FixAll plansJul 30, 2026
Arbyn never tells a shopper a request was sent when it was not, in any language
Arbyn does not cancel, refund, return or re readdress an order by itself. It passes those requests to you. So the one thing it must never do is tell a shopper the request is filed when nothing was filed, and there is a guard that checks every reply for exactly that before it goes out.
That guard only understood English. A reply written in French, German, Spanish or Japanese could make the identical claim and pass straight through, which meant the protection your English speaking shoppers had did not exist for anyone else. It now reads the reply in whatever language it was written in, and it is careful about the difference between saying a request was sent and simply offering to send one or explaining how.
Two things changed in what the shopper actually reads. In email, a reply like that was already never sent, and that is unchanged. In chat, the reply used to reach the shopper anyway while the conversation was flagged for you, so you could see the warning while the shopper had already been told the wrong thing. Now the shopper gets a short honest line instead: a person has their request and there is nothing more they need to do. That is true, because the handoff really has happened. The original draft is kept in the conversation so you can see what Arbyn had been about to say.
FixAll plansJul 30, 2026
Broken feedback links now say which store they belong to
When a shopper taps the rating link in one of your emails and something is wrong with the link, for example it was clipped by a mail client or has aged out, they used to land on a page that named no store at all. A dead link is obviously an error. A real page that appears to belong to nobody, reached from an email the shopper believes came from you, is worse.
Those pages now carry your store name, including the page a shopper sees if they tap their link a second time after already rating. Where the store genuinely cannot be identified, the page falls back to neutral Arbyn branding rather than guessing.
We also gave these links their own signing key so that rotating your Shopify credentials can no longer quietly invalidate every rating link you have already sent. Links sent before that change keep working.
FixAll plansJul 29, 2026
Arbyn asks for an email instead of implying one was wrong
When a shopper asked about an order without having given an email, Arbyn refused correctly but explained itself badly. It said the email did not match the one on the order, even though the shopper had never provided an email at all. Nothing was ever revealed, but the wording described a check that had not happened, and a shopper who noticed would have been right to. Arbyn now tells the two situations apart. With no email yet, it simply asks for the one used when the order was placed. If a shopper has given an email and it genuinely does not match, it can still say so, because then it is true. The security behaviour is unchanged: an order is never shown until the email matches.
FixAll plansJul 29, 2026
A teammate is always told when Arbyn cannot answer
If Arbyn ever could not draft a reply at all, it sent the shopper a message saying a teammate would follow up. Two things then went wrong together. The conversation was marked as needing a human but without the details your escalation report filters on, so the one moment you most needed to see could not appear in it. And the handoff itself began by writing a summary, which failed for the same reason the reply had, taking the timeline note, your alert and the shopper confirmation down with it.
Both halves are fixed. The summary is now a nice to have that can fail on its own, and the handoff never does. A shopper who is promised a person now gets one.
FixAll plansJul 29, 2026
Your edits to customer emails now actually send
You can rewrite the subject and body of the emails Arbyn sends your customers. Saving those edits worked, and reading them back worked, but nothing connected the two, so the email that went out still used the original wording. Your edits now reach the customer, and the preview shows exactly what they will receive.