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ShopifyUpdated 2 months ago

Shopify is a complete e-commerce solution that allows you to sell your goods online.

How it works

By integrating Shopify 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.  "Where's my order?"- type of requests can easily be automated, using Shopify variables inside of macros.
  • Prioritize tickets based on customer data.

Gorgias is a customer service helpdesk built for Shopify stores. In this video, we will show you how to reply to customer requests easily and quickly:

Setup instructions

To connect your Shopify account to Gorgias:

  1. In Gorgias, go to Settings → All Apps → Shopify
  2. Click 'Add Shopify'.
  3. Once clicked, you will be redirected to the Shopify App store.

4. There you will be able to install the app on your store, which will send you to this screen:

5. If you already have a helpdesk, you should add your Gorgias domain in the input field (if it's not already filled in for you). After clicking 'Find My Account', you'll be redirected to your Gorgias helpdesk with the new Shopify integration added!

6. Otherwise, you can click the 'Create Your Account' button, which will redirect you to a page where you'll be able to create a new Gorgias 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 to a single Gorgias dashboard using the same process described above from incognito mode on your browser. This will initiate the log-in prompt, so you will be able to choose which store you want to connect.

After that, you have the option to do the following:

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:

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 notes
  • 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.
**Adding notes to the order is only possible when creating a new order.

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 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:

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!

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

Refund an order

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

Note: As you can see we have recently introduced a warning in cases where you are about to refund an Unfulfilled or Partially Fulfilled order. We noticed that in these situations it was not clear enough what amound will be refunded precisely, so we listened to your feedback and here's the final result!

Here, you can:

  • set quantities to refund
  • set shipping amount to refund (it will automatically be set to "0")
  • set custom refund amount
  • set the reason of the refund
  • restock items
  • notify the customer

However, while many refunds are also returns, not all of them are. You will notice that as of now, the quantity (QTY) field is always automatically set to "0" to avoid accidental returns instead of refunds, aligning with the default Shopify behaviour. 

If you want to process a refund and also process a return, you can simply set the QTY fields to the desired value before proceeding. 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.

As per our newest update, the Shipping amount will automatically be set to 0 when issuing refunds. 

Refunding orders with multiple transactions

As per our newest update, we allow you to refund orders that have had multiple transactions, with the following limitations:

- We can only refund orders that are coming from one payment gateway (ex. Credit Card 1). Orders that received payment from multiple methods cannot be refunded.

- Gift cards are not supported because they are considered a payment gateway in Shopify and are excluded from the total amount that can be refunded.

To elaborate further, these are the 3 scenarios that can occur:

1. Credit Card 1 + Gift Card : Only the credit card amount will be refunded

2. Credit Card 1 + Credit Card 2: Refund will not be possible

3. Credit Card 1 + Credit Card 1: Full refund will be available

Display the 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 contacted you, the cart won't be displayed until you receive another message and there's something inside the cart.

Edit order from Shopify

You can now edit orders from Shopify. This feature allows the agent to edit Shopify orders directly from the widget whether or not the order is fulfilled.

The Edit order action is not available for archived orders, orders placed more than 60 days ago, and orders placed in a different currency than your store’s currency.

Creating a draft order

You can create draft Shopify orders directly from your Gorgias dashboard. Simply navigate to a ticket with a customer, or if they don't have an existing ticket, open a new one for them.

1) You would click on "Create order" in the sidebar widget:

2) Choose the products, and add other details if needed, and then click on "Create draft order"

3) You will be prompted to send a message alongside the invoice to the customer. 

The draft orders also have their order number, usually starting with D indicating that it's a draft:

You can add product links or product cards directly from the ticket. The link redirects to the product page in Shopify and the customer can then add it to their cart.

Please bear in mind the product card is only available on chat. For other channels like Email or Social Media, customers will receive a Hyperlink to the product

Edit the shipping address

To edit a shipping address, click the Edit button under Shipping Address in the Shopify order widget.

  • Click the button opens a popup with all the fields required for an address, including phone numbers, province(when necessary) and ZIP codes, pre-filled with the shipping address set for the current order.
  • To edit the order, change any of these fields to the correct value and click the Save changes button.
  • You can also completely replace the current order address with any of the addresses saved in the customer’s Shopify profile. To do so, click Select another address, choose the right address, and then click the Save changes button.

Once submitted, the order’s address will be updated in Gorgias and in Shopify. If you don’t see the change immediately in the Gorgias widget, you’ll just need to refresh the page to see the most up-to-date values.

Customer and order editable tags lists

You have the possibility to edit customers and orders tags lists directly from your Shopify widget in Gorgias Helpdesk. Once your edition is over, all your tags will be synchronised with Shopify.

  • You can add / remove and move this field as you like in your Shopify widget. If you removed this field and want to re-add it, make sure to use the new type Editable List which is only available for the tag field in Shopify widget.

Please note that you cannot add the same tag twice.

To add the widget:

  1. Open the widget settings.
  2. Click over the 'Tags' variable on the right side of the screen.
  3. Select the option 'Editable List' from the drop-down menu and 'Submit'.
  4. Save the changes.

Here's a short video tutorial that you can follow along!

Customize your orders and customers using Suggested Shopify Tags

You can manage your Shopify customers and orders tags even better by using the existing tags provided from Shopify directly in the helpdesk. You can simply reuse an existing tag, or create a new tag only if it’s not already on the pre-populated list.

Additional features

You can customize the Shopify widget on the right sidebar further, until the information displayed is just what you need for your daily workflow.

To customize the fields that are displayed, please click on the little gear icon in the upper right corner of any ticket where the customer has some Shopify data. A widget settings page will then open up for you as shown below:

From here you can simply grab any piece of info found in the list on the left and then simply drag and drop it to the desired display place in the sidebar on the right. If you do this on any one of your tickets, all of the other tickets where the customer has Shopify data will start displaying the same field as well from then on.

You can also create custom redirection links in your Shopify widget! These make it possible to add redirection links at the top of every root widget in the right-hand ticket sidebar. Links can point to anything and open in a new tab. The link text and URL use the current templating system if you want to add dynamic stuff to it. More details in the video below:


In an effort to maximize your productivity and prioritize your feedback, we made some improvements on the Shopify widget experience.

From now on you can copy the Shopify order numbers in just one click!


Shopify FAQs can be found in this guide here.

Of course, our Support Team is also here to answer any questions that you may have about our native phone integration both via live chat and email at [email protected].

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