Action Review: approve what customers ask for
Action Review is a queue in AskDolphin where a person approves or rejects the requests customers make in chat.
Cancellation and refund requests in chat
Customers can now ask to cancel an order or get a refund in the AskDolphin chat.
Customers can now ask to cancel an order or get a refund in the AskDolphin chat.See it in AskDolphin
Last updated
What's new
Customers can now ask to cancel an order or get a refund in the AskDolphin chat. When Dolphin AI handles it, the request goes to Action Review, where a person on your team approves or rejects it; the AI never approves a request by itself. It works with the other Shopify actions in AskDolphin.
Why it matters
Customers want to sort out a cancellation or a refund without waiting for an email reply. Your business wants a person to decide anything that costs money. A request in the chat gives the customer a quick start and gives your team the final word.
How to use it
Open Dolphin AI, then Channels, then Live Chat, and under Allowed actions switch on the requests Dolphin AI may take:
- Order Cancellation: "Let visitors request to cancel an order."
- Return Assistance: "Guide visitors through starting a return request."
- Refund requests follow the same path as cancellations.
When a customer asks, the request appears in Customers, then Action review, with the request type, the order number and the time. A person checks the details and approves or rejects it, or joins the conversation to ask more.
Good to know
- Each action can be switched off, and your team can do every one of these actions itself.
- Returns, cancellations and Action Review need a connected Shopify store and are part of Pro.
- Each request in the list shows its state, such as "Succeeded" or "Expired", and you can filter by state or request type.
Frequently asked questions
Can a customer ask for a refund in the AskDolphin chat?
Yes. The request goes to Action Review, where someone on your team approves or rejects it.
Can AskDolphin's AI cancel an order on its own?
No. Dolphin AI only passes the request on; a person on your team decides.
- Released
- Category
- Shopify
- Availability
- Pro, with a connected Shopify store
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