---
title: Reply to customers
description: 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

1. Open a `Waiting` conversation.
2. Read the message history and the `Details` panel. It can include the customer's email, a summary, and what they have already tried.
3. Type your message in the `Reply` box.
4. 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](/docs/integrations/shopify#handle-a-refund) for the full steps.