New features for the Shopify integration: Phone number lookup and Refunds & Cancellations improvements

We're excited to release some new features within the Shopify integration!

Phone number lookup

The Shopify sidebar app now uses the customer's phone number or email address from the ticketing system or live chat to retrieve Shopify data. If a customer calls or sends a text message, agents can view Shopify data in the app even if a phone number is the only identifier in Zendesk.

Refunds and cancellations ticket tagging

The integration now automatically tags tickets where a refund or cancellation has been actioned. Tags can be used for reporting to identify trends such as orders or customers with the highest number of refund requests.

See Setting up the Shopify integration for Support and Chat  for information on turning on the Refunds and Cancellations feature, and this recipe for reporting on refunds and cancellations with the Shopify integration within Explore.

Refunds for unfulfilled orders

Refunds can now be processed in the Shopify sidebar app for unfulfilled orders. If a customer wants to cancel items in an order before it's been dispatched, agents can now process a refund for these items without cancelling the entire order.

See Using the Shopify integration in Support and Chat to learn about using the refunds and cancellations feature.

Surfacing customer and order notes

After we launched the new integration in January, we received a lot of feedback about customer and order notes being hidden in the Shopify app. We've released an update to surface customer notes on the summary page and the order notes on the order details page. These notes will only appear if they are present in Shopify.