Shopify

Updated 1 month ago by Samy Laumonier

Benefits of Shopify

Shopify is a complete eCommerce solution that allows you to sell your goods online.

With Gorgias, you can:

  • Perform Shopify actions from Gorgias such as refund, duplicate, create, and cancel order. No need to switch screens over and over again.
  • Display the customer profile and the last orders from Shopify when you receive a message.
  • Automate common questions with macros and workflows, thanks to message intent classification.  A "Where's my order?"- type of requests can easily be automated, using Shopify variables inside of macros.
  • Prioritize tickets based on customer data.

How to connect Shopify?

To connect your Shopify account to Gorgias:

  1. In Gorgias, click "Integrations," then click "Shopify"
  2. Click "Add Shopify"
  3. Log in with your Shopify account

Nice job! When a customer contacts you, you’ll see their profile and orders in the sidebar.

Multiple Shopify stores?

Connect multiple Shopify accounts using the same process described, this is something you can do with Gorgias:

  • Integrate all the support email addresses of each store, as well as their social media accounts, into one single account in Gorgias.
  • From there, you'd be able to create rules and macros that are specific for each store and gain a lot of time on support.
  • The email signatures are set per email integration so you can set up different signatures for each store - which might help as well.
  • Finally, if you want to add a live chat to each of the stores you manage and handle all the live chats from a single Gorgias account, this is possible as well.

Setting up your Gorgias account? These tutorial videos will get your help desk geared up in no time!

Shopify Actions

If you open any of your tickets where the customer has some Shopify data, you will notice a number of different possibilities concerning that data in the right ticket sidebar in Gorgias. From here, in just a few clicks, you can:

  1. Create a new order

In the right sidebar, in an existing Shopify customer's card, click on the button 'Create order':

Here, you can:

  • add existing products via the search input
  • add custom items
  • apply a discount on a line item (percentage or fixed amount)
  • change quantities
  • remove an item
  • add a note
  • add tags
  • apply a global discount (percentage or fixed amount)
  • add shipping
  • charge taxes (or not)

Then, you can choose to create the order as paid or pending. You can also choose to email the invoice to your customer. You can then type a custom message for your customer.

The invoice email is being sent from Shopify's end.

  1. Duplicate an order

In the right sidebar, click on the button "Duplicate" to open the "duplicate order" modal:

Here, you can:

  • add existing products via the search input
  • add custom items
  • apply a discount on a line item (percentage or fixed amount)
  • change quantities
  • remove an item
  • add a note
  • add tags
  • apply a global discount (percentage or fixed amount)
  • add shipping
  • charge taxes (or not)

Then, you can choose to create the order as paid or pending. You can also choose to email the invoice to your customer. You can then type a custom message for your customer:

By default, when you open the modal, you can see that:

  • we apply a 100% global discount
  • if there is a shipping line, we set its price to 0

    Furthermore, we now fetch the available shipping rates via the Shopify API, so that you can quickly add a shipping line, as you can see on this screenshot:

  1. Check remaining stock

In the 'Create order' and 'Duplicate order' Shopify actions, we display the number of products in stock as well:

  • When you search for a product (on the right)
  • In the order itself (in the new column: "In stock")
The stock data is updated in real-time!

  1. Cancel an order

In the right sidebar, click on the button 'Cancel' to open the 'cancel order' modal:

Here, you can:

  • set quantities to refund
  • set shipping amount to refund
  • set custom refund amount
  • set the reason of the cancellation
  • restock items
  • notify customer

  1. Refund an order

In the right sidebar of a ticket, click on the button 'Refund' to open the 'refund order' modal:

Here, you can:

  • set quantities to refund
  • set shipping amount to refund
  • set custom refund amount
  • set the reason of the refund
  • restock items
  • notify customer

    However, while many refunds are also returns, not all of them are. You will notice that you have the option to change the quantity (QTY) of the item that you are refunding for your customer before you complete the Refund action. If you don't want to process a return at the same time, simply change the QTY fields to 0 before hitting 'Refund' to complete the action.

If the quantity is set to anything else but 0, the action will trigger in Shopify as returning an item as well.

  1. Display customer's cart

Among other data we pull from Shopify, you are also able to check which exact items the customer has in their cart! The cart option will be visible if the customer reaches out via live chat integration. Please note that the integration needs to be added via a one-click installation as if the chat code is added manually to your website, the cart option will not be visible, as this is a default setup.

The cart is only updated when you receive a new customer message, so if the customer contacts you and adds something inside the cart you won't see the items until you receive another customers' message within chat. Furthermore, if the customer cart was empty at the moment they contact you, the cart won't be displayed until you receive another message and there's something inside the cart.

Frequently asked questions

  1. Once I update the shipping address directly in Shopify why it is not pulled to Gorgias?
    For now, Gorgias supports only subscriptions for "Order created; Order deleted; Order paid; Order partially fulfilled; Order updated" events. Unfortunately, Shopify sends shipping address updates events as "address updated", not as "order updated" so that is why you cannot see the change reflected in Gorgias as well.
    What can happen is that the updated address is pulled in this instance: Order created > Then you updated the shipping address > Then you marked the order as fulfilled > We got the "order updated" event because it was fulfilled and updated the whole order information in the Helpdesk.
  2. The customer order count is showing 16 orders, but I cannot see all of them in the customer's side-bar.
    This is because we display the 10 most recent orders in the customer's sidebar for now.


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