Free Replacement Orders

When a customer says they received the wrong item, that it arrived broken, or that the parcel was lost, the AI checks the request against your rules. If it qualifies, the AI prepares a free replacement — no price, free shipping — and puts it in your Replacements queue. Nothing is sent yet. The customer is told their request has gone to your team, never that it is approved.

The AI only prepares one when the customer has verified their email for the order, the order was shipped in the last 60 days and is not cancelled or refunded, no other replacement is waiting for it, and the customer has had fewer than two replacements in 90 days. A replacement worth more than 1,500 in your store's currency becomes a ticket for your team instead.

On Shopify the replacement is a draft order, tagged as a replacement. On WooCommerce it is an order held at Pending payment, so nobody is charged and no stock moves.

In the dashboard, Chatbot → Replacements: switch on Enable replacement orders and choose the Eligible reasons — Received the wrong product, Product arrived broken and Package lost in transit. All three are off until you switch them on. For each you can Require a photo before requesting; for lost parcels also the days since shipment and whether a carrier claim must be filed first. Tags in Shopify decides which tags go on the original and the new order.

Open Replacements in the sidebar; the number beside it is how many are waiting. Each request shows the customer's own words, their photos, the items and how many replacements they have had before.

• Approve — the draft becomes a real order and goes through your normal fulfilment. The customer gets a message in the conversation with the order number.
• Reject — write a short note; the customer sees it in the conversation, and the draft is deleted.

A request nobody decides on is closed after 14 days. Deciding needs the Manage tickets permission.