Straight answers3 min read
Automated returns, refunds and credit notes from support
Supportifier lets customer service act, not just answer. Where you switch it on, the AI can cancel an unshipped order, refund in full or in part, change the delivery address, create a replacement order and open a return with a return label in Shopify, and cancel, refund, change address and issue discount codes in WooCommerce and Magento. In Business Central it can change the ship-to address, delete an unshipped order, void an unpaid invoice and issue a credit note. Every action is off by default and logged.
The short answer: Supportifier can carry out the routine actions behind a support ticket, not only explain them. In Shopify, WooCommerce and Magento the AI can cancel, refund, change an address and open a return; in Business Central it can issue a credit note. Each action is off until you switch it on, and you decide whether the AI suggests it to an agent or does it itself, within limits you set.
What the AI can do, per system
| System | Actions |
|---|---|
| Shopify | Cancel order (with refund and restock), change delivery address, full or partial refund, replacement order, open, approve or reject a return with a return label via Shipmondo, discount code |
| WooCommerce | Cancel, refund, change address, discount code |
| Magento | Cancel, refund, change address |
| Business Central | Change ship-to address, delete an unshipped order, void an unpaid invoice, credit note |
Reading an order never requires any of this. To answer questions Supportifier only needs read access, and read-only keys are recommended. Write access is needed only for the actions you switch on.
How an action is controlled
Every action is off by default. For each one you choose off, suggest to an agent, or automatic, and you set the limits: the cancellation window, the return window and the maximum size of a discount. Actions with higher risk can be restricted to administrators. Everything is logged with who or what did it.
In the inbox the normal mode is a suggestion: the AI lays out the action next to its reply suggestion, and the agent approves with one click. In the chat, an identified customer can cancel an unshipped order, open a return or get a discount code directly, but only where you have switched that on.
What this looks like for the customer
A customer writes "I ordered the wrong size, can I return it?" The AI checks the order, confirms it is within your return window and, where enabled, opens the return and sends the return label in the same reply. A customer who asks to cancel an order placed an hour ago gets the cancellation confirmed before the parcel ships. An invoice question in Business Central can end with a credit note instead of a note to the finance team.
Where the case needs judgment, a complaint about a damaged item, for example, the AI does not act. It goes to an agent with the order open and the customer's history in view.
Where the rules come from
The AI only answers from your reviewed knowledge base, so the return policy it applies is the one you wrote and approved. Your terms set what is allowed; the limits in the integration settings set what the AI may do about it. A claim that is not in the source stops an automatic reply, which also stops an automatic action.
What is not automated
There is no automation for systems without a ready-made connection, such as other ERPs or e-commerce platforms; those are built during onboarding through the API or a new connection after a technical review. Returns in WooCommerce and Magento are answered from your policy but not opened in the system. Refunds through Stripe, Qliro or Billecta are read, not issued, from Supportifier; the refund itself is made in the shop system or as a credit note in Business Central.
Read more on the integrations page, the e-commerce page and order status from PostNord, DHL and Ingrid.
This page is also available in Swedish: Returer, återbetalningar och kreditnotor direkt från supporten