Using the Shopify integration in Support and Chat

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Support customers must also have Chat to use this
integration.</div>
</div>
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">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.</p>
This article includes the following topics:</div>
<div class="div">
<ul class="ul" id="shopify_using__ul_iwz_4qc_f4b">
<li class="li"><a class="xref" href="#topic_zs3_pqc_f4b">Viewing Shopify orders in Support and Chat</a></li>
<li class="li"><a class="xref" href="#topic_dmr_pqc_f4b">Refunding a Shopify order in Support</a></li>
<li class="li"><a class="xref" href="#topic_rnt_qqc_f4b">Cancelling a Shopify order in Support</a></li>
<li class="li"><a class="xref" href="#topic_zv4_5qc_f4b">Viewing Shopify profile and events in a ticket</a></li>
</ul>
</div>
<div class="div">
<p class="p" dir="ltr">Related articles:</p>
<div class="p">
<ul class="ul" id="shopify_using__ul_rzn_kqc_f4b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820093850" target="_blank">Setting up the Shopify integration
for Support and Chat</a></li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zs3_pqc_f4b">
<h2 class="title topictitle2" id="ariaid-title2">Viewing Shopify orders in Support and Chat </h2>
<div class="body">
<div class="p">
<div class="div">
<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820093850" target="_blank">Setting up the Shopify integration for
Support and Chat</a> for more information.</p>
<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr">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.</p>
<div class="note note" id="topic_zs3_pqc_f4b__note_imy_cyl_b1c">
<span class="notetitle">Note:</span> If you see one or more <strong class="ph b">Shopify order ID</strong>
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.</div>
<p class="p" dir="ltr"><strong class="ph b">To view Shopify orders</strong></p>
<ol class="ol" id="topic_zs3_pqc_f4b__ol_mbj_rrc_f4b">
<li class="li" dir="ltr">In Support or Chat, click the app sidebar. The Shopify app
displays order summary information and a list of orders by order
number.</li>
<li class="li" dir="ltr">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. <br><img class="image img-screenshot" id="topic_zs3_pqc_f4b__image_fb3_zcj_f4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/shopify_v3_app1.png" width="230"><br>
The Support app also shows if the order can be cancelled or refunded.
This feature is enabled in Admin Center. </li>
<li class="li">In the order, click <strong class="ph b">Order details </strong>to view more details including
line items, order notes, and payment breakdown. <br><img class="image img-screenshot" id="topic_zs3_pqc_f4b__image_at5_1dj_f4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/shopify_v3_app2.png" width="230"><br>
</li>
</ol>
</div>
</div>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825164058" target="_blank">Shopify app in Support and Chat is not displaying
information</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dmr_pqc_f4b">
<h2 class="title topictitle2" id="ariaid-title3">Refunding a Shopify order in Support </h2>
<div class="body">
<p class="p" dir="ltr">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.</p>
<div class="p">
<div class="div">
<p class="p" dir="ltr"><strong class="ph b">To refund a fulfilled order</strong></p>
<ol class="ol" id="topic_dmr_pqc_f4b__ol_sqp_ptc_f4b">
<li class="li" dir="ltr">In the Support ticket editor, click Apps in the upper-right to
display the Shopify app in the sidebar.</li>
<li class="li" dir="ltr">In the Shopify app, select the accordion next to the order
number to view order details.</li>
<li class="li" dir="ltr">If the order has been unfulfilled, partially fulfilled, or
fulfilled, the order will display “Refund available”. Click <strong class="ph b">View
order</strong>.</li>
<li class="li" dir="ltr">In the order payment details, click <strong class="ph b">Refund order</strong>.</li>
<li class="li" dir="ltr">In the modal, configure the refund details for a full refund
or partial refund:<ul class="ul" id="topic_dmr_pqc_f4b__ul_flg_xtc_f4b">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Full refund - Click <strong class="ph b">Full refund</strong> which
selects all line items and shipping costs for refund, and
returns all items to the stock inventory</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Partial refund - Select the quantity in the
drop-down list for each line item</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Restock {x} items checkbox</strong> - Select the
checkbox to return items to the stock inventory</p>
</li>
<li class="li" dir="ltr">
<div class="p" dir="ltr">
<strong class="ph b">Shipping checkbox</strong> - Select the checkbox to
refund shipping costs<br><img class="image img-screenshot" id="topic_dmr_pqc_f4b__image_ifq_ldj_f4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/shopify_v3_refund.png" width="500"><br>
</div>
</li>
</ul>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Review refund </strong>to review your refund.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Confirm refund</strong> to send the refund details to
Shopify, then click <strong class="ph b">Close</strong>. </li>
<li class="li" dir="ltr">Click the refresh app icon in the ticket sidebar. The order
status is updated under the order number.</li>
</ol>
</div>
</div>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835492634" target="_blank">Explore recipe: Reporting on refunds and cancellations with the
Shopify integration</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_rnt_qqc_f4b">
<h2 class="title topictitle2" id="ariaid-title4">Cancelling a Shopify order in Support </h2>
<div class="body">
<p class="p" dir="ltr">A Shopify order can be cancelled for unfulfilled orders in the app.</p>
<p class="p" dir="ltr"><strong class="ph b">To cancel an unfulfilled order</strong></p>
<ol class="ol" id="topic_rnt_qqc_f4b__ol_hl5_b5c_f4b">
<li class="li" dir="ltr">In the Support ticket editor, click <strong class="ph b">Apps</strong> in the upper-right to
display the Shopify app in the ticket sidebar.</li>
<li class="li" dir="ltr">In the Shopify app, select the unfulfilled order, and click <strong class="ph b">View
order</strong>.</li>
<li class="li" dir="ltr">In the order payment details, click <strong class="ph b">Cancel order</strong>.</li>
<li class="li" dir="ltr">In the modal, select a reason for the fund in the <strong class="ph b">Reason for
refund</strong> drop-down list.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Review cancellation</strong> to review your refund.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Confirm cancellation</strong>, then click <strong class="ph b">Close</strong>. </li>
<li class="li" dir="ltr">Click the refresh app icon in the ticket sidebar. The order status is
updated under the order number.</li>
</ol>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835492634" target="_blank">Explore recipe: Reporting on refunds and cancellations with the
Shopify integration</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zv4_5qc_f4b">
<h2 class="title topictitle2" id="ariaid-title5">Viewing Shopify profile and events in a ticket </h2>
<div class="body">
<div class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458-" target="_blank">Viewing customer context in a ticket</a> for
more information. <br><img class="image img-screenshot" id="topic_zv4_5qc_f4b__image_d1x_zdj_f4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/shopify_v3_customer_context3.png" width="230"><br>
</div>
<p class="p">When the Shopify profile in Sunshine is enabled in Admin Center, you can also view
the customer’s Shopify profile details in a ticket.</p>
<div class="p">
<div class="div">
<p class="p" dir="ltr"><strong class="ph b">To view a Shopify profile in a ticket</strong></p>
<ol class="ol" id="topic_zv4_5qc_f4b__ol_o34_l5c_f4b">
<li class="li" dir="ltr">In a ticket, in the upper-right of the screen, click the User
icon (<img class="image" id="topic_zv4_5qc_f4b__image_rdq_ptn_drb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png">) in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>.</li>
<li class="li" dir="ltr">Click the <strong class="ph b">Profiles</strong> menu icon (<img class="image" id="topic_zv4_5qc_f4b__image_afh_ttn_drb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/profiles_menu_icon.png">) and select the name of the Shopify
connection.<br><img class="image img-screenshot" id="topic_zv4_5qc_f4b__image_ebl_l2j_f4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/shopify_v3_profiles.png" width="250"><br>
</li>
</ol>
</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To filter Shopify events in a ticket</strong></p>
<ol class="ol" id="topic_zv4_5qc_f4b__ol_cs4_d5n_drb">
<li class="li" dir="ltr"> In a ticket, in the upper-right of the screen, click the User icon
(<img class="image" id="topic_zv4_5qc_f4b__image_ttj_f5n_drb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png">) in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>. </li>
<li class="li" dir="ltr"> Open <strong class="ph b">Interactions</strong> to view a list of events. <p class="p">By default all
user events appear in the interaction history.</p>
</li>
<li class="li" dir="ltr"> To filter the events, click the filter icon (<img class="image" id="topic_zv4_5qc_f4b__image_jfb_j5n_drb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/interactions_filter_icon.png">). </li>
<li class="li" dir="ltr"> Select the events you want to view. <br><img class="image img-screenshot" id="topic_zv4_5qc_f4b__image_gqx_n5n_drb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/shopify_v3_profiles_interactions.png" width="250"><br><div class="p">You can
view:<ul class="ul" id="topic_zv4_5qc_f4b__ul_ucj_cvn_drb">
<li class="li" dir="ltr">All events for all applications</li>
<li class="li" dir="ltr">All Shopify events</li>
<li class="li" dir="ltr">All Shopify events for a specific storefront</li>
<li class="li" dir="ltr">A specific type of event for a specific Shopify
storefront</li>
</ul>
</div>
</li>
<li class="li">To clear the filter, click the refresh icon (<img class="image" id="topic_zv4_5qc_f4b__image_b2j_fvn_drb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/interactions_refresh_icon.png">).</li>
</ol>
</div>
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