These actions change things in your store, so they come with extra safeguards. They are grouped so you decide how much your bot is allowed to do.

Create a Discount Code

The bot or an agent can create a unique coupon in real time for cart recovery, a VIP reward or a price match.

• Types: percentage, fixed amount or free shipping.
• The code is usable immediately at checkout, and you can set an expiry and a use limit.
• The bot confirms the type and value before it creates the code, and never creates one unless asked.

Grant Marketing access on the Magento integration. This action is in the cancellations and money group.

Add an Order Comment

Adds a note to an order, and can optionally change the order status. Use it to log a customer request after a support chat so your fulfillment team sees it in Magento. The bot confirms to the customer that the request was noted. This action is in the carts and comments group and needs Sales access.

Create a Refund

Issues a full or partial refund as a credit memo adjustment on an order, with an option to notify the customer.

• The bot confirms the order number and amount first, and only refunds when explicitly asked.
• The customer must be verified and signed in to their store account, and the order must be on that account. Otherwise the bot declines and offers a team member.
• You can see refunds already issued on an order with the order lookup actions.

Refunds are in the cancellations and money group and need Sales access.

Good Practice

• Start with discount codes limited to one use and a short expiry.
• Route large refunds to an agent with a workflow condition.
• Review the integration Activity Log after you switch these on, to see every write the bot made.

See How Magento Chat Actions Verify Your Customer for the verification step that comes before any of these.