Everything Rebutdesk does, and what is still being built.

Case inbox

Everything about one buyer problem lives in one case, with a timeline that records who did what and when.

• Shared case inbox

  Open, assigned to me, unassigned, waiting on buyer, resolved and closed views for the whole team. Available now

• Case timeline

  Messages, notes, status changes and assignments in one ordered list, each with an exact timestamp. Available now

• Assignment and tags

  Hand a case to a teammate and tag it. Every change is written to the timeline. Available now

• Internal notes

  Notes sit between the buyer's messages and are never sent to the buyer. Available now

• Search

  Find a case by subject or case number. Available now

• Multiple stores

  Run several stores from one workspace, each with its own cases and settings. In development

• Quick replies, merge and split

  Saved replies, merging duplicate cases from the same buyer, and splitting a case that covers two problems. Planned

• SLA policies

  First-response and resolution targets with warnings before they are missed. PlannedCloud Growth and up

More on the support side on the helpdesk page.

Email and live chat

Buyers write wherever they like. Rebutdesk keeps the conversation in the same case when they switch channels.

• Email in

  A forwarding address, Cloudflare Email Routing or Amazon SES for incoming mail. Attachments are stored with the case. In development

• Email out from your domain

  Replies leave from your own address through Amazon SES or Cloudflare. Cloud plans include hosted sending. In development

• Live chat widget

  A small chat window for your store, with real-time delivery, an online indicator and unread badges. Try it in the corner of this page. Available now

• Verified buyer identity

  Pass a signed buyer ID from your store so chats from logged-in buyers attach to their history. Planned

• Offline chat to email

  If nobody is online, the chat continues by email in the same case. Planned

AI that drafts, people who decide

AI runs with your own API key on self-hosted installs, so there is no per-resolution fee. A person approves anything that commits the store.

• Reply drafts

  A draft based on the case timeline and your knowledge base, ready for an agent to edit and send. Planned

• Case summaries

  A short summary at the top of long cases, so whoever picks it up knows what happened. Planned

• AI first reply in chat

  The chat widget answers routine questions first and hands over to a person when the buyer asks or the answer is uncertain. Planned

• Commitment guardrail

  AI cannot promise a refund or replacement on its own. Promises need a person, because broken promises turn into chargebacks. Planned

Orders and promises

The order a buyer is talking about sits next to the conversation, and anything your team promises is tracked until it is done.

• Order sidebar

  Stripe and PayPal payments, refunds and shipping events for the buyer, next to the case. Planned

• Refunds from the case

  Start a full or partial refund without leaving the conversation. The refund lands on the timeline. Planned

• Commitments

  A refund or replacement promised to a buyer becomes a commitment with a due date and an owner. Planned

Chargebacks and disputes

Disputes arrive in the case where the buyer already talked to you, so the evidence is collected before the bank asks for it.

• Stripe and PayPal dispute sync

  Dispute webhooks open or join the buyer's case, with reason, amount and status. Available now

• Deadline countdown

  The response due date is on the case and in the inbox, with reminders before it passes. Available now

• Evidence timeline

  Pick the messages and notes that prove your side. They go into the evidence in the order they happened. Available now

• Evidence PDF

  One clean PDF with your statement, the buyer and payment details and the chosen timeline, kept under Stripe's 4.5 MB limit and Mastercard's 19-page limit. Available now

• Stage, review, submit

  Nothing goes to the bank without a person reviewing it. Stripe evidence can be staged first and submitted later. Available now

• Templates by reason code

  A checklist and starting text for each dispute reason, such as product not received or fraudulent. PlannedCloud Growth and up

• Win-rate reports

  Won, lost and pending disputes by reason, processor and store. PlannedCloud Growth and up

• More processors

  Authorize.net, NMI, Adyen, Checkout.com, Braintree and Square as paid plugins. Planned

See the full dispute workflow on the chargeback management page, or read how to respond to a Stripe dispute.

Platform and security

One codebase for self-hosted and cloud. You can read every line that touches your buyers' data.

• Open source, AGPL-3.0

  The helpdesk, live chat, AI drafting and the Stripe and PayPal dispute workflow are all in the open-source core. Available now

• Runs on Cloudflare

  Workers, Durable Objects, Queues and R2 with PostgreSQL through Hyperdrive. One Worker to deploy. Available now

• Sign-in options

  Cloud: Google, GitHub and email codes. Self-hosted: password plus Google, GitHub and Microsoft with your own OAuth apps. Available now

• Plugin SDK

  Payment processors, inbound channels, sidebar cards and actions are plugins with a typed interface. Available now

• Roles, API and webhooks

  Fine-grained roles, a public REST API and outgoing webhooks for your own automations. Planned

• SSO and audit log

  SAML and OIDC single sign-on and an audit log of every admin action. PlannedCloud Scale