Some actions are too important to leave entirely to an AI, even a well-informed one. A refund, a cancellation, an address change, a discount code, or an order edit can all touch real money or a real shipment, so you get to decide, per action type, whether Arbyn handles them on its own, needs your sign-off first, or shouldn't touch them at all. Whenever it needs your sign-off, the request lands in your Approvals queue instead of going anywhere near your customer.

Arbyn drafts exactly what it wants to do, ties it to the order and conversation it came from, and holds it for you to approve or decline. Nothing happens in Shopify and nothing is said to the customer until you decide. This is different from an escalated conversation, where Arbyn couldn't confidently handle the question at all. An approval means Arbyn IS confident, it just needs your signature before it flips the switch.

Approvals in your main navigation, with a live count badge whenever something is waiting. Items appear here the moment an action needs your sign-off, and the list refreshes automatically every few seconds while you have it open.

Why something is here. An action reaches your Approvals queue for one of a few reasons: you've set that action type to always require approval, you've allowed it to run automatically up to a cap and this particular request goes over that cap, or (for address changes specifically) Shopify's own order risk check flagged something worth a second look, even though you'd set address changes to run automatically. Each item tells you plainly which of these applies.

Reviewing a request. Click any row (or its View button) to open one focused view with everything you need: what Arbyn wants to do and why it's asking you, the order and its current status and total, a plain summary of what the customer asked for, the last few messages for context, and, for a refund or return, the amount, the items, and (for returns) Arbyn's own suggestion on whether to approve or take a closer look. If you want the full back and forth before deciding, you can open the whole conversation from the same view.

Approving. Approve and Decline live right inside that same view. Approving runs the real action in Shopify: a refund is issued, an address is updated, or a return is actioned, and only once that succeeds does the customer hear anything about it. If the request came in by email, the reply Arbyn had already drafted goes out. If it came from chat, Arbyn sends a short message in the same conversation letting the customer know it's done. Either way, you're never telling a customer something happened before it actually did.

Cancellations, discount codes, and order edits are still being built behind the scenes. Approving one of those today will tell you it couldn't be completed and hand the conversation back to you, so you can finish it yourself directly in Shopify. Refunds, address changes, and returns run for real the moment you approve them.

Declining. Declining discards Arbyn's draft reply and hands the whole conversation to your team to handle manually, so nothing pre-approved ever slips out by accident. You can add an internal note explaining why (it's for your own records, never shown to the customer directly), though it's optional.

A one-off override, refunds only. When you're looking at a refund, there's an optional disclosure to bypass your normal guardrails just for this single request, for example approving a refund above your usual cap, or letting this one run automatically going forward without changing your default settings. It's recorded in the audit trail and never changes your saved Guardrails configuration; it only affects the one action in front of you.

Filtering, sorting, and bulk actions. Search by customer or subject, filter by action type, confidence range, conversation status, or date, and sort by newest, oldest, or confidence. Your filters live in the page's address so you can bookmark or share a view, like "all refunds awaiting approval, sorted by lowest confidence first." Select several rows to approve or decline them together, or use "Approve high-confidence only" to clear everything above a threshold you choose in one pass, or "Approve same-conversation only" when your selection is all from one conversation. Bulk runs process one at a time with a brief pause between each, so nothing floods out faster than it should, and you get a summary toast when it's done. If a queue grows past a page, it paginates rather than silently cutting off, so you always know the full count you're working through.

What does the "Cap exceeded" badge mean? It means this specific request went over the automatic limit you configured for that action, so Arbyn held it for your review instead of running it on its own.

If I decline, does the customer hear anything from Arbyn? No. Declining discards the draft and hands the whole conversation to your team, so the next message the customer gets is whatever you or a teammate sends.

Can I approve a batch of similar requests at once? Yes. Select multiple rows and use Approve selected, or use "Approve high-confidence only" to clear everything above a threshold you set without reviewing each one individually.

Why did an address change land here even though I set address changes to run automatically? Shopify's own fraud and risk check on that order came back with something worth a second look (flagged, unassessed, or the check itself failed), so Arbyn held it for you rather than assuming the order is safe to edit.

Will approving a cancellation or discount code actually cancel the order or create the code? Not yet. Those two, along with order edits, are still being built. Approving one today tells you it couldn't complete and hands the conversation to you to finish manually in Shopify.