ImprovementAll plansJun 24, 2026
More accurate policy answers, and a note when you hand a chat back
Arbyn now reads your full store policies (no shortening) and links straight to them, so it stops paraphrasing a policy incorrectly, for example on an EU cooling-off return window. When you return a conversation to Arbyn from your inbox, you can leave it a short handover note so the shopper doesn't have to re-explain themselves; the note guides Arbyn's next reply and is never shown to the customer. This release also included a round of privacy hardening so the agent never reads a shopper's email back to them, and never files a refund on its own from a chat.
FeatureAll plansJun 14, 2026
Order summaries, order confirmation, and a rating card in chat
Three new cards in the chat widget. A verified shopper can now see their recent orders as clean cards, three at a time, in plain-language status. Before starting a return, Arbyn shows an "I found your order, is this the one?" card so a shopper confirms the right order first. And when a chat wraps up, Arbyn can ask for a quick star rating (with an optional comment), either when it resolves the question or when the shopper taps End chat, so you get customer-satisfaction feedback right where the conversation happened.
ImprovementAll plansJun 14, 2026
Cancellation requests, handled within your limits
Order cancellation stays a request the agent files for you; Arbyn never cancels an order itself. You control the rules: turn cancellations on or off, set a value ceiling, and set a time window. The ceiling sets the priority in your inbox, so a request under your limit shows as ready to process and one over it as needs review. The agent now collects the cancellation reason with tap-to-pick options (Changed my mind, Ordered by mistake, Found it cheaper, Shipping too slow, Other) instead of a written question. And when you turn cancellations off, they stay off, even if the wording ever suggests otherwise.
FeatureAll plansJun 13, 2026
Address changes: choose how far Arbyn can go
Shipping-address changes are now a real per-store capability, in both chat and email. Set it to Off (Arbyn files the request for you), Escalate (a one-click Approve and apply card appears on the conversation), or Automatic (Arbyn validates the address and applies the change straight away). Either way, Arbyn checks the order first (not cancelled, not yet shipped, same country) and validates the new address before anything is applied, and a soft validation warning asks the customer to confirm their own address rather than guessing. The customer keeps chatting throughout.
ImprovementAll plansJun 4, 2026
Cancel and address changes handled end to end
Arbyn now runs order cancellations and address changes as clean escalation flows: it gathers and verifies the request (order ownership, whether the order has shipped, the address country), files it, and hands it to you to apply from your inbox. Across returns, refunds, cancellations, and address changes, the agent always knows the live status and never tells a shopper "no update yet" on something that has already been decided. And the agent can never claim it filed something it didn't.