Refunds are one of the most common and repetitive support tasks in ecommerce.
Customers want fast resolutions, but manually processing every request eats up time and resources. With Catana, your Shopify store can process refunds automatically using AI that speaks to customers and integrates directly with your store.
Why Automate Refund Processing
Manual refund workflows slow down your operations and frustrate customers.
They often require multiple steps:
- Verify the order
- Check policy eligibility
- Approve or deny the refund
- Update Shopify and notify the customer
Every one of those can be automated safely and accurately with AI.
By automating refunds, you can:
- Cut response times from hours to seconds
- Reduce support costs
- Ensure policy consistency
- Improve customer trust and satisfaction
How Catana Automates Shopify Refunds
1. Order Identification
When a customer calls or messages about a refund, Catana verifies their identity using their phone number, email, or order ID.
It pulls their order data directly from Shopify — no manual lookup required.
“I see your order for the black sneakers placed on November 2. Would you like to request a refund for that?”
2. Policy Validation
Catana checks your store’s refund policy automatically.
If the order is within the refund window and meets your conditions (unused, within 30 days, etc.), the AI approves the request.
“Your order is eligible for a refund. I’ll process that for you now.”
If not, it politely explains the reason.
“This item was purchased over 45 days ago, so it falls outside the refund window, but I can offer store credit instead.”
3. Refund Execution
Once approved, Catana triggers the refund through your Shopify backend.
“Your refund has been processed successfully. You’ll see the credit in your account within 3–5 business days.”
5. Reporting and Analytics
Every refund interaction is logged in your Catana Dashboard, where you can review transcripts, track refund rates, and measure automation savings.
Benefits of AI Refund Processing
- 24/7 automation: Refunds processed instantly, even outside business hours.
- Zero human error: AI enforces policy rules precisely.
- Reduced workload: Handle up to 80% of refund requests automatically.
- Consistent customer experience: Every refund handled the same way.
- Instant communication: Customers receive immediate confirmation.
Example Conversation
Customer: “I’d like to refund an order I made last week.”
Catana AI: “Sure! I found your order for the blue backpack placed on November 3. You’re within the 30-day return window, so I’ll process that now. You’ll get a confirmation email once the refund is complete.”
Customer: “Perfect, thank you.”
Catana AI: “You’re welcome! You should see the refund in your account within 3–5 days.”
How to Enable AI Refund Processing in Shopify
- Go to the Shopify App Store and search Catana.
- Click Add app to install Catana: AI Voice Agent for Shopify.
- Sign up or log in to your Catana account.
- Connect your store — Catana automatically syncs your products, orders, and refund policy.
- Turn on Refund Processing Automation in your dashboard.
Your AI can now receive refund requests via phone or chat and handle them automatically.
Final Thoughts
Refunds don’t need to be manual or time-consuming.
With Catana, your Shopify store can automate refund requests end-to-end — verifying orders, applying policies, and completing payments instantly.
Search Catana in the Shopify App Store to start automating refunds today.
