Reply to customers

Find waiting chats, send a reply, and close finished conversations.

Open Inbox in Rinhelp to see conversations that need your team and pending Shopify refund requests.

Find a conversation

Select the funnel button to choose a filter:

All shows waiting chats, chats your team has taken over, and open refund requests.
Closed shows finished chats and refunds.

Select a conversation to read its messages. Chats answered by Rinhelp appear here only after the visitor requests a person and submits contact details.

Send a reply

Open a Waiting conversation.
Read the message history and the Details panel. It can include the customer’s email, a summary, and what they have already tried.
Type your message in the Reply box.
Select Send.

Your first reply takes over the chat for your team. The chat now shows Live. If an earlier answer includes source links, select the source count below the answer to open them.

Close a finished chat

Select Close at the top of a live conversation when you have finished helping the customer. Find it again with the Closed filter.

Review a refund

Open the refund request and check the order, amount, reason, and requester. Approve and refund sends the refund to Shopify. Reject closes the request without refunding the order.

If the result is uncertain, select Check Shopify status before trying again. See Handle a refund for the full steps.