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The Shopify app for Freshdesk lets you support multiple stores to bring all your customer's order information in Shopify to your support helpdesk. The app fetches customer’s details from the connected Shopify stores and provides instant access to customer’s recent orders, payment status, shipping information right within Freshdesk. This gives you more context when dealing with customers' support tickets regarding their purchases.


With the Shopify app, you can perform the following tasks within your Freshdesk widget:

  • View customer’s current and past orders
  • View order status
  • Issue refund
  • Cancel order
  • View shipping information
  • Use canned responses specific to Shopify

In this article, you will learn:

How to install the app?

  • Log into your Freshdesk account.
  • On the top-right corner, click on the Marketplace icon.
  • You will find the Shopify app under Popular Apps. Alternatively, you can click on the Marketplace Apps option. to directly go to the Apps section, where you can search for Shopify. 
  • Click Install.
  • Enter your store name in Shopify. For example, if your store URL is redfox-shoes.myshopify.com, your store name is redfox-shoes.
  • Go to your Shopify store to obtain the OAuth Token.
  • Go to Apps in the left pane, and click on Apps and sales channels settings in the dropdown box that appears.
  • Click on Develop apps, then click Create an app, and allow all permissions.
  • Click on Create App, provide an app name, say Freshdesk app, and click on Create app.
  • Click on the Configure Admin API Scopes button.
  • Scroll down to the Customers section and check the box against read_customers.
  • Next, scroll down to the Orders section and check the boxes against write_orders and read_orders. 
  • Scroll down and click on Save to save your configurations. Return to the App Development page and click Install app for the API token. 
  • Once the installation is complete, you will be redirected to the API credentials tab. Here, choose to Reveal token once and then copy it.
Once you get the API token from Shopify, ensure to copy/paste it in one go; otherwise, you may have to uninstall and reinstall the Freshdesk app from Shopify to fetch it again.

 

  • Paste the API token generated into the Shopify OAuth Token field on Freshdesk, and click on Authenticate account. 
  • Your Shopify store will now be connected. You can further click on Connect Store to connect multiple stores to Freshdesk.

 

  • You can choose to disconnect a store at any point using the Disconnect option.
  • Use the Perform cancelation and refund from Freshdesk Support option to enable or disable the cancel and refund operations for your agents.
  • If you disable the option, your agents will not see the refund and cancel option in the Shopify widget.


If you cannot see your store in the list on Freshdesk, check your Shopify app to ensure it hasn’t been removed/uninstalled.
The Shopify app will be available for existing customers from 25 September 2023.
For customers setting up the Shopify integration for the first time, the updated app will be available from 27 September 2023.

How to use the Shopify app?

Once you have the Shopify app, you can quickly view the customer’s order details and manage your support tasks directly from Freshdesk without switching tabs.

  1. Go to the tickets page and click on any customer ticket. You can see the Shopify app on the right.
    Note: You can also view the Shopify widget from the contacts page when you click on each customer contact.
  2. Click on the app to see the customer’s current order details such as:
    • Order number
    • Purchase date
    • Order status (paid/unfulfilled)
    • Products purchased 
    • Shipping details
  3. To see the past orders, click on Show past orders.
  4. Click on the Shipping Information option to see the shipping details like shipping address, shipping date, carrier name, and tracking number. You can also click on the tracking number to view the details directly on the Carrier’s website.
    Note: If your customer's purchased items are not yet shipped, you will not see the shipping information.
  5. Alternatively, you can view all the order details directly on the Shopify website, using the View in Shopify link.

How to cancel orders?

With Shopify's advanced app integration, cancel and refund customer orders directly from Freshdesk and easily choose the cancelation reasons. However, you can cancel orders only if:

  • Your customers have not made the payment yet
  • Customers have made the payment, but the purchased items are not ready for shipping

In other cases, when the customer has made the payment and the order is shipped/fulfilled, you cannot cancel the order. So, the cancel option will be disabled.


To cancel orders:

  1. On the Shopify widget, click on the Cancel Order option.
  2. Select the reason for cancelation.
  3. You can choose to refund the amount to customers. Also, you can send a notification to your customers about the cancelation. 
  4. Finally, click Cancel order.

How to make refunds?

Shopify app allows you to process full or partial refunds based on your company policy; for example, exclude the shipping charges and refund just the balance.


To refund orders:

  1. On the Shopify widget, click on the Refund option.
  2. Select or change the quantity of the item for which you want to refund.
    You can also view the taxes, shipping charges, and discount applied to the purchased items. Based on this, you can choose to make a partial or full refund.
  3. Under Refund Preferences, you can:
    • Choose to restock the items back to inventory
    • Send a refund notification to the customer
  4. Alternatively, you can choose to manually enter the refund amount and select the reason for the refund.
  5. Select the reason for refund and click Refund.

How to use Shopify content placeholders in canned responses?


In addition to the existing dynamic content placeholders, you can now use Shopify-specific placeholders while creating canned responses. Your agents can then quickly use these canned responses to include the customer's last order details like order number or shipping status while responding to their order-related queries.


The list of Shopify specific content placeholders are:

  • Last order number
  • Last order date
  • Last order shipping carrier
  • Last order tracking number
  • Last order tracking URL
  • Last order shipping address
  • Last shipped date
  • Last order shipping status

For more details on each placeholder, read Understanding dynamic content and placeholders.


To add a Shopify-specific placeholder in canned response:

  1. On the Add canned response page, click Insert Placeholder.
  2. Click on the Shopify tab.
  3. Insert the placeholders you want to add.
  4. Choose the visibility for this canned response. You can choose to make this available to all agents, agents in a specific group, or to yourself.
  5. Click Save.

Now your agents can use this canned response in the ticket.



You can also embed a contact form and your solution articles onto Shopify using the help widget. You can read this solution article with step-by-step instructions on setting up the help widget on your Shopify site.

 

Integrate your Shopify store and your Freshdesk account to bring in order information of your customers in Shopify to your support. This will give you more context while dealing with support tickets raised by a customer regarding his purchases. For example, if a customer has raised a ticket about a recent order, you can see their current order in Shopify and its status, and their previous order information in the Shopify widget right next to his ticket. 


Quick guide to installing the Shopify app for Freshdesk



  • Login to your support portal as an administrator.
  • Click on Admin > Support Operations > Apps > Get More Apps 
  • Select Shopify and click on Install.
  • Enter your store name in Shopify. For example, if your store URL is saulsemporium.shopify.com, your store name is saulsemporium. 
  • Click Save to install the app.
After you integrate Shopify, you can see order information of customers who raised tickets in the contact page and tickets page view in Freshdesk. 


Shopify widget in Freshdesk customer page




Shopify widget in the Freshdesk ticket detailed view page



You will be able to go to the orders page in your Shopify directly from your support. You can also view the shipping and billing information and the status of the order in the widget.

 


You can also embed a contact form and your solution articles onto Shopify using the help widget. You can read this solution article with step-by-step instructions on setting up the help widget on your Shopify site.