What can Hay.chat actually do in my Wix store?

Eleven actions. Search orders, get an order, and get its transactions. Check refundability and refund an order. Get, create, update, and delete fulfilments. Search products and get a product. Seven of those only read. The four that write are the refund and the three fulfilment actions, and you control which of them your agent is allowed to use.

Will it refund things without asking me?

Only within the limits you write into the playbook. Set a cap and Hay.chat refunds under it and escalates over it. Leave the refund action switched off entirely and it will look up orders and answer questions without ever touching money. Most shops start there and turn refunds on later.

What happens if my payment provider can't be refunded automatically?

Hay.chat checks first, using Wix's own refundability check, so it won't promise a customer money it can't move. If the provider doesn't support automatic refunds, Wix records the refund as handled externally so your order history stays accurate, and Hay.chat hands the conversation to you to complete the payment side manually.

Does this work with Wix Bookings or Wix Events?

Not today. The integration covers Wix Stores: orders, transactions, fulfilments, and the product catalogue. Bookings and Events use different Wix APIs that Hay.chat doesn't read yet. If you run one of those alongside a shop, tell us, because it affects what we build next.

Do I need to install anything in my Wix site?

No. There's no app to add to your site and nothing to embed in your Wix pages for the integration itself. It's an API key and a Site ID, entered in Hay.chat. If you also want the chat widget on your storefront, that's a separate embed you paste into your site's custom code.

Does the connection expire?

Wix API keys are long-lived, so once it's connected it keeps working until you revoke the key in Wix. No monthly reauthorisation, no token refresh to babysit. If you do revoke it, Hay.chat flags the integration as disconnected rather than failing quietly.

Can I use Wix alongside Stripe or a helpdesk?

Yes, and most shops do. Wix holds the order, Stripe may hold a payment taken outside the store, and your helpdesk holds the ticket history. Hay.chat reads across all of them in one conversation, so the customer doesn't have to know which system their answer lives in.

Is my data stored in the EU?

Yes. EU-hosted on DigitalOcean. Conversation data, customer records, and message logs sit in EU regions and are handled under GDPR. It's the default on every plan, not something gated behind an enterprise tier.

Wix AI chatbot that tracks, refunds, and closes the thread

Wix AI chatbot usually means a widget that recites your FAQ page and leaves you the ticket anyway. Hay.chat connects to your Wix Stores site, reads the actual order, checks whether it can be refunded, and refunds it. No dashboard, no copy-paste.

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Hay.chat

Online

My order was supposed to be two parcels but only the apron turned up. The mug set is missing.

@Wix · Get Order

Order #10428 · Stoneware Mug Set x1, Linen Apron x1 · paid 14 Mar · Wix Payments

@Wix · Get Order Fulfilments

2 fulfilments · Apron: delivered 18 Mar (An Post) · Mug Set: label created 15 Mar, no carrier scan since

You're right, and it's our end. The apron was delivered on the 18th, but the mug set only ever got a label. An Post never scanned it, so it hasn't actually left us. I can refund that half now or send a replacement out today. Which would you rather?

Refund please, I bought them for a birthday that's already been.

@Wix · Check Refundability

Order #10428 · Wix Payments · partial refund supported · max refundable €34.00

@Wix · Refund Order

€34.00 refunded to card ending 8812 · order history updated · fulfilment cancelled

Sorted. €34 is on its way back to the card ending 8812, usually 3 to 5 working days. Keep the apron, there's nothing to send back. Sorry it missed the birthday.

A missing parcel isn't a question. It's a job.

Most support AI treats "where is my order?" as a question to be answered. So it answers. It tells the customer to check their confirmation email, or offers a tracking page, or promises that someone will be in touch. The customer is exactly where they started, except now they've spent four minutes on it.

On Wix that gap is worse than most, because the person who has to pick up the slack is usually the person who runs the shop. There's no tier one. There's you, at nine at night, logging into the dashboard to look up an order number you've already been given twice.

Hay.chat goes into Wix Stores and does the work. It reads the order, reads the fulfilment, notices that a label was printed and never scanned, and says so. Then it refunds, if that's what the customer wants and your policy allows.

Wix Stores actions your agent can call

Read only: orders, payments, fulfilments, catalogue

Write: refunds and fulfilment updates

What a Wix chatbot can do that Wix Smart Chat can't

Wix retired AI Site Chat in March 2026 and replaced it with Smart Chat. It answers from what's already published on your site, which is genuinely useful for opening hours and returns windows. The limit shows up the moment a customer has a specific order in front of them.

A chatbot that reads your site content can tell someone your returns window is 30 days. It cannot tell them whether their parcel moved, because that answer isn't on a page anywhere. It's in your Wix Stores admin, behind a login, in an order record.

AI customer service for Wix stores

Hay.chat has the eleven Wix Stores actions listed above. It opens the order, reads the fulfilment and the last carrier scan, asks the payment provider whether a refund is possible, and issues it. The customer gets an answer about their order, not a link to a policy about orders in general.

A helpdesk for Wix stores, not just a widget

The conversations it can't finish don't evaporate. They become tickets with the lookups already done, routed to whoever handles them, alongside your email and WhatsApp threads in one place. That's the part a chat widget on its own has never covered.

How Hay.chat handles a Wix Stores conversation, step by step

Step 1: Understand

Customers rarely lead with an order number. They lead with "the blue one" and the week they bought it. Hay.chat reads the message for whatever it can use, an email address, a product name, a rough date, and works out whether this is a tracking question, a return, or someone asking if the large is back in stock.

Integration Hay.chat NLU

Step 2: Query

It searches your Wix store the way you would, by email or order number, then opens the order for items, totals, payment status, and fulfilment status. For a product question it goes to the catalogue instead and reads variants, price, and live stock.

Integration Wix · Search Orders, Get Order, Search Products, Get Product

Step 3: Validate

Before it commits to anything, Hay.chat checks two things. Your policy, written in plain English in the playbook, and Wix itself. Check Refundability asks the payment provider whether this order can actually be refunded, so nobody gets promised money that the provider won't release.

Integration Wix · Check Refundability, plus your playbook rules

Step 4: Act

Then it does the thing. Full or partial refunds through Refund Order. Tracking numbers added or corrected through Create and Update Fulfilment when a parcel goes out or a courier reference changes. The confirmation lands in the same conversation.

Integration Wix · Refund Order, Create Fulfilment, Update Fulfilment

Step 5: Escalate

Some things should reach you. A refund above the cap you set, a payment provider that Wix can't refund automatically, a customer who has asked twice and is getting shorter with each message. Those go to a person, with the order already open and every lookup already done.

Integration Zendesk · Create Ticket with Context

Your Wix dashboard is not a support tool. Stop using it as one.

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Connects to Wix Stores and the rest of your support stack

11 native Wix actions for orders, refunds, and fulfilment. Plus Stripe for the payments Wix doesn't hold, Zendesk for ticketing, and Klaviyo for the marketing profile behind the customer.

Wix

Stripe

Zendesk

Wix · 11 automated actions

Stripe · 27 actions

Zendesk · 51 actions

View all integrations →

Teach Hay.chat the parts of your shop that aren't in Wix

Upload your docs

Wix 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.

Returns policy Dispatch times Care instructions Made-to-order lead times

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 what Hay.chat learns from every Wix conversation

The dashboard below is filled with sample data so you can see the shape of the reporting. These are not customer results.

Sample data

76% auto-resolved

Auto-resolved 76% Handed to a human 24%

Escalation reasons

Payment provider can't be refunded automatically 38%

Refund above the cap set in the playbook 33%

Customer requested human agent 29%

Hay hands a conversation to a person below its confidence threshold, which defaults to 75% and is yours to move. Every decision it made on the way is in the log.

1,240

Monthly queries handled

1m 58s

Avg. resolution time

Order tracking

Top category

Query breakdown by type

Order tracking 36%

Returns & refunds 24%

Product questions 21%

Delivery problems 12%

Other 7%

Labels created but never scanned are the top hidden failure

Add playbook

A fulfilment exists, so the order looks shipped in the dashboard, but the courier never picked it up. Customers find these before you do. Hay.chat can spot the gap between label date and first scan and flag it.

Refundability varies by payment provider

Add playbook

Orders paid through some providers can't be refunded through the Wix API at all. Those conversations stall unless the playbook says what to do instead, so it's worth writing that line explicitly.

Stock questions cluster around single-variant products

Expand docs

Made-to-order and one-off items generate more pre-purchase questions than the rest of the catalogue combined. Lead times in the knowledge base do more work here than anything in the product description.

See how the Wix support playbook works

One playbook, written in plain English, deciding what Hay.chat does with a Wix order from the first message to the refund.

Back to list Playbooks Save Playbook

Wix · missing parcels & refunds

Playbook body @ for Actions/Documents / for blocks

If they haven't given an order number, ask for the email they ordered with. Once. Don't ask again later in the same conversation.

1 Open the order with Wix · Get Order and read what they actually bought before saying anything about it.

2 Then Wix · Get Order Fulfilments for the courier and the last scan. A label with no scan behind it means it never left us. Say that plainly, don't blame the courier.

3 Before you offer money back, run Wix · Check Refundability . If the provider can't refund automatically, offer a replacement instead and flag it for me.

4 Refund with Wix · Refund Order up to €75, inside the window in Returns policy . Anything larger, hand it over.

Made-to-order pieces have a four week lead time and that isn't a delay. Check the product before you apologise for one.

Details

Trigger 92/250

This playbook will be activated when customer says:
- My order hasn't arrived
- Only part of my order came

Define when this playbook should be activated

Channel

All channels

Status

Active

Assign Agents

Shop Agent

Available Actions

Type @ in the body to insert an action.

Wix Get Order
Wix Get Order Fulfilments
Wix Check Refundability
Wix Refund Order
+ 7 more in Wix Stores

Trigger
Written the way customers write. Say when the playbook fires using their words, not an intent label: "my order hasn't arrived". Nothing to train, no branches to draw.
1
Type @ to reach Wix. The body is a document. Type @ and pick Get Order, and Hay.chat pulls the items, the totals, and the payment status straight out of your store.
2
Chain the lookup that actually explains it. Get Order Fulfilments reads the courier, the tracking number, and the last scan. That's how a label with no scan behind it gets caught.
3
Check before you promise. Check Refundability asks the payment provider first. If the money can't move automatically, Hay.chat says so rather than committing you to a refund it can't make.
4
The cap is yours, and it's readable. A number you set, checked against your returns policy, before any refund goes through. Above it, the thread goes to a person with everything already looked up.

“But what if the AI refunds something it shouldn't?”

Refunds are the action people worry about, and they're right to. Four of the eleven Wix actions write to your store. The other seven only read. You decide which of the four your agent is allowed to use, and under what conditions.

A cap you set. Give the playbook a number. Under it, Hay.chat refunds and tells the customer. Over it, the thread goes to a person. The number sits in your playbook in plain language, where you can read it without asking anyone what it means.
Wix gets asked first. Check Refundability puts the question to the payment provider before anything is promised. If the provider can't refund automatically, Hay.chat says so instead of committing you to a refund it can't complete.
Testing mode before anything ships. Run Hay.chat in testing mode first. You see what it would have said and what it would have done, and you approve or reject each one, before a single customer sees it.
Every action is logged. What it checked, how confident it was, and why it acted. If a refund looks wrong a week later, the reasoning is still there to read.
EU data hosting. Conversation data sits in the EU on DigitalOcean. GDPR-aligned by default, on every plan.

Start it read-only if you'd rather. Plenty of shops run Hay.chat on lookups alone for the first few weeks, then switch the refund action on once they've watched it work.

Ready to stop logging into Wix to answer the same question?

Paste in an API key and your Site ID, point Hay.chat at your returns policy, and let it start closing conversations instead of forwarding them to you.

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Frequently Asked Questions

Two short steps, and neither needs a developer. For the chat widget itself, copy the embed code from Hay.chat and paste it into your site's custom code in the Wix editor. For the part that makes it useful, connect your store: in Wix, go to Settings and then API Keys, and create a key with four permission scopes, which are Stores - Orders (read and manage), Stores - Order Transactions or Order Billing for refunds, Stores - Order Fulfillments (manage), and Stores - Catalog (read). Paste that key into Hay.chat along with your Site ID, the long identifier in your Wix dashboard URL after /dashboard/. Hay.chat checks the key can read your orders and tells you exactly which permission is missing if something is off. Allow about half an hour end to end.