Returns are where support gets expensive, because most of the work is deciding whether the return is real. So most tools do one of two things: they demand a photo from everybody, which annoys honest customers, or they demand nothing and hand every case to a human.
What it does
Arbyn asks for a photo only when a photo proves something. A defective item, a wrong item, a thing that is not as described: those are the cases where a picture changes the answer, so those are the cases where it asks.
And when the photo arrives, Arbyn reads it. It is not collecting evidence for you to look at later, it is looking at it, matching it to the order, and putting a decision in front of you with the picture already attached.
How store owners use it
- It asks for proof, then reads it. The customer sends a photo of the damage. Arbyn looks at it, checks it against the order, and prepares the return.
- You approve. Arbyn does it. A return moves money, so it waits for your one-click approval. Then Arbyn starts the return in Shopify and tells the customer it is done.
- It does not ask when it should not. A change of mind inside the window does not need a photograph of anything, and Arbyn does not demand one. Friction you do not need is friction that costs you the customer.
Defective, wrong item, not as described. Arbyn asks for a picture when it changes the decision, and does not when it would only be friction.
What it costs
Included on all three plans. There is no per-return fee and no returns add-on.
That matters more here than anywhere else: a tool that bills per resolution is billing you most in the month your returns spike, which is the month you can least afford it.
How to enable it
It runs as part of the agent. There is no separate returns portal to set up and nothing for the customer to install.
- Install Arbyn. It reads your refund and returns policy from your Shopify admin, word for word, so it is quoting your rules and not a generic template.
- A customer asks to return something, in the same email or chat thread they were already in.
- Arbyn asks for a photo if the reason calls for one, then reads it.
- It puts the return in front of you with the order, the reason and the photo attached. You approve with one click.
- Arbyn starts the return in Shopify and confirms it to the customer.
The fine print
The approval step on a return is deliberate. Anything that moves money waits for you, which is a control and not a missing feature. Full autonomy on money-moving actions is a beta authorization and is in development. Arbyn does not edit orders or line items.