Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
When you replied to a customer by hand from the inbox, your reply could open as a brand new email thread instead of continuing the existing conversation, which was confusing for the customer. Manual replies now always land in the same thread as the rest of the conversation, the same as every other reply Arbyn sends.
When a customer in the EU, EEA, or UK asked in chat whether they could return an order, Arbyn used your shop's return window as it was set, even where the law guarantees a longer one. So a customer still inside their legal return period could be told no if your window was shorter. Arbyn now always honors at least the statutory minimum for those regions when it answers a return question, while still using your own window wherever it is more generous. Customers outside those regions are unaffected, and so is the point where a return is actually created.
When one of your rules sends a conversation to your team, the handoff now carries the note you wrote on that rule, so you see your own reason instead of a generic "the agent decided." The reasoning panel on the conversation also shows when a rule of yours forced the escalation, so it is never a mystery why a conversation landed in your queue.
Arbyn now sends you a short daily email when customers have been asking questions it did not have a confident answer for, with the most common gap quoted so you can add the missing information to your knowledge base. You will not get the same question two days running, and if you would rather not receive these you can switch the nudge off in your notification settings. The count matches the open gaps shown on your Knowledge Gaps page exactly, so the number in the email never disagrees with what you see in the app.
The Approvals queue now opens a single view for each request when you click its row. That view shows the order, a plain-English summary of what the customer asked for, the last few messages from the conversation, and the exact reason it needs you, and you approve or decline right there. Requests that came in by email or that you started yourself no longer show a blank address (Arbyn fills it in from information it already has), and internal status codes no longer show through as raw text.
Customers can now ask Arbyn about a subscription, renewing, pausing, skipping, changing, cancelling, or a payment question, and get a real answer plus a one-tap button to your subscription management page instead of a dead end. You set this up in Settings, Guardrails, Configure Subscriptions: choose whether Arbyn sends customers to your portal or hands the question to your team, tell it which subscription app you run (Shopify Subscriptions, Recharge, Appstle, Bold, Seal, Loop, Skio and more), and paste your portal link. Arbyn answers accurately for the app you use, never invents a renewal date or a portal link it does not have, and if you have not set a portal yet it hands the conversation to your team and tells you what is missing rather than guessing. A customer sent to your portal is still a normal answered conversation, so it flows into the same follow-up, resolve, and satisfaction steps as everything else.
When a customer asks for a new shipping address, the conversation now shows that exact address in a clearly labeled box with a one-click copy button, right next to the current address on file. If you are updating the order yourself in Shopify, you can copy it straight across instead of scrolling back through the conversation to find it.
When a customer asks to change the delivery address on an order that has already shipped, Arbyn holds the change (a shipped order cannot be safely re-routed) and now tells you about it by email, not just the customer. The note is clear that this is a guardrail rather than a final answer: you can still make the change yourself from the order in Shopify if you decide to. The conversation card, the email, and the handoff note now tell the same honest story, and the card links straight to that order in Shopify. Chat and email customers get the same clear explanation.
If you told Arbyn to only handle refunds, cancellations, address changes, returns, or discounts on a specific channel, such as email only, that restriction was not being enforced anywhere. It now is, everywhere Arbyn can act: Arbyn will not offer or apply an action on a channel you have not allowed it on.
Two new alerts. If a customer replies to a conversation you had already resolved or closed, you now get an email the moment Arbyn reopens it, so nothing quietly comes back to life without you knowing. And if a billing issue pauses your agent, or your plan changes in a way that affects your conversation limit, you now get an email explaining what happened and what to do next.
The refund action inside a conversation could look like it had gone through without the refund actually completing. This is fixed: refunds now complete correctly, and if you try to refund more than is left on an order, you get a clear message showing exactly how much is left to refund. Retrying the same refund safely returns the same result instead of risking a second one.
Two new automatic emails to your customers. When a conversation is handed to a real person on your team, the customer now gets a short note confirming a human is picking it up. And when a customer submits a return request, they now get an email confirming it was received.