Help Center / Can the chatbot handle returns or offer a discount for a bad experience?
Can the chatbot handle returns or offer a discount for a bad experience?
Yes. On the Pro and Business plans, inside the rules you set, the assistant opens a return request in Shopify after the shopper confirms with YES, and can issue a one-time goodwill discount code for a bad experience; you approve or decline the return in Shopify.
What the shopper sees
For a return, the shopper gives the order number and the email on the order, names the item, and sees your return window (days after delivery) and your conditions, in their own language. After YES the assistant opens the return request on the shipped order and reports what Shopify returned. For a bad experience (a late parcel, a damaged box, a wrong colour) the assistant can issue a one-time discount code, capped at the percent you set, one per order, for a shopper who is keeping the item.
What the store owner gets
The return request appears in Shopify with the right order and item; you approve or decline it there, and the refund, exchange or store credit stays your decision. You get an email and a dashboard log entry for every return request and every goodwill code. The rules are yours: the return window in days, the conditions in plain words, the maximum goodwill percent. Included in Pro ($19 a month) and Business ($59 a month), with no per-request fee.
What it cannot do
It does not approve a return or issue a refund. It refuses a return outside your window, on an order that has not shipped yet (it offers a cancellation instead, if that is on), while returns are off, while the store has not approved the Shopify permissions it needs, or when the order number and email do not match. It refuses a second goodwill code on the same order. Address changes need a 6-digit code sent to the order email and are not available on live stores yet, pending Shopify's approval of the customer data they use.
How to switch it on
Install the Chatonbo Shopify app on a Pro or Business plan. In the dashboard open the bot's Integrations, find the Order help panel and, if it says needs approval, grant the app permission to write returns in Shopify. Switch on Returns and exchanges, set the return window in days after delivery and write the conditions; optionally switch on Goodwill discount and set the maximum percent. Try a return on a test order and check Shopify, the email and the log. Every action is off until you turn it on.
Updated
Still stuck?
Write to [email protected]: a person replies, usually within hours, always within two business days.