders must be Open and not fully fulfilled. Locked orders cannot be edited.

Overview

The Edit order modal lets you perform the most common mid-fulfillment fixes — change quantities, edit shipping addresses, or cancel an order. Because the modal writes directly to Shopify via the REST Admin API, edits are real-time. Use it whenever you need to correct an order while helping your customers.

Set it up

1. In Helpdesk, open the conversation that contains the Shopify order you need to change.
2. In the Order card, select Edit order.
   • Expected outcome: The Edit order modal opens and fetches the latest order data from Shopify.
3. On the Items tab:
   1. To change quantity, use the + / – controls next to the item.
   2. To remove an item, click the trashcan icon.

2. In the Address section, click the pencil icon to edit the address for orders which have not shipped yet. 

   

3. Review changes, then select Edit Order to save your changes.

   Success criteria: You see a green “Order updated” toast.

Note: If the Edit order button is greyed-out, hover to see why (order locked or permission denied).

Best practices

• Keep the customer informed — send a quick confirmation message right after saving.
• Use the Undo option for quick reversals instead of editing twice.

FAQ

Can I issue a partial refund from the modal?
Not yet. Refunds must be processed in Shopify.