FixAll plansAug 5, 2026
Customer profiles now show returns, refunds and photos properly
A customer's Recent Activity now correctly labels their returns, refunds and cancellations, instead of showing them as an unlabelled bullet point. Refund amounts now display correctly, and return reference numbers appear too, which is what you need to find a return in Shopify.
When a customer sends a photo along with a return, you can now see it on their profile, along with what Arbyn read in the picture, so if the agent acted on a wrong reading of a photo, you can catch that. The Refunds count on a customer profile now works as well; it had always shown zero.
FeatureAll plansAug 5, 2026
Arbyn now tells shoppers it's an AI, by default
A short, muted line under the chat composer now tells shoppers that the chat is AI powered, that it may be recorded, and that it can make mistakes, with a link to your privacy policy. This is now on by default for every store.
This notice already existed and could be turned on in the widget customizer, but it required a merchant to go and find the toggle, which in practice meant almost nobody saw it. If you had already turned it off deliberately, it stays off. Otherwise you can still turn it off, or replace the wording with your own, from the widget customizer's Content section.
The notice is translated into all 21 languages Arbyn supports, and where you have a phone number and business hours on file, it also tells shoppers how to reach a person.
ImprovementAll plansAug 5, 2026
Arbyn remembers a photo a customer sent, even weeks later
When a customer sends a photo, Arbyn now remembers what it saw across later conversations, not only the one it arrived in.
Before this, a shopper who photographed a damaged item last week and wrote in again today would meet an agent with no memory of it, and would be asked to send the photo again. That no longer happens. If the photo came with a message, both are remembered together.
ImprovementAll plansAug 5, 2026
The chat widget now asks before it tracks
Until this release, the chat widget set a visitor identifier and recorded which pages a shopper had viewed as soon as any page loaded, before a shopper had even opened the chat and regardless of their cookie choice. It now checks the shopper's existing consent choice first, using whichever cookie banner your store already has in place.
The chat still works fully if a shopper declines tracking. They can still ask questions and get answers; consent controls tracking, not support. The visitor identifier itself also now lasts 90 days instead of a year, matching how long Arbyn actually keeps browsing history.
FixAll plansAug 5, 2026
Your notification bell in the admin now works
The bell icon in your Command Center now lists conversations waiting on a person to answer and agent actions waiting on your approval, with an unread count, and clicking a listed item opens it directly. It deliberately leaves out billing issues, which still show as a banner, and service level breaches, since there is not yet an honest number behind those to show you.
Uploading a knowledge document now uses the same uploader everywhere in Arbyn, so it behaves consistently and accepts the same file types wherever you use it.
A shopper's thumbs down on a reply is now picked up immediately rather than through a weekly batch job, matching how quickly your own ratings in the inbox are already picked up.
FeatureAll plansAug 5, 2026
Customer addresses now show on their profile
A customer's real Shopify addresses now appear on their profile in the admin, with their default address flagged and the full mailing address available on expand. These are read live from Shopify each time you open the profile, never stored separately, so there is nothing new to keep in sync and nothing new for a data request to cover.
FeatureAll plansAug 5, 2026
Forget a single detail about a customer
Every detail Arbyn has learned about a customer now has a Forget this control right beside it. It removes that one detail and leaves the rest of the customer's record untouched.
Until now the only option was deleting a customer's entire record. That was fine when a profile only held order counts. It stopped being fine once it could hold something like a relationship or a pet's name: a customer might ask you to forget one detail, or you might read something that is simply wrong, and neither is a reason to erase someone's whole history.
Arbyn asks before it deletes, and is upfront that if the customer mentions the same thing again later, it may learn it again. Your chat disclosure to customers now also says plainly that Arbyn may remember details they share, in all 21 supported languages.
FeatureAll plansAug 5, 2026
Arbyn now writes a short briefing on customers it knows well
Where Arbyn has enough recorded about a customer to be useful, it now writes a short internal summary: the kind of thing you would want to have read before answering their next message. It updates automatically whenever what Arbyn knows about that customer changes.
The summary is careful about certainty. Something a customer told Arbyn directly is stated plainly. Something Arbyn worked out on its own is written as a guess. A customer with barely any history gets no summary at all, rather than a padded one.
FeatureAll plansAug 5, 2026
What Arbyn remembers about a customer now matches the kind of store you run
Arbyn now stores different customer details depending on your store's category. A beauty store can hold a shade match and skin type, an apparel store holds fit and usual sizes, a jewellery store holds ring size and metal preference. Arbyn already detected your store's category when you installed it, so there is nothing to configure. Stores outside a covered category see nothing new, on purpose.
Some of these details, like skin tone or body measurements, are only ever recorded when a customer states them directly themselves. Arbyn will never infer them from a photo, a name, or anything else. When a customer does state one, Arbyn keeps their exact words alongside it so you can check the reading rather than trust a parsed value.
Everything here is included in a data request and removed by a deletion request, exactly like the rest of a customer's record.
FixAll plansAug 4, 2026
Your notifications dropdown now shows real activity
The notifications dropdown in your admin used to open to an empty panel, which read as "nothing needs your attention" when it actually meant the panel had never been connected to anything. It now lists real escalations and actions waiting on your approval, with an unread indicator.
FixAll plansAug 4, 2026
Onboarding no longer shows a finished step as unfinished
Turning on the chat widget used to show as incomplete in your Command Center for up to six hours, until a background check caught up. It now checks live and shows the step as done immediately.
FixAll plansAug 4, 2026
The save bar now clears properly
The save bar could stay visible after you had already saved, and could follow you onto pages where there was nothing to save. It now clears correctly.