Can Hay.chat do Shopify returns and exchanges?
Hay.chat can open returns, exchanges and item swaps on Shopify orders. Any refund that comes with a return waits for your approval by default.
Returns#
A shopper who wants to send something back can ask in the chat, and Hay.chat can open a return on their Shopify order. Returns are one of the order actions Hay.chat has in Shopify, alongside order lookup, tracking, refunds, cancellations and changing a shipping address before dispatch.
Exchanges and item swaps#
Hay.chat can also handle exchanges and item swaps on Shopify orders. Both have been live since 29 October 2026. Like a return, the request starts in the chat.
Refunds that come with a return#
Some returns end in a refund. That refund waits for a person on your team to approve it by default, the same as any other refund. The return itself can be opened from the chat, but the money doesn't move until someone says yes. The refunds page covers how refund approval works and what happens if nobody answers. Like any action sent for approval, a refund your team declines still bills. See Billing and usage.