Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
The internal note left for your team on an escalation could describe a system it had no way of actually seeing, sending someone looking in the wrong place. It now sticks to describing what the customer asked and what already happened in the conversation.
If your store handles returns through your own page rather than a Shopify account, the returns button used to tell shoppers to log in first, a step that page does not have. It also sometimes appeared twice on the same message. Both are fixed, and the same button now also appears correctly in email replies. An order that is not eligible for a return no longer arrives with a working-looking returns button attached to the message explaining why it cannot be returned.
A conversation that had ever been escalated to your team could never actually reach Resolved, even after the shopper said thanks and your team handed it back. It would sit as unresolved and then eventually jump straight to Closed. This now works correctly on both chat and email. Separately, clearing an escalation used to erase the record that a human was ever involved, so every conversation your team rescued was being counted as one Arbyn resolved entirely on its own. Your deflection rate may read a little lower now. The work did not change, the counting did.
Arbyn could always talk about store credit. It can now actually issue it, in two ways: you can send store credit to a customer yourself from the conversation, and Arbyn can add it automatically the moment you approve a return where the customer chose store credit as their resolution. Before Arbyn can do this, Shopify asks for a one time permission. You will find it under Integrations, Store credit, with a button to grant it.
Store credit only works on Shopify's newer customer accounts, and a customer can only spend it when they are signed in at checkout. Arbyn now reads your store's real setup and behaves accordingly: if your store cannot redeem store credit at all, the option is turned off and tells you why, rather than letting Arbyn offer something a customer could never use. Where store credit does work but signing in is optional in your store, Arbyn tells the customer they will need to sign in to spend it, and gives them your store's own sign in link so they can.
Approving a return where the customer chose store credit both approves the return and moves real money, in a single click. Until now the approval card showed you the order, the reason and the photo, but never the figure. You could not tell from the screen whether you were about to issue a small amount or a large one, and you found out only afterwards. The amount is now on the card before you click, in the order's own currency. If the credit cannot be issued automatically for some reason, the card tells you that first, rather than emailing you about it after the fact.
If you sell in multiple regions or languages through Shopify's multi market tools, the chat widget now matches the language of the storefront a shopper is actually browsing, including the launcher button and the welcome message. This is on by default for every store. If a shopper's language has not actually been published on your storefront, the widget now falls back to your store's own default language instead of defaulting to English by mistake. The widget customizer preview also now matches what a shopper in a different language actually sees, instead of a version that could lag behind the real thing.
Each of these builders now carries a short, plain note explaining what the setting you are configuring actually does, so you no longer have to test it live or guess to find out.
A shopper in Germany writing "Ich moechte von meinem Widerrufsrecht Gebrauch machen" is exercising a statutory right to withdraw from a purchase. Arbyn was reading that as a question about your policy, so it answered by explaining the policy and asking for an order number, instead of treating it as the cancellation request it is. The same sentence in English worked. That difference is the part worth explaining, because it was not a translation gap. Arbyn knew plenty of ways customers say "return" and "cancel" in nine languages. Nobody had taught it how people say "exercise" a right, in any language at all. English happened to pass for an unrelated reason, which made the whole thing look healthy from the outside. Both halves are fixed. Arbyn now recognises the request across German, French, Spanish, Italian and Dutch, and the withdrawal link is attached on its own terms rather than depending on how the reply happened to be worded. A shopper who is genuinely just ASKING how long they have to change their mind still gets a straight answer, with no request for an order number.
Your admin now has an Integrations page. The first entry on it is your Shopify Markets setup: a single control for whether the chat widget should automatically follow the language of the storefront each shopper is browsing. Everything else on this page is a connection to an outside service; this one is built into Shopify itself, which is why it comes first.
The markets section of your Knowledge area now lists every market you sell into, along with its currency, storefront address, product catalog and tax or duty treatment, so you can see at a glance which markets are genuinely active and how they differ from each other.
A toggle next to a conversation's message log now translates the whole thread into a language you choose, for your reading only. It does not touch what gets sent to the customer, only what you see on screen. Each translated message carries a small note and a one click way to see the original, and switching the toggle off reverts the whole thread instantly with no delay.