Live chat support
A chat on your store, answered by the AI for routine questions and by agents for the rest.
- Answered where it is asked
- One history per customer
- You set the boundary
Services
Returns, exchanges & refunds
Agents handle refunds within the limits you set; above them, your approver decides.
How AI Active Support solves it
Returns, exchanges & refunds
Every return, exchange and refund request is handled by an agent, with the order, your policy and your approval rules in front of them.
Money never moves on an automatic reply. The platform enforces who may decide what.
Never automatic: Refund, return, exchange and cancellation conversations are never answered by the AI alone.
Limits enforced by the platform: Each agent has a refund limit; above it, the request goes to your approver.
Made in your admin: Refunds are made by a person in your Shopify admin. NexusHelp has no write access.
Workflow
How it works.
- 01
Request detected
The AI recognizes the request and finds the order.
- 02
An agent takes it
With the order, the customer’s history and your returns policy.
- 03
Approval when needed
Above the agent’s limit, your approver decides in the portal.
- 04
Made and confirmed
The refund is made in your admin and the customer is told.
The customerEmail
The sneakers are too small. Can I send them back for a 42?
The reply
Hi Yanis, of course. Your order is within the 30-day window: here is how to send the pair back, and we will ship the 42 as soon as it is scanned.
Written and sent by an agent
Behind the scenes
- Request receivedEmail, matched to the customer and to order #4486
- AI recognises an exchangeReturn and exchange requests always go to a person
- Order and returns policy in front of the agentDelivered 9 days ago · 30-day window · size 42 in stock
- Agent applies your policyReturn instructions from your playbook; the exchange is made in your store admin
- Customer informed, return trackedReason and product counted in your returns analytics
AI Verified store data PersonSample data
AI and people
Who does what.
The AI
- Recognizing the request and the order
- Drafting a reply from your returns policy
- Answering return-policy questions, if you allow it
A person
- Every refund, return and exchange decision
- Amounts above an agent’s limit: your approver
- The refund itself, in your Shopify admin
In your portal
Everything visible to your team.
Every conversation, every AI decision and its sources, approvals, quality scores and your running bill.
Analytics · support intelligence
Rising problems
- Damaged item
- Shipping delay
- Wrong item
Products behind problems
Glass candle, 300 g Damaged item
Delivery problems by carrier
Carrier A Shipping delay
Illustration with sample data. Real dashboards show your own counts; no customer is identifiable in them.
Features
What is included.
- Return and exchange requests routed to agents
- Per-agent refund limits
- Approval center for your team
- Audit trail of approvals
- Your returns policy in the knowledge base
- Returns trends in your analytics
Benefits
What changes for your store.
- Consistent decisions
- Your policy applied the same way on every case.
- Control over money
- Limits per agent, approvals above them, every decision recorded.
- Trends you can act on
- Which products come back, and why, week by week.
Pricing
Conversations included every month.
AI Support from €49 / month, AI + Human Support from €349 / month, each with a volume of conversations included, then a price per resolved conversation. A conversation reopened within 72 hours is billed once.
Can NexusHelp issue refunds automatically?
No. Refunds are decided by a person and made in your Shopify admin; NexusHelp has read-only access.
Who approves large refunds?
People on your side, in one click from the portal, when the amount is above the agent’s limit.
Is there a record of who approved what?
Yes. Approvals and other sensitive actions are kept in an audit trail.
Related services
Book a free demo
Let’s look at your real tickets.
In 30 minutes we go through a sample of your conversations, show which ones the AI could answer and which need a person, and give you a price.