> ## Documentation Index
> Fetch the complete documentation index at: https://docs.armin.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# FFN Connect / Fly

> Automate cancellations and order changes when FFN Connect syncs Shopify to your warehouse — without a native FFN action.

You can automate cancellations, address changes, and many order edits for brands that fulfill through **FFN Connect** (JTL Fulfillment Network) or partners like **Fly Fulfillment** — even though Chatarmin CX has no separate FFN Connect integration.

The path is Shopify: when FFN Connect syncs your Shopify store to the warehouse, AI Agents change the order in Shopify and the warehouse receives the updated state.

## When to use it

Use this setup when:

* Orders leave Shopify into FFN Connect (or a Fly / JTL Fulfillment Network warehouse)
* Customers ask to cancel, change the shipping address, or edit an order before picking
* You want AI Agents to handle those tickets without waiting for a native FFN connector

Do **not** confuse this with a connected **JTL Wawi** ERP account. Wawi has its own native actions. FFN Connect / Fly warehouses that only sync Shopify use the Shopify path below.

## What you can automate

With Shopify connected and FFN Connect sync enabled, AI Agents can typically:

| Customer ask                 | What the agent does in cx                                                                       | What reaches the warehouse               |
| ---------------------------- | ----------------------------------------------------------------------------------------------- | ---------------------------------------- |
| Cancel my order              | Cancel the Shopify order (and refund when your policy says so)                                  | Cancelled orders are not imported to FFN |
| Wrong address / house number | Update the Shopify shipping address                                                             | FFN imports the updated address          |
| Change items before ship     | Edit via Shopify actions (add/remove line items, or cancel + reorder when that is your process) | Warehouse sees the corrected order       |

Returns usually need a returns partner (for example Returnista, Returnless, or Toern) — that is separate from cancel / address-change automation.

## How it works

FFN Connect pulls orders from Shopify on a schedule. If you set a short **order-import delay** in FFN Connect (commonly around 10 minutes), customers still have time to write in. The AI Agent updates Shopify inside that window, and FFN only imports the latest version — or nothing at all for a cancellation.

Most cancellation requests arrive within the first \~15 minutes after checkout, so a short delay covers a large share of tickets. After the warehouse has started picking (pick list), cancel and address change usually fail — the agent should explain that and hand off to a human.

## Set it up

<Steps>
  <Step title="Connect Shopify">
    [Connect Shopify](https://armin.cx/app/_/settings/integrations) so AI Agents can look up and change orders. See [Shopify](/integrations/shopify).
  </Step>

  <Step title="Confirm FFN Connect sync">
    With your fulfiller or FFN Connect admin, confirm Shopify → FFN Connect order sync is live and that cancellations / address updates from Shopify reach the warehouse.
  </Step>

  <Step title="Add an order-import delay">
    In FFN Connect, set an order-import delay (start with \~10 minutes). That delay is the safe window for AI Agents to cancel or update before the warehouse sees the order.
  </Step>

  <Step title="Create AI Agents">
    Ask [Ask Torben](https://armin.cx/app/_/ai/agents-v2?askTorben=Create%20AI%20agents%20for%20order%20cancellation%20and%20shipping%20address%20changes.%20We%20fulfill%20via%20FFN%20Connect%20%2F%20Fly%20synced%20to%20Shopify.%20Use%20Shopify%20actions%20\(not%20a%20native%20FFN%20tool\).%20Cancel%20or%20update%20only%20before%20dispatch%2C%20explain%20when%20picking%20already%20started%2C%20and%20hand%20off%20those%20cases.) to draft cancellation and address-change agents, or start from the [Address update](/ai-agents/examples) and cancellation-style recipes. Require approval on write actions until test runs look safe.
  </Step>

  <Step title="Test end to end">
    Place a test order, message support inside the delay window, and verify cancel / address change in Shopify and in FFN Connect before you activate.
  </Step>
</Steps>

## AI Agent examples

**Cancellation agent** — AI trigger for cancel / Widerruf / Storno. Look up the order, cancel in Shopify when still unfulfilled, confirm to the customer, escalate when already picking or shipped.

**Address-change agent** — AI trigger for shipping address fixes. Look up the order, update the Shopify shipping address when still possible, confirm the new address, escalate when the package is already in picking.

**Order-change agent** — For item swaps or free add-ons before ship: use Shopify line-item / reorder actions your team already trusts, with the same pre-picking guardrail.

Wire Shopify order actions (`shopify_get_order`, cancel, update shipping address, and any edit actions you need). Do not wait for a native “FFN” action — that path is the Shopify sync.

## Best practices

* Keep write actions on approval until you trust the runs
* Put the picking / already-dispatched boundary in the agent instructions
* Align the FFN import delay with when your customers actually write in
* For JTL Wawi ERP (not FFN Connect), use the native JTL actions instead
* For returns, connect a returns integration rather than forcing cancel flows

## FAQ

**Do we need a native FFN Connect integration in cx?**\
No. For cancel and address change, Shopify + FFN Connect sync is enough.

**What if search shows no “FFN” action?**\
That is expected. Use Shopify actions and this guide — not a capability request for FFN Connect.

**When does automation stop working?**\
Once the order is on a pick list or already shipped. The agent should say so and hand off.