Documentation

Install and onboard

1. Install through Shopify and approve only the scopes displayed by Shopify.
2. In Shopify admin, open Settings → Checkout → Customize. In the Checkout and Accounts editor, use the page selector to choose Order status, select Add app block, add Resolve an order issue, place it in the main order-status section and save.
3. Complete a test checkout while signed in as a customer, then open that order from the customer account. Confirm the block displays the order and its eligible lines. ResolvePilot cannot infer placement or customer authentication from installation alone.
4. Open Policies and enter the store’s refund window, return window, product exclusions, final-sale exclusions and applicable legal escalation notes.
5. Keep Automations in Manual AI while controlled tests and team permissions are completed.
6. Open Settings to allow authenticated intake after placement, then open Diagnostics to verify Shopify, PostgreSQL, object storage, AI, email, malware scanning and queue status.

Reviewer-safe customer email

In review mode, outbound delivery accepts only a recipient read directly from a Shopify order marked as a test order on an approved Shopify development store. A reviewer may complete a test checkout with a reviewer-controlled email address, open the resulting managed case, generate a grounded draft and approve delivery. Typed recipient fields are never accepted, production orders remain blocked, and replies use the opaque case address shown only in the delivered message.

Resolve a case

1. Open the attention queue and select a case linked to a live Shopify order.
2. Review the source-grounded strategy and missing-evidence checklist.
3. Edit and approve any customer message.
4. Upload or collect evidence, review hashes and source labels, then authorise the permitted return, refund or dispute step.
5. Confirm Shopify readback and the immutable audit event.

Safety rules

Never upload secrets or unsupported evidence. ResolvePilot blocks an ordinary refund for an open chargeback, prevents duplicate webhooks and mutations, and requires a merchant decision for sensitive actions. Contact support@resolvepilot.fleeta.co.uk with a case ID—not customer data—when requesting help.

Shopify Payments dispute files

Shopify Developer Support confirmed in tickets 69472313 and 69460348 that no public GraphQL mutation currently creates a Shopify Payments dispute-file-upload object. ResolvePilot therefore uses Shopify's documented Admin REST 2026-07 dispute-file-upload endpoint solely to create and categorise a merchant-approved, scanned file. Narrative updates, final submission and exact dispute-evidence/file readback remain on the GraphQL Admin API. Shopify also confirmed that its 1/2/3 Test payment gateway cannot create a Shopify Payments dispute; reviewers may reference ticket 69472313 for that platform limitation.