Using the Shopify integration in Support and Chat


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.


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Support

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Support customers must also have Chat to use this
integration.

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 article includes the following topics:


Viewing Shopify orders in Support and Chat
Refunding a Shopify order in Support
Cancelling a Shopify order in Support
Viewing Shopify profile and events in a ticket



Related articles:


Setting up the Shopify integration
for Support and Chat






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 in saved
tickets by matching the ticket requester's email address or phone number to
their Shopify order and account email address or phone number. The
integration doesn't display Shopify data in new tickets; the ticket must be
saved with a requester first to retrieve the requester's Shopify data.
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.

Note: If you see one or more Shopify order ID
fields on your ticket form, you can safely ignore them. These fields were
used in a legacy integration and will be removed in a future release.
To view Shopify orders

In Support or Chat, click the app sidebar. The Shopify app
displays order summary information and a list of orders by order
number.
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.
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

In the Support ticket editor, click Apps in the upper-right to
display the Shopify app in the sidebar.
In the Shopify app, select the accordion next to the order
number to view order details.
If the order has been unfulfilled, partially fulfilled, or
fulfilled, the order will display “Refund available”. Click View
order.
In the order payment details, click Refund order.
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




Click Review refund to review your refund.
Click Confirm refund to send the refund details to
Shopify, then click Close.
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

In the Support ticket editor, click Apps in the upper-right to
display the Shopify app in the ticket sidebar.
In the Shopify app, select the unfulfilled order, and click View
order.
In the order payment details, click Cancel order.
In the modal, select a reason for the fund in the Reason for
refund drop-down list.
Click Review cancellation to review your refund.
Click Confirm cancellation, then click Close.
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.


To view a Shopify profile in a ticket

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




To filter Shopify events in a ticket

In a ticket, in the upper-right of the screen, click the User icon
( ) in the context panel.
Open Interactions to view a list of events. By default all
user events appear in the interaction history.

To filter the events, click the filter icon ( ).
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



To clear the filter, click the refresh icon ( ).



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