I got tired of AI customer support tools hallucinating refunds, so I started building my own
Most AI customer support tools for Shopify stores feel like glorified chatbots.
They read an email and instantly generate a reply… but they don’t actually understand how an ecommerce business works.
They don’t know:
- your refund rules
- when to avoid chargebacks
- when to offer a replacement instead
- how your support team usually handles angry customers
- what actions are actually allowed
So I started building Repliva.
https://apps.shopify.com/repliva
The idea is simple:
Instead of:
Email → AI → Reply
Repliva works more like:
Email → Intent Analysis → Shopify Context → Store Policies → Decision Engine → AI Draft → Human Review
It connects to:
- Shopify
- Gmail
- subscriptions
- tracking data
- policies
- FAQ
- historical tickets
And the interesting part is the learning system.
If the operator edits the AI response, Repliva tries to understand WHY.
Example:
AI offers refund → operator changes to replacement.
The system learns:
“This store prefers replacements before refunds in delayed shipping cases.”
So over time every store becomes personalized.
One thing I’m trying very hard to avoid:
fake confidence.
If tracking data is limited, the AI is explicitly told:
“Do not claim the package is delayed/in transit unless verified.”
I’d rather have a safer AI than an overconfident chatbot hallucinating customer support decisions.
Still early, but I genuinely think ecommerce support needs more of a “decision engine” than just another AI writer.
Would love honest feedback from Shopify store owners or support teams:
- what would you NOT trust AI with?
- what would save your team the most time?
- what’s missing from current support tools?