FixAll plansJul 29, 2026
A teammate is always told when Arbyn cannot answer
If Arbyn ever could not draft a reply at all, it sent the shopper a message saying a teammate would follow up. Two things then went wrong together. The conversation was marked as needing a human but without the details your escalation report filters on, so the one moment you most needed to see could not appear in it. And the handoff itself began by writing a summary, which failed for the same reason the reply had, taking the timeline note, your alert and the shopper confirmation down with it.
Both halves are fixed. The summary is now a nice to have that can fail on its own, and the handoff never does. A shopper who is promised a person now gets one.
Behind the scenesAll plansJul 29, 2026
Settings inputs are a consistent size
Number fields across Settings were drawn at six different widths, several of them stretching the full width of a card to hold a single digit. They are one size now, so the same kind of control looks the same on every page.
ImprovementAll plansJul 28, 2026
Arbyn asks instead of guessing when it cannot find an answer
When a shopper asks something your store genuinely has no information about, Arbyn no longer stretches to answer from whatever was loosely nearby. It now recognises that it came up empty, and responds accordingly: in chat it asks a short clarifying question first, and if the second try still finds nothing, it hands the conversation to your team. By email, where waiting for a reply costs a day, it goes straight to your team. Every one of those moments is recorded under Knowledge, Knowledge gaps, in the shopper own words, so you can see exactly what to write next.
FixAll plansJul 27, 2026
Your private notes stay private to your team
Internal notes are stored the same way as replies your customers receive, and five places in Arbyn were reading them without telling the difference. A note written for your team could be learned as if it were an approved answer and reused later, could stop a real reply from being sent, could attach a return to the wrong order, or could appear as context in a different conversation.
All five now read customer replies only. Your notes influence nothing a customer sees.
FixAll plansJul 27, 2026
Approving an action now checks the order again before it runs
When Arbyn stages a refund, cancellation or return for you to approve, that request can sit in your queue for a while. Until now, approving it ran against the order as it looked when the request was created. If the order changed in the meantime, nothing noticed.
Now Arbyn re-reads the order the moment you approve. If it was cancelled, if the amount has already been refunded, or if the order has been flagged as risky since the request was raised, Arbyn refuses to run it and tells you exactly what changed. Nothing is half completed, and the request stays in your queue so you can decide again with current information.
Everything else passes as normal. Notes, tags, customer details and an order moving through fulfilment do not block anything, because none of them change whether the action is right.
ImprovementAll plansJul 27, 2026
Reports and digests moved to their own sending lane
Your weekly digest, monthly recap and getting started emails now travel on a separate lane from the alerts that tell you a customer is waiting. Previously they shared one, which meant a complaint about a digest could affect delivery of the messages you cannot afford to miss.
You will also find these three under Settings, Notifications, each with its own switch. Alerts about escalations, spikes, approvals and billing are always on and are not affected.
Behind the scenesAll plansJul 26, 2026
Data deletion after an uninstall no longer depends on a single message arriving
Deleting a store's data after an uninstall used to rely entirely on one notification reaching us. If that message failed to arrive, nothing ever looked again and the data could sit longer than it should. Arbyn now checks for itself, every hour, and completes any deletion that is due. A store that reinstalls is never treated as one that left, so a returning merchant can never have their data removed by mistake.
FeatureAll plansJul 26, 2026
If you uninstall, your data waits 72 hours before it is deleted, and we tell you when it goes
Uninstalling Arbyn no longer means wondering what happened to your data. You now get an email from Odera the moment you leave, asking what went wrong and explaining exactly what happens next: everything you built, your knowledge, your rules and your conversation history, is kept for 72 hours. Reinstall inside that window and it all comes back exactly as you left it. Reply to that email and it reaches the support team directly.
If the 72 hours pass without a reinstall, the data is permanently deleted and you get a second email confirming it, including what was removed and the date it completed. That confirmation is sent from the deletion itself, so it only ever arrives when the deletion actually happened.
FixAll plansJul 23, 2026
"Upload" on your home checklist now opens the page where you actually upload
The Upload action on the setup checklist opened the Knowledge overview, which has no upload control, so it looked like uploading was broken. It now opens Documents, where the uploader lives. The Documents count also matches what that page lists, instead of including Shopify pages and blog posts that are counted separately.
ImprovementAll plansJul 23, 2026
Connecting your existing support inbox is clearer, and the test now confirms it
Bringing your existing support address into Arbyn takes one step in your email provider: a rule that forwards mail to your Arbyn inbox. That step is now called out clearly before the test, so it's obvious it needs to be set up first. And the "Send test" button now reliably confirms the connection once forwarding is in place, so you know your customers' emails will reach Arbyn.
FixAll plansJul 23, 2026
Opening a conversation from an older page no longer sends you back to page one
If you were browsing page two or later of your inbox and opened a conversation, you'd land back on page one when you returned to the list, losing your place in a large queue. Opening a conversation now keeps you exactly where you were.
FixAll plansJul 23, 2026
Chat bag quantities are now capped, so a stray tap can't run a quantity away
A quantity in the chat bag could climb far past anything a shopper intended, which then showed up in the checkout total the agent quoted. Quantities are now capped per item, and any bag that had already run away corrects itself the next time it is opened.