Refunds and order changes, approved with the reply.
What it does
Five actions
Refund, cancel the order, change the shipping address, send a replacement order, or create a discount code.
Proposed, never run alone
Hobson suggests the action. It only runs when a person approves the reply it belongs to.
Money limits
Agents and API keys are capped (£50 by default for a GBP store, and 20% for percentage discounts). Owners and admins can approve more.
Re-checked before running
The order is read again just before the change. A refund larger than what was approved is refused.
Safe to retry
Each change is recorded so a retry never refunds twice. Changes made directly in Shopify show up in the conversation too.
If Shopify says no
The reply is held, the conversation moves to Needs you with Shopify’s reason, and you can retry from the order card.
How it works
- 1
Turn on order actions
Settings › Shopify. Set the limit for agents and reconnect if Shopify asks for new permissions.
- 2
Hobson proposes
For a damaged item it might suggest a refund on that line, shown as “On send: Refund £22.00 on #10451”.
- 3
You approve with the reply
The Send button names the change: “Send and refund £22.00”. Untick it to send the reply alone.
- 4
Shopify confirms
The change runs, then the reply goes. Status updates appear on the order card.
What stays in your control
- Order actions are off until an owner or admin turns them on.
- A reply with an order action never sends automatically.
- Undoing a reply in its undo window cancels its order action too.
- Every proposal, approval and result is in the audit log.
Questions
Put Hobson on duty.
Connect your inbox in a few minutes. Hobson drafts, you approve, and nothing reaches a customer until you say so.