Richpanel's AI agent refunds only what your written policy covers. You decide whether each refund runs on its own or waits for one click from your team.
Yes, under your control. Richpanel's AI agent can refund a Shopify order in full, by line item, or as store credit. It refunds only when your policy or a teammate's instruction covers that exact amount. Set refunds to Require approval, and every refund waits for one click from a person. Anything your policy does not cover goes to your team.
Each situation runs a different action, in the system where the money sits.
| The customer situation | What the AI does |
|---|---|
| Asks for money back on a damaged, late or wrong item | Reads the order and your policy, then refunds or hands off |
| Accepts a refund your team offered earlier | Refunds the offered amount before it replies |
| Cancels an order that has not shipped | Cancels, and refunds the payment only if your policy says so |
| Disputes a Recharge subscription charge | Refunds that one charge in Recharge, not the Shopify order |
| Has an approved return waiting for its money | Reads the itemised estimate, then refunds in Richpanel Returns |
Every action has its own permission on the Tools page: Always allow, or Require approval. Set Refund Order to Require approval, and each refund waits in the inbox for one click from a person.
An action with no permission set waits for approval by default. In Co-Pilot mode, every customer-visible action waits, whatever its permission says.
The Shopify tools page. Lookups run on their own. Cancel, refund, address, edit and discount wait for a person.
The AI tells the customer the refund is under review. The amount, the payment method and the payout window stay out of that reply.
Those details go in an internal note for the approver. Once a person approves, the AI confirms the outcome to the customer.
No. A reply that says a refund went through is held unless a refund action actually succeeded in that conversation. An approval that is still pending does not count.
The check reads the meaning, not one phrase. "Your money is on its way back to your card" is held the same way as "I processed your refund."
Your policy can offer store credit first. The refund action supports original payment, store credit, or both in one refund.
Before an order ships, a wrong size or color is a swap on the same order, not a refund. See editing an order.
Without a policy that covers it, the AI does not refund. These go to your team by default:
A hand-off takes three steps. The AI saves an internal note with the reason. It sends the customer one reply on what happens next. The conversation stays open for your team.
If your playbook names a hand-off mode, the AI switches the conversation to Manual or Co-Pilot. No further AI reply then goes out on its own.
| System | Refund action |
|---|---|
| Shopify | Full, partial, line-item or store-credit refund on an order |
| Shopify | Refund of the payment while cancelling an unshipped order |
| Recharge | Refund of one subscription charge |
| CheckoutChamp | Refund of an order, or the latest subscription charge |
| Richpanel Returns | Refund of an approved return, after the itemised estimate |
Every other AI action, and how each is controlled, is on the AI actions overview.
Yes, if you allow it. Richpanel's AI agent can refund a Shopify order when your written refund policy covers the exact amount. You choose per action whether refunds run on their own or wait for one-click approval from your team.
Yes. Write the limit into your refund policy, for example a damaged item under a set amount. The AI refunds only amounts the policy covers and routes everything else to your team. For full control, set refunds to Require approval so every refund waits for a person.
Yes. For Recharge it refunds the single subscription charge in Recharge rather than the Shopify order. CheckoutChamp charges and orders are supported too.
No. A reply confirming a refund is held unless a refund action succeeded in that conversation. A refund still waiting for approval does not count, so the customer hears it is under review.
Version history. v1.0 (2026-09-24): initial publication. Every action on this page is checked against the Richpanel AI action catalog as it stood on the publication date.
Bring your refund policy to the call. We set it up on your store, show the approval queue, and put 50% resolution in 30 days in writing, or your money back.
Click here to book my 30-min demo →