What we shipped.

When our model provider is slow or unreachable, replies now carry on with the same Claude model running on someone else's infrastructure: Amazon Bedrock, Google Vertex or Azure. We never drop to a cheaper or weaker model to get through an outage, so the answer your customer reads is the answer they would have got on a normal day.

Until now the switchover only fired when a request failed fast. The far more common outage, a request that simply hangs, ran into the agent's own time limit first and the reply was abandoned. Each attempt now has its own budget, so a hanging request moves to the next provider instead of running out the clock.

Anyone sending stores our way now has somewhere to see what that is worth. Partners get their own area at /partners with their referral link, the stores that signed up through it, and commission building up month by month.

• Request a payout yourself once your details are complete. Each month of commission is tied to the request it was paid under, so the same month cannot be claimed twice.
• We write the invoice on your behalf, so you never have to send us one.
• Commission accrues in dollars, because that is how Shopify settles app revenue, and we pay out in euros. The exchange rate is fixed at the moment you request the payout, so an invoice is worth the same every time it is opened.

When a customer threatens to go to their bank, the agent raises an alert while the email is still being handled. It lands on /dashboard/chargeback with the order, the payment method, the sentence that triggered it, and what is at stake.

From there you can refund in full, refund part, cancel the order, reply without moving any money, or close it as a false alarm. Which of those you are offered is worked out on our side against the live order, so the screen never offers something that would be refused a second later. The action runs in Shopify first and the email goes out second, so a customer never reads a promise the store did not keep.

Nothing spends money on its own. Acting without your approval is off by default, with a ceiling of zero, and switching it on is a deliberate choice per store.

Shopify now hands out access keys that last an hour instead of forever. We keep that short-lived key and its rotating renewal key encrypted, and refresh them in the background ahead of any job that needs them, including the ones that run at three in the morning when nobody is signed in.

If a request is refused because a key expired halfway through, it is renewed and retried once rather than failing. Merchants who installed the app once and never opened it again stay connected. When a connection genuinely cannot be repaired we are alerted, so you do not find out from a customer.

When a customer agrees to swap for another size or colour, the agent edits the order in Shopify instead of filing a note for someone to do it by hand. Shopify puts the old variant back into stock, takes the new one out, and emails a payment link if the new one costs more.

The replacement is checked against live stock before it is ever offered, so the agent cannot promise a size that sold out this morning. This stays off until you want it: order changes come to you as a ticket for approval, and approving one carries out the same real edit whenever the agent has pinned down the exact replacement.

Your own FAQs and policies now live in one place, at /dashboard/knowledge, written in your words rather than scraped from a page. Every entry has a switch. Turn one off and the agent stops finding it straight away, without the text being deleted.

Your shop's own policy pages, FAQ pages and product catalogue are still pulled in separately, and each of those has its own switch under your store settings.

Entries are searched on meaning rather than on keywords, so a customer asking whether they can still send something back after three weeks gets your returns policy, even though neither of them used the word return.

The playground at /dashboard/playground lets you build a practice order, write the email you are dreading, and watch the agent handle it live: every step of its reasoning, every lookup it makes, and the reply it would have sent.

None of it is real. No refund reaches Shopify, no email reaches a customer, and the run does not come out of your monthly allowance. The playground keeps its own copy of your settings, so you can raise a refund limit, see exactly what changes, and leave your live configuration untouched.

Anything the agent decides not to settle alone now arrives at /dashboard/tickets with everything you need to judge it on one screen: the whole conversation, the order, what the agent proposes and why, and what this customer has asked for before.

Approve and, where the agent has pinned down exactly what to change, the action is carried out for real. Where the request was too open-ended for that, you are told so and finish it in the Shopify admin. Either way the customer hears from you, and so they do if you decline. Either way the reply joins the conversation that is already open, so it arrives in the same email thread instead of appearing out of nowhere.

When the agent agrees to refund in full against a return, the money no longer leaves on the customer's word that the parcel is on its way. The agreement is recorded, the return tracking number is watched, and the refund goes out the moment the carrier reports the parcel delivered to you. The customer gets the confirmation automatically.

What is still in flight is visible instead of being something you have to remember:

• A refund that fails at Shopify is flagged rather than quietly disappearing.
• Refunds already agreed are visible to the agent, so it cannot promise the same one again in a later email.