Capability 1
Order and billing record lookup
Replylume connects to your billing platform via read-only API and pulls the full order context before taking any action. This is the step that every support automation tool promises and most skip.
Instead of a static template response, the customer gets a reply that references their actual order number, amount, and eligibility status, fetched in real time.
- Connects to Stripe, Paddle, and billing APIs via read-only OAuth
- Fetches order status, amount, and refund eligibility in seconds
- Access scope is read-only unless action authorization is explicit
- No data stored beyond the resolution session window
Capability 2
Autonomous refund issuance
Once the order record confirms eligibility, Replylume triggers the refund through your billing API without human approval, within the limits you set. The customer gets a confirmation within seconds, not hours.
If a ticket falls outside your configured rules (amount over limit, account flagged, edge-case pattern), Replylume escalates it to a human, with full context already assembled.
- Configurable per-refund and monthly amount limits
- Automatic escalation for out-of-scope cases (not silent failure)
- Customer confirmation sent under 10 seconds
- Every issuance action written to the audit log
Capability 3
CRM write-back after every action
Every automated resolution leaves a structured CRM entry. Action type, order reference, amount, timestamp, and attribution to Replylume. Your team sees a complete picture of what happened overnight without logging anything manually.
- Writes to Salesforce, HubSpot, and standard CRM APIs
- Structured activity entry, not a freeform note
- No end-of-day manual logging for your team
- Write scope is restricted to activity log fields only
Decision Logic
When Replylume acts vs escalates
Every ticket goes through a three-path decision before any action is taken. Replylume never acts on ambiguous signals, only on confirmed eligible cases.