The refund form that stops chargebacks before they start
Almost every card dispute begins with support that failed. Replyon gives your customers an official, fast and documented path for exchanges, refunds, cancellations and EU withdrawals — so they come to you, not to their bank.
Only the buyer can open it.
Why customers go to the bank
Emails go unanswered for days. The bank's dispute button is always one click away.
Requests get lost in threads. When a dispute comes, you have nothing organized to show.
The customer doesn't know the package is moving and assumes the worst.
The smart form fixes all three: a fast official channel, a document for every step and the live order status in front of the customer.
Six steps, zero spreadsheets
- 01CustomerOpens the link
Replyon's AI sends it when it senses dispute risk — or the customer finds it in your store footer. Only the buyer gets in: order number + checkout email.
- 02CustomerSees the order live
Before asking for anything, they see the real delivery status and tracking, straight from Shopify. Many 'where is my order' disputes end right here.
- 03CustomerChooses and confirms
Exchange, refund, cancellation, address change or EU withdrawal. They pick the items, give a reason and confirm in two steps.
- 04CustomerGets proof instantly
An email with reference number, date and time, plus the official PDF. The same link becomes a page to follow the request.
- 05YouDecide in one click
The request lands in your board. Drag it to In review, Approved or Declined — refund or cancel in Shopify automatically if you want.
- 06CustomerIs informed at every stage
Received, in review, approved or declined, plus any message you send. Everything is recorded in the audit trail.
Drag, decide, done
- ✓Board with Link sent, Awaiting decision, In review, Approved and Declined
- ✓Order, items, reason, live tracking and PDF in one side panel
- ✓Message the customer or leave internal notes without leaving the card
- ✓Optional automatic refund or cancellation in Shopify on approval
- ✓Search by order, email or reference and filter by type and period
An email at every stage
Sent from your own support address, in the customer's language, with a link to follow the request.
Proof, if a dispute ever comes
Every step is recorded with who did it and when — ready to answer a bank or a payment processor.
- 🔗Link sent by the AIOct 2, 09:14
- 👀Customer opened the formOct 2, 11:02
- 📨Refund requested — size too smallOct 2, 11:05
- 🔎Moved to review · AnaOct 2, 13:40
- ✅Approved · refund issued in ShopifyOct 2, 16:22
Ready for the EU withdrawal button
Since June 19, 2026, Directive (EU) 2023/2673 requires online sellers to offer consumers a simple way to withdraw from a purchase. Replyon's public page covers it out of the box.
“Withdraw from contract here” button on a public page you link in your store.
The customer confirms name, order and items being withdrawn.
A review screen with a “Confirm withdrawal” button before anything is sent.
Instant email with the content, date and time of the request, plus the PDF.
Replyon provides the tool; each store remains responsible for its own policies and legal obligations.
Questions
Does it replace my return policy?+
No. It is the channel customers use to exercise your policy. You decide every request; the form only collects, documents and notifies.
Who can open a request?+
Only the buyer: the public page asks for the order number and the email used at checkout. Links sent by the AI are unique and tied to one order.
Does it issue refunds by itself?+
Only if you turn on automatic refunds. Then approving a refund or withdrawal refunds the order in Shopify, and approving a cancellation cancels an unshipped order.
Which languages does it support?+
The customer form and emails follow the customer's language (English, Portuguese, Spanish and French today), and your dashboard follows yours.
Do I need it if I don't sell in Europe?+
The EU requirement is a bonus. The main job is avoiding chargebacks: a customer with an official, fast path rarely goes to the bank.
Turn angry emails into documented requests
The smart form is included in every plan, together with the AI support agent.