Changelog
Every update to Arbyn, newest first. Features, improvements, fixes, and behind-the-scenes work, all in one place.
In rare cases, an email, Instagram, or Facebook Messenger reply could describe a product that does not exist, or link to a product page that leads nowhere. Those channels now check every product mention and every link against your real, published catalog before a reply goes out, exactly the same way chat already does, so a customer never receives a made-up product or a dead link.
When you replied to a customer by hand from the inbox, your reply could open as a brand new email thread instead of continuing the existing conversation, which was confusing for the customer. Manual replies now always land in the same thread as the rest of the conversation, the same as every other reply Arbyn sends.
Your business summary in the Knowledge Center could suggest indexing your catalog as a next step, even though catalog indexing happens automatically and is not something you need to do. The summary now describes your catalog's real status instead.
When a customer in the EU, EEA, or UK asked in chat whether they could return an order, Arbyn used your shop's return window as it was set, even where the law guarantees a longer one. So a customer still inside their legal return period could be told no if your window was shorter. Arbyn now always honors at least the statutory minimum for those regions when it answers a return question, while still using your own window wherever it is more generous. Customers outside those regions are unaffected, and so is the point where a return is actually created.
The refund action inside a conversation could look like it had gone through without the refund actually completing. This is fixed: refunds now complete correctly, and if you try to refund more than is left on an order, you get a clear message showing exactly how much is left to refund. Retrying the same refund safely returns the same result instead of risking a second one.
When Arbyn hit a guardrail while trying to complete an action for a customer (a refund, a cancellation, a discount) it could quietly hand the conversation to your team without ever telling you. You now get an email the moment that happens, so a stuck action never sits unnoticed in your inbox.
When a customer asked to change an address and it needed a closer look (an international shipment, an order that had already shipped, or details that did not check out), you were told, but the customer heard nothing back in chat. They now get a clear message that their request was received and handed to your team.
If you told Arbyn to only handle refunds, cancellations, address changes, returns, or discounts on a specific channel, such as email only, that restriction was not being enforced anywhere. It now is, everywhere Arbyn can act: Arbyn will not offer or apply an action on a channel you have not allowed it on.
If you set up an escalation rule based on an order's value, how many days since it was placed, or a return being requested on a final sale item, that rule could look active and never actually fire. All three now work. We also retired the refund cap trigger, since it protected against a setting Arbyn does not use; any rule you had built on it is preserved but marked inactive rather than deleted, so nothing of yours disappears without you seeing it.
When you set up a chat upsell, the discount menus now list only the discounts Arbyn can actually use in the conversation, the ones you have set to show in chat, that are active in Shopify, and that have not expired. Before, the menu could list discounts that would never apply. If none of your discounts are eligible yet, the menu now tells you and points you to turn on show in chat for a discount first.
If you renamed your support agent in Settings, Agent Identity, your storefront chat widget could still fall back to the default name. Now the widget uses the name you set, everywhere it appears.
Your storefront chat could show a generic greeting instead of your own welcome message, even though the customizer's preview looked right. Reopening "Change collections" to update your Discover picks could also silently clear your current choices instead of showing them already selected, so you could never end up with more than a couple. Both are fixed: your welcome message now shows correctly everywhere, and reopening the collections picker shows your current picks already checked so you can add to them without starting over. We also fixed an issue where clearing your welcome message, or a Terms or Privacy link, back to blank could fail to save.