After an agent purchase, the customer needs a reliable way to find the order and reach the right service team. An assistant can prepare a request or make an allowed change. The merchant’s system decides whether an order can still be cancelled or needs to go through returns, based on its current status.
What does that look like in practice?
A customer buys two pairs of shoes and wants to send one back. The assistant uses the order number and the signed-in account to identify the right item. It checks which return options the merchant offers and shows the next steps. If a return label was created, the customer can find it where they received the order confirmation, if the merchant offers access there.
Cancelling before shipment can follow a different path. The assistant should state the outcome clearly, for example whether a cancellation has been requested or already confirmed by the merchant.
Which statuses should I keep separate?
Test at least the accepted return request, the receipt of the item and the confirmed refund. For a partial return, check the item and amount as well. If the request is retried after a timeout, the agent should find the existing return. The service team needs the same reference so it can take over without asking the customer to start over.