Magento AI support agent that finds the tracking and sorts out the refund
Hay.chat connects to your Magento store, looks up the tracking your customer is asking about and answers in the chat. Refunds and cancellations wait for you to approve them.
Hay.chat
Online
Magento Tracking
Output
Order #000001284 · shipped 29 Oct · UPS 1Z999AA10123456784
Magento Refund
Output
Sent for approval · €42.00 for 1 lamp · expires in 48 hours
What Hay.chat does in your Magento store
Hay.chat connects to your Magento store and does three things for your customers.
- Tracking: a customer asks where their order is and gets the tracking for it.
- Cancellations: Hay.chat cancels an order when the customer asks.
- Refunds: Hay.chat refunds an order when the customer asks and your rules allow it.
Refunds and cancellations wait for your approval by default. Magento has no coupon tool, so Hay.chat won't create discount codes there.
Can an AI agent check Magento orders and process refunds?
Yes. Hay.chat looks up the tracking for the customer's order in Magento and answers with it in the chat.
When a customer asks for a refund your rules allow, it prepares the refund and sends it to you to approve. Cancellations work the same way. If nobody approves within 48 hours, the conversation goes to a person on your team.
How does Hay.chat answer a Magento order question?
Step 1: Understand
Customers write "where's my order?", sometimes with an order number and often without one. Hay.chat works out what they're asking before it does anything.
Integration Hay.chat
See it answer a Magento order question
Try it free for 30 daysConnects to Magento and the rest of your support stack
Teach Hay.chat the parts of your shop that aren't in Magento
Upload your docs
Magento holds the orders. It doesn't hold your dispatch cut-off, your policy on gifts bought in November, or the fact that the ceramics are made to order. Drop those in as PDF, DOCX, or HTML, or point Hay.chat at your help pages.
Control what Hay.chat knows
Categorise documents, set visibility, and toggle which ones your agent can reach. Your supplier costs and your wholesale price list stay internal.
Keep it current
Change the dispatch cut-off in December and save. The next customer who asks gets the new answer, with no retraining step in between.
See how a Magento support playbook works
One playbook, written in plain language, deciding what Hay.chat does with a Magento order from the first message to the refund.
Magento · where is my order
If they haven't given an order number, ask once for the email they ordered with.
1
Look up the tracking with Tracking .
2 If there's no tracking yet, say so plainly and hand it over.
3
For a damaged item inside the window in Returns policy , send the refund for approval with Refund .
Never promise a delivery date the courier hasn't given.
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Trigger
Written the way customers write. Say when the playbook fires using their words, not an intent label: "where is my order?". Nothing to train, no branches to draw.
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1
Type @ to reach Magento. The body is a document. Type @, pick Tracking, and Hay.chat looks up the tracking in your store.
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2
Tracking from the order. The tracking comes from the order in Magento, so the customer gets what your store has.
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3
Refunds wait for you. Refunds and cancellations wait for your approval by default. If nobody approves within 48 hours, the conversation goes to a person on your team.
“But what if the AI refunds something it shouldn't?”
Refunds and cancellations are the actions people worry about, and fair enough, they move money. Refunds and cancellations wait for your approval by default.
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Refunds and cancellations wait for you. Refunds and cancellations wait for your approval by default. If nobody approves within 48 hours, the conversation goes to a person on your team. A workspace that saved its own approval settings keeps them.
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No discount codes. Magento has no coupon tool in Hay.chat, so it won't create discount codes in your store.
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Answers that state facts are checked in three stages. An answer that states a fact, like a tracking number, goes through three checks before the customer sees it.
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See where every answer came from. In the dashboard, each reply shows its source and every AI message shows a confidence score. Your playbooks keep a version history you can roll back.
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Any single conversation can be exported. Export a conversation as a PDF, a CSV or an evidence pack with file hashes, one conversation at a time. Handy if a refund ever turns into a dispute.
If nobody acts on a refund or cancellation within 48 hours, the conversation goes to your team, so nothing sits waiting.
What Hay.chat won't do in Magento
It won't create discount codes, because Magento has no coupon tool in Hay.chat. It won't make a change in your store that your playbook doesn't allow. Anything it can't do goes to a person on your team, with the conversation attached.
How do I connect Magento to Hay.chat?
You connect Magento from the Integrations page in your Hay.chat dashboard. The Magento setup guide has each step.