Documentation

Getting Hastedesk live on your store takes five steps. None of them are reversible actions you can't undo — take your time and use the test widget before going live.

Hastedesk answers directly from two sources: your knowledge base, and live data pulled from Shopify (orders, products, stock, discounts) at the moment it's needed. It never invents store-specific facts — if something isn't in either source, it says so and offers to connect a human instead of guessing.

Order actions are never handled in free text

The moment a customer wants to cancel, return, exchange, or change the shipping address on an order, the AI stops improvising. It hands off to a guided, button-only flow — the customer picks their item, reason, and any other detail from real buttons and forms, never by typing something the AI has to interpret. This is a deliberate safety design, not a limitation: free-text order actions are where prompt injection and wrong-item mistakes happen, so Hastedesk avoids that surface entirely.

Nothing starts without confirmation

Before any guided flow locks a customer in, Hastedesk shows exactly what it's about to start and asks for a plain Yes/No. The normal chat input stays live the whole time — if the AI guessed wrong, the customer can say so and keep talking instead of being stuck clicking through the wrong sequence.

Verification, every time

Before revealing order details or taking any action, Hastedesk verifies the customer against the order using their email and the order's shipping zip/postal code — two factors, matching how support teams verify ownership manually.

Escalation to a human

If the AI genuinely can't help, or the customer asks for a person, the conversation escalates — you get notified by email, and you can take over directly from Conversations in your dashboard. You can also assign specific conversations to team members if you've added reviewers.

• Order lookup & tracking — status, shipping address, and tracking link, once verified by email + zip.
• Order cancellation — the whole order, or specific items from a multi-item order, picked from real buttons. Choose Off, Require approval, or fully Automatic.
• Returns — a guided intake flow with reasons you configure, an optional return window, who pays return shipping, and photo evidence you can require per reason (e.g. mandatory for "Damaged or defective"). Always lands in Pending Actions for your review. Approving marks it reviewed and emails the customer — you still issue the refund and create any return label yourself.
• Exchanges — swap for a different size/variant, with live stock checked so it only ever offers what's actually in stock right now. Also always requires your approval, and approving doesn't ship anything — you send the replacement yourself.
• Shipping address changes — only offered while an order hasn't shipped yet, restricted to the countries your store actually ships to (read from your Shopify shipping zones), with a sanity check that the new zip actually matches the city/state entered.
• Product recommendations — relevant products shown as cards inline in the chat, pulled live from your catalog.
• Discount awareness — mentions active, relevant discount codes when it makes sense to.
• Knowledge base Q&A — policies, shipping info, FAQs, brand story, sizing — anything you've added or imported.
• Human handoff & team inbox — escalation, take-over, reviewer assignment, and email notifications when a customer needs a person.

Knowing what Hastedesk deliberately won't do is as important as knowing what it will.

• Nothing happens without your say-so, unless you turn Automatic on. Returns and exchanges always require manual approval — there is no automatic option for either, since a physical item is involved. Cancellations and address changes only act automatically if you've explicitly set that action to Automatic in Settings.
• Address validation matches Shopify's own checkout, not more. A zip/city mismatch is caught and blocked before submission, and the country is restricted to where you actually ship — but a fake street paired with a real, matching zip isn't verified to exist, the same way Shopify's own order editing doesn't catch that either.
• Once an order has shipped, Hastedesk can't cancel it or change its address. At that point it offers a return instead (if enabled) or a human agent.
• Order lookups cover recent orders. Hastedesk can only see roughly the last 60 days of orders — the window Shopify allows by default — so an older order may come back as "not found". Those customers can ask for a human agent.
• It only knows what's in your knowledge base and Shopify data. It won't fabricate pricing, policy details, or inventory it doesn't actually have access to — it says so and offers a human instead.
• Conversation limits apply per plan. Once you hit your monthly limit, conversations either stop (if overages are off) or continue at your configured per-conversation overage rate (if you've enabled it, with an optional cap).

Billing is handled entirely through Shopify once your store is connected — no separate card entry needed.

• Free — $0/mo, 50 AI conversations/month, chat widget, Shopify integration, knowledge base.
• Starter — $19/mo, 500 AI conversations/month, everything in Free plus smart escalation, team inbox, order cancellations, and analytics & insights.
• Pro — $39/mo, 3,000 AI conversations/month, everything in Starter with a lower overage rate.

Have a promo code from us or a partner? Apply it from the Billing page for a free multi-month Starter trial — no card needed until it ends.