Can the AI issue store credit?

In one situation: an order the carrier already sent back to you, where your own policy offers store credit and the customer accepts it. Every other money decision still stops at your team.

That narrow scope is the point. A returned parcel is the rare case where nothing is left to find out — the carrier scan says the goods are heading back to your warehouse, so the loss is established rather than suspected. Before this, the assistant would read your returned-order policy correctly, offer store credit, hear the customer say yes, and then hand the conversation to a person whose only remaining job was to type the same number into Shopify.

What has to be true

• Tracking for that parcel shows a return to sender, established by the assistant's own order lookup rather than by the customer's description of it.
• Your returned-order FAQ offers store credit as a resolution. Simple Chat reads your policy and never invents one.
• The customer accepts store credit in their own words, after the assistant offers it. A conditional or hypothetical reply doesn't count.
• Shopify store credit is enabled and the order has a customer account, because credit is held on an account.
• The order still has a refundable balance. Anything already refunded or credited blocks a second credit on the same order.

Miss one of those and the conversation goes to staff exactly as it did before.

Nothing new to configure

If you already enabled Replacement order, you have this. It is the alternative resolution for the same case, reached when a replacement is no use to that particular customer: they have moved, they have nowhere to receive mail, or they no longer want the item.

The amount is the order's full remaining balance, never a figure the assistant chooses, and it posts through Shopify's refund flow so the order's financial status stays accurate and Shopify emails the customer. Partial credits and refunds to the original payment method stay with your team.

The record you get

Every attempt writes a staff-only note into the conversation: the tracking evidence it relied on, the policy reason, the customer's exact words accepting the credit, the amount, and what Shopify answered. Failed attempts are logged the same way, and the assistant tells the customer nothing about a credit unless Shopify confirmed it.