Requests about orders: what the bot does on its own and what you approve
A return, a cancellation, a new address, a note or a re-sent confirmation — choose for each whether the bot does it, a colleague approves it, or it stays out of the chat, and what approval does in your store.
When a customer asks the store bot for something about an order — a return, a cancellation, a new address — the bot files a request. Your rules decide what happens next. The bot always proves the order first with its number and the e-mail it was placed with.
The rules
The card Действия по поръчки (Order actions) on a store bot's page. For each kind choose:
- Сам (On its own) — done straight away, no colleague. сам до (on its own up to) an order total is optional: above it the request waits for approval.
- С одобрение (With approval) — a colleague approves it in Чатове (Chats), and the approval carries it out.
- Не в чата (Not in the chat) — the bot offers a colleague instead.
| Kind | By default |
|---|---|
| Заявка за връщане / рекламация (Return / complaint request) | Сам |
| Бележка към поръчката (Note to the order) | Сам |
| Отказ на поръчка (Order cancellation) | С одобрение |
| Промяна на адрес за доставка (Delivery address change) | С одобрение |
| Повторно изпращане на потвърждение (Re-send the confirmation) | С одобрение |
| Купон за отстъпка (Discount coupon) | Не в чата — fixed: the chat never creates coupons; the VIP coupon is your own code in Skills |
| Възстановяване на сума (Refund) | Не в чата — fixed: money back is always a person's job |
Запази правилата (Save the rules).
Changes in your store
Изпълнение в магазина (Execution in the store) — off by default — lets Monfri change the order in your store itself: cancel an order not yet shipped, change the delivery address, add a note. Only an administrator switches it on (Включи), and it applies to the whole store.
- It works on WooCommerce stores today; on other platforms an approved request becomes work for a colleague.
- Monfri writes with the key CDP syncs your store with — nothing is installed in the store. The key needs Read/Write: Connect your online store.
- An order paid online is never cancelled from here — that needs a refund by a person.
- Every change leaves a note on the order in your store.
While it is off, an approved request becomes a ticket for a colleague.
Approve in Chats
A request waiting for you appears at the top of its conversation in Чатове as Чака одобрение (Waiting for approval), with the details and a check line:
- поръчката е доказана с номер и имейл (the order is proven with number and e-mail), or
- поръчката НЕ е доказана — проверете преди одобрение (the order is NOT proven — check before approving).
For an address change, correct the address fields if the bot misunderstood — without a street and a town the address in the store is not changed. Add Бележка към клиента (по желание) (A note to the customer, optional), then Одобри (Approve) or Отхвърли (Reject). Agents and administrators decide; observers only see.
What approval does
- The store — if Изпълнение в магазина is on, the platform supports it and the order is proven, the change is made there.
- A person — a ticket in Tickets whenever someone still has work: a return always, a re-sent confirmation always, a cancellation, address change or note when the store was not changed. If you chose a CRM project for tasks, a CRM task goes there too.
- The customer — hears the decision in the chat (and on Telegram) and gets an e-mail at the address on the order, never at an address typed in the chat.
A rejection tells the customer too, with your note. A request decided by your rules shows по правилата (by the rules).
At the top of the conversation, the last decisions show as chips: одобрена ✓ (approved), отхвърлена (rejected), изтекла без решение (expired), неуспешна (failed), with · в магазина: … (in the store: …), · тикет, · CRM.
If something doesn't work
Заявката е изтекла — след 7 дни без решение не може да се одобри.
(The request has expired.) A request waits 7 days. Contact the customer from the ticket or the conversation.
Заявката вече е решена от колега.
(A colleague already decided the request.) Reload the conversation.
в магазина: изпълнението е изключено
(In the store: execution is off.) Switch Изпълнение в магазина on, or carry out the ticket by hand.
в магазина: ключът е само за четене
(In the store: the key is read-only.) Give CDP's store connection a Read/Write key: Connect your online store.
в магазина: платена онлайн — върнете сумата ръчно
(In the store: paid online — refund it by hand.) Cancel and refund the order in your store yourself.
в магазина: вече е изпратена
(In the store: already shipped.) The order can no longer be cancelled or re-addressed; handle it as a return.
в магазина: адресът не е разпознат
(In the store: the address was not recognised.) The address fields were empty at approval, so the store was not changed. Change the address in the store by hand — the ticket has what the customer asked for.
The customer got no e-mail
The order was not proven with its number and e-mail, so there was no address the e-mail could safely go to. The decision is still in the chat.