Areeb Khan
AI Customer Support Agents for Shopify Stores
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Panel 1 — Cancellation Request & Reason: The customer asks to cancel "The Multi-managed Snowboard" from order #1065, giving "changed my mind" as their initial context. The AI correctly identifies the order and item, then asks for a reason before proceeding — the customer replies "It's expensive." The panel is cut off mid-response, but it's already showing "requires human approval since..." starting to appear.
Panel 2 — Identity Verified & Escalated: The AI states cancelling the item requires human approval because the refund amount of $610.06 exceeds the auto-approve limit, and asks for the email used on the order. The customer provides it (Russel.winfield@example.com (mailto:Russel.winfield@example.com)), and the AI correctly confirms that even after identity verification, this still requires human approval due to the dollar amount, and says it will forward the request to the team.
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Panel 1 — Cancellation Request: The customer asks to cancel an item from order #1064 without specifying which one. The AI correctly looks up the order and lists all three items with their prices — The Collection Snowboard: Liquid ($723.13), The Collection Snowboard: Oxygen ($988.83), and The Complete Snowboard ($675.02) — so the customer can choose which one to cancel.
Panel 2 — Reason & Identity Check: The customer picks "The Collection Snowboard: Oxygen" and gives a reason ("Ordered too many by mistake"). The AI correctly requires identity verification before proceeding, asking for the email used when placing the order.
Panel 3 — Item Cancelled & Refunded: After the customer confirms their email (karine.ruby@example.com (mailto:karine.ruby@example.com)), the item is successfully cancelled, and the AI reports a refund of $988.83.
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Panel 1 — Customer Refund Request: Customer asks for a refund on an item from a fulfilled order (#1062). The AI correctly identifies the order is already fulfilled and explains it needs to process this as a return instead of a refund, then lists the actual items so the customer can specify which one — this is your item-listing fix and the return/refund distinction we worked through today, shown accurately.
Panel 2 — Identity Verification: After the customer picks "Selling plans ski wax," the AI correctly requires identity verification before proceeding, asking for the email used on the order — matches your guardrails logic exactly.
Panel 3 — Return Submitted for Approval: Once the email is confirmed, the return completes cleanly with no redundant re-confirmation — this is your later prompt fix (the one that eliminated the re-listing/re-asking loop) working correctly.
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This page's job is to summarize and display what the AI agent has already done, giving the merchant a fast status check — the actual work (approving refunds, reviewing conversations) happens on other pages this one links out to.
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