Shopify support agent splits low-risk address edits from approval-gated refunds
decentBab · reddit · 2026-07-26
An AI support agent for Shopify stores split its action policy into two layers:
- Fully autonomous for low-risk, reversible actions like shipping address updates.
- Approval-gated for refunds, cancellations, discounts, gift cards, reships, and returns, where the agent proposes the action and the store owner must approve before Shopify mutates state.
The author argues the key design choice is consequence, not confidence: confidence scores do not reflect how costly an action is to undo. They also note the most interesting adversarial case was not prompt injection, but ordinary customers learning which wording tends to get a “yes.”
The product is Arbyn, and the author says it is live on Product Hunt today.
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