Using Shopify actions in action flows

Before you can include external actions in your action flows, you must connect the action builder to the external system.

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Summary: ◀▼

Use Shopify actions in action flows to connect your support workflows to Shopify and pull in customer, order, product, refund, and policy data without leaving your ticket. You can search, look up, create, update, cancel, and refund records, which helps you handle orders, returns, and customer requests from one place.

By connecting the action builder to external systems, such as Shopify, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.

Note: The steps associated with external systems in action flows are referred to collectively as external actions.

This article contains the following topics:

• Connecting Shopify to action builder
• Using Shopify actions in action flows

Connecting Shopify to action builder

Before you can include external actions in your action flows, you must connect the action builder to the external system.

When connecting to external systems for use in action flows, the following best practices are recommended:

• All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it's a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.
• All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.
• When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.

To connect action builder to Shopify

1. In Admin Center, click Apps and integrations in the sidebar, then select Actions > Action flows.
2. Create or edit an action flow.
3. Open the step sidebar.
4. Under External actions, click Shopify.
5. Click Connect.
6. Use the Shopify OAuth system to authenticate the account.
   Note: All external actions performed by an action flow are attributed to the user who connected the external system. Therefore, it is a best practice to use a dedicated service account rather than personal credentials when connecting to each external system.

After you've connected to the system, you'll see an indicator that it's connected and details about the instance you're connected to, as well as the actions available for Shopify.

Using Shopify actions in action flows

Shopify action steps make it possible to automatically populate customer information and order details when handling tickets, cancel tickets, and issue refunds without leaving Zendesk.

The following Shopify actions are available:

• Search order
• Cancel order
• Create refund
• Lookup customer
• List customer orders
• Search customers
• Search orders by filter
• Create customer
• Update customer
• Lookup order
• Search products
• Create product
• Update product
• Lookup product
• Read return eligibility
• Read legal policies

Searching for an order

Use the Search order action to retrieve details of a Shopify order using an email address, order ID, or order date.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Query
Output	Array of orders with ID, name, note, total price, and currency.

Canceling an order

Use the Cancel order action to cancel the order in Shopify. When canceling an order, you can configure the action to also issue a refund, restock items, and notify the customer.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Order ID, Reason, Refund, Restock, Notify customer
Output	Success status and order ID

Creating a refund

Use the Create refund action to initiate a full refund process in Shopify. You can choose whether to notify customers.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Order ID Optional: Notes, Notify customer
Output	Refund details including refund ID, note, total refunded amount, and currency.

Looking up a customer

Use the Lookup customer action to retrieve full details for a Shopify customer by ID. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Customer ID Optional: Filter metafields by namespace, Include custom fields
Output	Customer details including ID, name, email, phone, addresses, order history, and custom fields.

Listing customer orders

Use the List customer orders action to retrieve all orders for a specific Shopify customer. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Customer ID Optional: Include custom fields, Include line items, Max results, Query, Reverse sort, Sort by
Output	Array of customer orders with full details, line items, and pagination info.

Searching customers

Use the Search customers action to search for customers in Shopify by email, name, or phone number. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Query Optional: Filter metafields by namespace, Include custom fields, Max results, Reverse sort, Sort by
Output	Array of customer matches with details and pagination info.

Searching orders by filter

Use the Search orders by filter action to search Shopify orders using a condition builder to filter by status, date, and more. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Optional: Filter conditions, Include custom fields, Include line items, Max results, Reverse sort, Sort by
Output	Array of orders matching the filter conditions with full details and pagination info.

Creating a customer

Use the Create customer action to create a new customer record in Shopify. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Email Optional: Address line 1, City, Country, First name, Last name, Note, Phone, Province/State, Tags, Tax exempt, ZIP/Postal code
Output	Created customer details including ID, email, name, phone, addresses, and custom fields

Updating a customer

Use the Update customer action to update an existing customer record in Shopify. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Customer ID Optional: Address line 1, City, Country, Email, First name, Last name, Note, Phone, Province/State, Tags, Tax exempt, ZIP/Postal code
Output	Updated customer details including ID, email, name, phone, addresses, and custom fields.

Looking up an order

Use the Lookup order action to retrieve a single Shopify order with its line items and custom fields. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Order ID Optional: Filter metafields by namespace, Include custom fields
Output	Order details including ID, status, totals, line items, customer, addresses, and custom fields.

Searching products

Use the Search products action to search for products in Shopify by title, vendor, tag, or other criteria. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Query Optional: Filter metafields by namespace, Include custom fields, Max results, Reverse sort, Sort by
Output	Array of product matches with variants, inventory, and pagination info.

Creating a product

Use the Create product action to create a new product listing in Shopify. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Title Optional: Description, Product type, Status, Tags, Vendor
Output	Created product details including ID, title, description, variants, inventory, and custom fields.

Updating a product

Use the Update product action to update an existing product listing in Shopify. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Product ID Optional: Description, Product type, Status, Tags, Vendor
Output	Updated product details including ID, title, description, variants, inventory, and custom fields.

Looking up a product

Use the Lookup product action to retrieve a single Shopify product with its variants and custom fields. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Product ID Optional: Filter metafields by namespace, Include custom fields
Output	Product details including ID, title, description, variants, inventory, and custom fields.

Reading return eligibility

Use the Read return eligibility action to check which line items in a Shopify order are eligible for return. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Required: Order ID
Output	Return eligibility status and array of returnable fulfillments with eligible line items and quantities.

Reading legal policies

Use the Read legal policies action to read the Shopify store legal policies including refund, privacy, and shipping. This action is in limited availability.

This action has the following inputs and outputs:

	Variables
Inputs	Optional: Policy type
Output	Array of store legal policies including type, title, URL, and content.