Review Shopify return requests with Autopilot

When your customers raise return requests, Shopify Return Eligibility Agent looks up the relevant Shopify order, checks its purchase date against the return window you configure, and lets your team know whether the request is eligible for a return.

This gives your team a consistent first review without switching between the ticket and Shopify or calculating the return window manually. Your support agents can use the eligibility result when deciding how to respond to the customer.

Before you start

Make sure your Help Desk account has:

• An account admin or staff role with the Autopilot permission.
• The Shopify integration set up and authorized for your Help Desk account.
• The categories where you handle Shopify return requests configured for the Shopify integration.
• Shopify order IDs included in return-request tickets in a consistent format.
• The ticket categories where this AI Agent should operate.
• The return window your team currently offers customers.

For additional integration checks, see Prepare connected app data for integration-backed AI Agents.

Hire Shopify Return Eligibility Agent

1. In the HappyFox Help Desk staff app, select Autopilot from the left sidebar.
2. On Home, search for Shopify Return Eligibility Agent.
3. Open the AI Agent and select Hire Agent.

Configure return eligibility review

1. Give your AI Agent a name.
2. Describe the return requests this AI Agent should review.
3. Choose the categories where your team handles Shopify return requests.
4. Select Supervised Mode if your team should review suggested work before it is applied. Choose Autopilot Mode only after your team has reviewed the AI Agent's results and is ready for automatic action.
5. Enter the Shopify order ID format used in your tickets.
6. In Return policy, enter the return window the AI Agent should use, such as Returns are eligible within 30 days of purchase.

Keep this setting focused on the return window. This AI Agent does not currently evaluate product exclusions or item-condition requirements.

1. Select Continue.
2. Confirm the categories, operating mode, Shopify order ID format, and return window, then select Deploy Agent.

What happens after deployment

The AI Agent appears under Autopilot > Hired Agents. When a return-request ticket matches one of the selected categories and contains a Shopify order ID in the configured format, the AI Agent looks up the order, compares its purchase date with your return window, and provides an eligibility result for your team.

After it processes matching tickets:

• Open Agent Activity Log to confirm that it ran and review its execution status.
• In Supervised Mode, review the suggested work from the ticket before applying or cancelling it.
• Open Hired Agents when you need to update the selected categories, order ID format, return window, or operating mode.

Troubleshooting

• The Shopify order is not found: Confirm that the Shopify integration is active, the relevant categories are configured for the integration, and the ticket uses the order ID format entered during setup.
• The AI Agent reviews the wrong tickets: Open Hired Agents and update the selected ticket categories.
• The eligibility result uses the wrong date range: Confirm the purchase date in Shopify and update the return window configured for the AI Agent.
• The AI Agent does not act automatically: Check whether it is in Supervised Mode and whether suggested work is waiting for review on the ticket.