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Using the Shopify integration in Support and Chat

Darren Chan
  • Edited
Zendesk Documentation Team

The Shopify integration app allows you to view Shopify orders for a storefront in a Support ticket or in Chat. You can also process refunds and cancellations for Shopify orders in a ticket, reducing the need to switch systems and provide faster customer service.

The Sunshine profiles and events feature provides a consolidated view of the customer by viewing Shopify events within the customer context interface and their Shopify profile in a ticket. This feature is available on Zendesk Suite plans or Legacy Support Enterprise Plans or above.

This article includes the following topics:

Related articles:

Viewing Shopify orders in Support and Chat

The Shopify app for a storefront is displayed in the app sidebar in Support and Chat. If it is not visible, you will need an admin to set it up for you. See Setting up the Shopify integration for Support and Chat for more information.

In Support, the integration retrieves Shopify data by matching the ticket requester’s email address or phone number to their Shopify order and account email address or phone number. In Chat, if a visitor provides an email address or phone number, it is matched to the corresponding details in Shopify to retrieve order information.

To view Shopify orders

  1. In Support or Chat, click the app sidebar. The Shopify app displays order summary information and a list of orders by order number.
  2. Click the accordion next to the order number to display order information including the order date and value, customer notes, payment status, fulfilment status, and shipment tracking numbers.

    The Support app also shows if the order can be cancelled or refunded. This feature is enabled in Admin Center.
  3. In the order, click Order details to view more details including line items, order notes, and payment breakdown.

If the Shopify app in Support or Chat does not load information, this can be caused by the ad blocker extension installed in your web browser. For information on how to resolve this issue, see Shopify app in Support and Chat is not displaying information.

Refunding a Shopify order in Support

A Shopify order can be refunded in the app for unfulfilled or fulfilled orders. Specific line items in an unfulfilled order can be refunded as well.

To refund a fulfilled order

  1. In the Support ticket editor, click Apps in the upper-right to display the Shopify app in the sidebar.
  2. In the Shopify app, select the accordion next to the order number to view order details.
  3. If the order has been unfulfilled, partially fulfilled, or fulfilled, the order will display “Refund available”. Click View order.
  4. In the order payment details, click Refund order.
  5. In the modal, configure the refund details for a full refund or partial refund:

    • Full refund - Click Full refund which selects all line items and shipping costs for refund, and returns all items to the stock inventory

    • Partial refund - Select the quantity in the drop-down list for each line item

    • Restock {x} items checkbox - Select the checkbox to return items to the stock inventory

    • Shipping checkbox - Select the checkbox to refund shipping costs
  6. Click Review refund to review your refund.
  7. Click Confirm refund to send the refund details to Shopify, then click Close.
  8. Click the refresh app icon in the ticket sidebar. The order status is updated under the order number.

When a refund has been completed, a 'shopify_refund' tag is automatically added to the ticket. Tags can be used create a view or a report for tracking these tickets. For more information, see Explore recipe: Reporting on refunds and cancellations with the Shopify integration.

Cancelling a Shopify order in Support

A Shopify order can be cancelled for unfulfilled orders in the app.

To cancel an unfulfilled order

  1. In the Support ticket editor, click Apps in the upper-right to display the Shopify app in the ticket sidebar.
  2. In the Shopify app, select the unfulfilled order, and click View order.
  3. In the order payment details, click Cancel order.
  4. In the modal, select a reason for the fund in the Reason for refund drop-down list.
  5. Click Review cancellation to review your refund.
  6. Click Confirm cancellation, then click Close.
  7. Click the refresh app icon in the ticket sidebar. The order status is updated under the order number.

When an order cancellation has been completed, a 'shopify_cancelled' tag is automatically added to the ticket. Tags can be used create a view or a report for tracking these tickets. For more information, see Explore recipe: Reporting on refunds and cancellations with the Shopify integration.

Viewing Shopify profile and events in a ticket

An admin can set up the Shopify profiles and events for Sunshine feature which enables you to view the history of Shopify events in the customer context interface. These events include the creation or modification of customer accounts, and actions performed to an order and during checkout. See Viewing customer context in a ticket for more information.

When the Shopify profile in Sunshine is enabled in Admin Center, you can also view the customer’s Shopify profile details in a ticket.

Note: These instructions apply to viewing customer context in the Zendesk Agent Workspace. If you don't have the Zendesk Agent Workspace enabled, see Viewing and editing customer context.

To view a Shopify profile in a ticket

  1. In a ticket, in the upper-right of the screen, click the User icon () in the context panel.
  2. Click the Profiles menu icon () and select the name of the Shopify connection.

To filter Shopify events in a ticket

  1. In a ticket, in the upper-right of the screen, click the User icon () in the context panel.
  2. Open Interactions to view a list of events.

    By default all user events appear in the interaction history.

  3. To filter the events, click the filter icon ().
  4. Select the events you want to view.

    You can view:
    • All events for all applications
    • All Shopify events
    • All Shopify events for a specific storefront
    • A specific type of event for a specific Shopify storefront
  5. To clear the filter, click the refresh icon ().
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8 Comments

  • Marcus | Merchworld

    Hi !

    1. If you have 6 different shopify stores connected, then you will end up with 6 side bar widgets.

    And you need to scroll to see if the user has a order from shop 3,4,5 & 6.

    2. If you collapse the shopify sidebar widgets, then im able to all without the need to scroll

    but no notice in collapsed mode if they user has an order in any shop.

    Will a fix be provided for this ?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Marcus | Merchworld,

    Thanks for the feedback about the sidebar apps.

    We don't currently plan to rationalise the seperate storefronts apps into a single app. I've captured your feedback as a feature request for the integration and will keep you updated if/when we decide to develop it.

    Thanks,

    David

    0
  • Phil Mocek
    • Edited

    A more restrictive option, presumably effective at making the Shopify panel work without whitelisting anything Zendesk might serve up, which I posted as a comment on the "Announcing the new Shopify integration for Support and Chat" post, is to add three rules, using uBlock Origin's Dynamic URL filtering, similar to these:

    example.zendesk.com https://example.zendesk.com/api/v2/tracking/support_user_properties xmlhttprequest allow
    example.zendesk.com https://example.zendesk.com/api/v2/tracking/subscription_properties xmlhttprequest allow
    example.zendesk.com https://example.zendesk.com/api/v2/tracking/support_group_properties xmlhttprequest allow
    1
  • Don Stefani

    When integrating the Shopify app into chat, the ability to do cancellations and refunds is not offered like it is in the support integration. In the order details in the chat sidebar Shopify app I am given this message "To refund orders from the sidebar app, enable the refunds and cancellations feature.Enable in Admin Center". But as I mentioned above, that can't be done.

    So it looks like I can't do refunds in chat - is that correct?

     

    Thanks,

    Don

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Don Stefani

    This is correct, we can't offer the refunds feature within the Chat sidebar. 

    Thanks for highlighting that this message is being shown in Chat, we'll get that taken out as its quite misleading.

    Thanks,

    David

     

    0
  • Don Stefani

    Thanks David,

    Great to see the a product manager handling questions like this.

    - Don

    0
  • cameron

    Is there any way to actively pull this data while using the Support Rest API? Gorgias allows you to pull this data from the ticket object, but Zendesk does not. I’m very interested in how I’d actually pull order information using the REST api without having to create a Shopify app myself. Thanks.

    0
  • Sean Bourke
    Zendesk Product Manager

    Hi cameron,

    The Shopify app in the sidebar will request the most up to date information from Shopify on-load, hence is not available via any Zendesk APIs.

    We recently announced the streaming of Shopify profiles and events via Sunshine. This enables you to create Zendesk customer profiles and stream specific Shopify events from Shopify to Zendesk in real time. As these are available via Sunshine, the information can be consumed via the Profiles API and the Events API.

    Thanks,

    Sean

    0

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