Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
"Do you sell snowboards?" now gets answered from your entire published catalog, not just a sample of it, so a real "yes, here's what we've got" instead of an incorrect "we don't carry that" on a bigger store. Product descriptions in chat are also fuller now, giving Arbyn more to work with when matching a gift or use-case request to the right item.
A few refinements across returns and the inbox. When you approve or decline a return with a note, Arbyn now phrases it naturally for the customer (in their language) instead of pasting it word-for-word, so a quick internal note never reaches the shopper sounding like it was meant for your team. Arbyn only ever shows a shopper the order they are actually asking about, so it won't surface an unrelated recent order by mistake. Simple products (no sizes, options, or subscription) now show a tidy, compact card. And when an order is fulfilled, your inbox shows a clear "Order fulfilled" update with the tracking number, status, and a track-shipment link.
Arbyn searches your entire catalog to answer shoppers, not just a sample of it. Ask "do you have tables?" or "any perfumes for men?" and Arbyn finds the right products and shows them as cards, even on large catalogs (hundreds of products) and password-protected stores. New and edited products become searchable right away. Follow-up questions keep their context too: "tell me more about this one" stays on the product you were just looking at instead of starting over. We also cleaned up the catalog audit to flag the fields that actually help Arbyn answer (description, type, tags, category).
Adding, removing, and changing quantities for products with options (colors, sizes, price tiers) now does exactly what the shopper says. "Add dawn, powder, and electric" adds three separate lines, one per color, instead of three of one. "Remove the dawn one" removes only that color. "Make the dawn one 2" sets the quantity on that one line, not the wrong item. If a shopper names a product or option that isn't in their bag, Arbyn changes nothing and says so honestly rather than touching the wrong row. And a named option that is sold out fails clearly, so a shopper never ends up with a variant they didn't choose.
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.
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.
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.
Reports got a visual refresh: cleaner bar, line, and area charts, a satisfaction score, and a split view of how much Arbyn resolved on its own versus handed to a human, plus new tiles for messages handled, backlog awaiting the customer, follow-ups sent, and auto-closed chats. Arbyn also now replies in any language a customer writes in, not just the languages of the app interface, and a quiet chat gets a gentle follow-up nudge in that same language before it is closed out.