Hobson
Get early access
Features · Shopify order actions

Refunds and order changes, approved with the reply.

When a customer needs a refund or a change to their order, Hobson lines it up next to the reply. One click sends the reply and makes the change in Shopify.
Get early access

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. 1

    Turn on order actions

    Settings › Shopify. Set the limit for agents and reconnect if Shopify asks for new permissions.

  2. 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. 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. 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

No. Hobson only proposes refunds and other order changes. They run when a person approves the reply, and a reply carrying an order action never auto-sends.

To read orders and customers, and to write orders, draft orders and discounts. Read-only stores keep working and are asked to reconnect when they turn actions on.

Proposed actions are recorded and never run, so you can see what Hobson would have done.

Related

Put Hobson on duty.

Connect your inbox in a few minutes. Hobson drafts, you approve, and nothing reaches a customer until you say so.

Email me when Hobson opens, plus the occasional product update. No more than once a month, and you can unsubscribe in one click. See our privacy notice.