> Order Operations # Resolve exchanges, returns, and address changes from the conversation. Burbujita understands an exchange or return request, or a whole-order delivery-address change before shipment. It applies your policy, coordinates each step, and keeps the customer informed until the result is verified. **Start your 7-day trial** · **Talk to us** The trial lasts 7 days. Included credits match your selected plan: 200 with Takeoff, 1,600 with Orbit, or 4,000 with Infinity. You select a plan during trial setup. A payment method is required, and the selected plan renews automatically after the trial unless you cancel. Burbuxa works with current order and shipping data from Shopify, WooCommerce, Tiendanube, and VTEX when the store connection is ready. You choose the policy, approvals, and how each request is completed. _One intelligent flow_ ## Your rules. Your operations. One path from request to resolution. Order Operations turns a natural customer message into organized work with the right order, policy, evidence, approvals, deadline, and checked result. - Use the exact order, items, quantities, and current shipping status. - Apply your plain-language policy and non-negotiable rules consistently. - Automate routine cases and send exceptions to the right person with the full context. - Show the customer the current status, next action, deadline, and final result. _How it works_ ## From customer request to a checked result ### 01 — The customer asks The request starts in WhatsApp, Instagram, Messenger, or Email where the customer assistant is enabled. ### 02 — Burbujita finds the order It identifies the correct order, items, and quantities without exposing another customer's data. ### 03 — Collect what is missing The customer can provide a preferred replacement, new address, proof, confirmation, or verification code when required. ### 04 — Check the store policy Burbuxa applies the merchant's active policy, fixed limits, current order facts, and any required approval. ### 05 — Coordinate the operation Burbuxa follows the store connection, approved email or WhatsApp, warehouse checks, approvals, and team tasks in the required order. ### 06 — Verify before reporting success The result is checked against current store records, completion records, or required proof before the customer sees it as complete. ## Returns Turn the request into a guided return with the exact items, quantities, reason, evidence, destination, inspection, and approved refund or credit steps. - Exact items - Required proof - Checked final result ## Exchanges Coordinate the return and replacement together, including the shopper's choice, stock, price, payment, inspection, and final status. - Replacement choice - Stock and price checks - Return and replacement status ## Whole-order address changes before shipment Check the address with Google, ask the shopper to confirm an important correction, and change the whole order only before any item reaches the carrier. - Complete address check - Customer confirmation - Blocked after shipment starts ## Status and safe cancellation Let the shopper ask what is happening, what is needed next, and when it is due. A request can be cancelled before Burbuxa starts a step that cannot be undone. - Current status - Next action and deadline - Safe cancellation ## Merchant controls Write policy in plain language, preview and simulate changes, choose where approval matters, connect operational steps, and restore an earlier version when needed. - Policy versions - Approval and proof steps - Queue and history ## Pay for outcomes, not attempts. Burbuxa uses 30 credits only after it verifies the promised result, so cost follows completed customer work. _Autonomy that follows your business_ ## Delegate the work without giving up control. You define the policy, set the non-negotiable rules, and choose where your team approves. Burbujita applies that operating model consistently in every conversation. - Explain who can make a request, which proof is required, where returned items go, and who pays for shipping. - Set hard rules for time windows, shipment state, products, categories, values, and other conditions. - Choose automatic action, approval before action, warehouse verification, or a tracked task for physical work. - One verified completed operation uses 30 credits. Requests that are denied, cancelled, failed, expired, duplicated, unchanged, marked incomplete by your team, or unresolved do not use the operation fee. ## Connect the full service path - [Resolve customer issues](/en/customer-service) - [Customer-facing assistant](/en/agents/sales-cs) - [CRM and shared inbox](/en/crm) ## Frequently asked questions ### Which customer channels can start a request? The customer-facing assistant supports WhatsApp Business, Instagram, Facebook Messenger, and Email. The merchant must enable the assistant and Order Operations for the store. The dashboard chat for your team is not a customer request channel. ### How does Burbuxa carry out the operation? You connect the steps each case needs. These steps can use the store connection, approved email or WhatsApp, an approval, a warehouse check, or a task for your team. Routine cases move automatically. Other cases reach the right person with the context and deadline. ### Can a customer change the whole order's address after shipping starts? No. A whole-order delivery-address change is available only before shipment and is blocked after any item is shipped or handed to the carrier. ### When does Burbuxa charge for the operation? A verified completed operation uses 30 credits. Requests that are denied, cancelled, failed, expired, duplicated, unchanged, marked incomplete by your team, or unresolved are not charged. ## Turn every request into a clear next step. Give customers one traceable path from the first message to a verified exchange, return, or whole-order address change before shipment. **Start your 7-day trial** · **Talk to us**