Workflow recipe: Canceling and refunding a Shopify order with auto assist

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Copilot

You must have the Copilot add-on to use this feature.

Auto assist, which is part of agent copilot, can suggest and partially automate actions that an agent can perform in Shopify. This saves agents time because they don’t have to leave the Zendesk Agent Workspace to take actions in Shopify in order to solve customer requests.

Currently, auto assist can suggest Shopify order lookups, cancellations, and refunds.

Note: This workflow recipe assumes you’ve already set up auto assist. See Turning on and configuring auto assist for details.

This workflow recipe contains the following topics:

• Example scenario
• Integrating Shopify with Zendesk
• Creating an order cancellation and refund procedure
• Testing your procedure

Related articles:

• Turning on and configuring auto assist
• Using auto assist to help agents solve tickets
• Explore recipe: Reporting on auto assist

Example scenario

Allowing auto assist to suggest actions in Shopify can save your agents time and help them resolve customer issues faster. Consider the following scenario:

1. On your Shopify storefront, a customer uses the Web Widget to start a conversation, saying they want to cancel an item from their order.
2. In the Agent Workspace, auto assist suggests to the agent working on the conversation that they ask the customer for their order number. The agent approves and sends auto assist’s suggestion.
3. The customer provides their order number.
4. Auto assist looks up the customer’s order in Shopify and returns the information for the agent. It suggests that the agent send a message to the customer with the order information, along with a clarifying question about which item the customer wants to cancel. The agent approves and sends auto assist’s suggestion.
5. The customer specifies which item they want to cancel.
6. Auto assist suggests to the agent that they cancel the item and refund the amount. The agent accepts the suggestion in the Agent Workspace, and auto assist automatically performs the item cancellation and refund in Shopify.

Integrating Shopify with Zendesk

To allow auto assist to suggest Shopify actions, you must first connect your Shopify storefront to your Zendesk account. Optionally, you can also add the Web Widget to your Shopify storefront.

For details on how to perform this setup, see Setting up the Shopify integration for Support and Chat.

Creating an order cancellation and refund procedure

Next, create a procedure that auto assist should use when a customer requests a cancellation and refund for their Shopify order. For step-by-step instructions, see Creating a procedure.

Procedures with actions should be simple and concrete. Write it as though you’re explaining the rules of (in this example) order cancellations to an agent. It should be a step-by-step flow of actions. You don’t need to explain actions or where auto assist should look for information. Auto assist will figure it out as long as the procedure covers all steps and edge cases, and the actions are supported.

Currently, auto assist supports the following actions and capabilities in Shopify:

• Looking up an order based on provided information
• Sharing order information, including a tracking link, with the customer
• Canceling and refunding the entire order
• Refunding selected items from an order
• Solving a ticket

Example of an order cancellation and refund procedure for auto assist

When a customer wants to cancel or refund items from their order:

1. Verify the customer’s identity by asking for their email address when placing the order and order number or customer last name.
2. If the order information does not match the customer provided information, tell the user that the details do not match.
3. Check if the order can be canceled: it should be unfulfilled or only partially fulfilled.
4. Ask the customer if they want to cancel the full order or just specific items. Gift cards cannot be canceled.
5. If the customer wants to cancel specific items or requests for this information, list out the items in this order: their descriptions, colors, and quantities.
6. After the customer selects to cancel the full order or just specific items, confirm with them if they really want to cancel the order.
7. Only unfulfilled items can be canceled. If the customer wants to cancel an item that has been shipped, offer a tracking number and/or shipment date for the shipment in question, and advise the customer to refund the item by sending it back with a filled form attached to the physical order.
8. Cancel the order and calculate refund costs. If the order is fully canceled, also refund the entire shipping costs.
9. Refund the customer.
10. Inform the customer that they will receive an email with the refund information and that they will receive the amount in 3-5 days in their account. Inform the customer of the refund amount.

Testing your procedure

You should always test your procedure before letting auto assist suggest replies or actions in a real-world setting. For testing guidelines, see Testing a procedure.