Hobson
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For Shopify stores

The questions your store gets every day, drafted and ready.

Hobson looks up the order, checks your policy and writes the reply in your voice. When a refund or change is needed, it lines that up too. Your team approves both with one click.
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Hobson’s order card showing a Shopify order with items, tracking and status

What Hobson handles

The questions that fill a store’s inbox, each with the order looked up first.

  • Where is my order?

    Hobson finds the order by number or email, reads the tracking and drafts a reply with the real status and carrier link.

  • Returns and refunds

    It answers from your returns policy and, when a refund is due, proposes it in Shopify alongside the reply.

  • Damaged or wrong item

    It reads the customer’s photo, then proposes a refund or a replacement order on the affected lines.

  • Change of address

    If the order hasn’t shipped, it proposes the address change for you to approve.

  • Cancel my order

    It checks whether the order can still be cancelled and lines up the cancellation.

  • Discount codes

    It can create a one-off discount code for a customer, within the limits you set.

Getting started

  1. 1

    Connect Shopify and your inbox

    Connect your store from Hobson’s settings and approve the access in Shopify, then connect Gmail or forward your support email. Add the chat embed to your theme if you want live chat.

  2. 2

    Bring your history

    Import tickets, customers, macros and tags from Gorgias, or let Hobson learn from your sent Gmail replies.

  3. 3

    Add your policies

    Upload your returns, refunds and shipping policies so Hobson answers from your rules.

  4. 4

    Approve drafts

    Every conversation gets a draft with the order beside it. Approve, edit or redraft.

  5. 5

    Let it send what it has proved

    Once a category such as order status has a track record, switch it to send automatically.

What stays with you

  • Nothing sends without approval until a category has earned it.
  • Refunds, returns and other policy questions stay locked until your policy is in the knowledge base.
  • Every automatic reply has a minute to undo, and one switch pauses everything.
  • Every action Hobson and your team take is in the audit log.

Questions

Yes. You connect your store from Hobson’s settings and approve the access in Shopify. It reads orders, customers and tracking, and with your permission can make refunds, cancellations, address changes, replacement orders and discount codes.

No. Refunds and other order changes are proposed with the draft and only run when a person approves the reply. Agents have a money limit that owners and admins set.

Hobson works as your first helpdesk. Connect Gmail in two clicks and replies still go from your own address.

Flat monthly plans by conversations, with every feature and unlimited seats. There are no per-resolution fees. At your limit Hobson stops drafting new conversations and tells you, and nothing extra is charged.

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.