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Shopify Integration Setup

Connect your Shopify store to see customer and order data directly in support tickets.

What You Get

With Shopify connected:

  • Customer info: Name, email, total orders, spend
  • Order history: All orders with status
  • Order details: Items, shipping, tracking
  • Refund capability: Process refunds from Relay

Connecting Shopify

Step by Step

  1. Go to Settings → Integrations → Shopify
  2. Click Connect to Shopify
  3. Enter your Shopify store URL
  4. Click Install App
  5. Review permissions in Shopify
  6. Click Install to authorize
  7. Return to Relay

Required Permissions

Relay requests access to:

  • Customer information (read)
  • Order information (read)
  • Refund capability (write, optional)

Using Shopify Data

In Ticket Sidebar

When viewing a ticket from a Shopify customer:

┌─────────────────────────┐
│ 🛒 Shopify Customer     │
├─────────────────────────┤
│ Orders: 5               │
│ Total Spent: $847.50    │
│ Last Order: Dec 10      │
├─────────────────────────┤
│ Recent Orders:          │
│ • #1234 - $199 (Shipped)│
│ • #1198 - $149 (Delivered)
└─────────────────────────┘

Order Details

Click an order to see:

  • Items ordered
  • Shipping address
  • Tracking number
  • Order notes
  • Payment status

Customer Matching

Automatic Matching

Relay matches customers by:

  1. Email address (primary)
  2. Shopify customer ID

Manual Matching

If not auto-matched:

  1. Open customer profile
  2. Click Link Shopify
  3. Search for Shopify customer
  4. Confirm link

Syncing

Initial Sync

After connecting:

  • Customer data syncs within minutes
  • Order history imports
  • Future orders sync automatically

Sync Frequency

  • Orders: Real-time via webhooks
  • Customers: Hourly sync
  • Manual: Click "Sync Now" in settings

Processing Refunds

From Relay

If enabled, process refunds without leaving Relay:

  1. Open ticket with order context
  2. Click order number
  3. Click Refund
  4. Select items/amount
  5. Confirm refund
  6. Refund processed in Shopify

Refund Notifications

When refunds are processed:

  • Shopify handles customer notification
  • Activity logged in ticket

Troubleshooting

"Shopify data not showing"

  • Verify customer email matches
  • Check integration is connected
  • Allow time for sync

"Can't connect to Shopify"

  • Verify store URL is correct
  • Check Shopify permissions
  • Try reconnecting

"Orders not syncing"

  • Check webhook settings in Shopify
  • Verify Relay app is installed
  • Contact support if persistent

← Overview | Customer Sync →