Installing And Configuring The Shopify App

The integration of Shopify with BoldDesk enhances the capabilities of support teams by providing easy access to data about customers and their orders.

Key features

The following are the key features of this integration.

1. Enhanced support for connecting multiple stores.
2. Seamless access and retrieval of comprehensive customer information.
3. Real-time access to a customer’s recent orders including item purchases, pricing, shipping charges, and discount details.
4. Comprehensive overviews of the customer’s entire order history.

Plan limit

Find the details of the store limits for each plan.

Create and Install Custom App in Shopify

1. Sign into your Shopify store.

2. Go to Settings -> Apps and sales channels.

3. Click the Develop apps.
   

   

4. Click on Create an App button.
   

   

5. Enter App name, choose App Developer, and click Create App.
   

   

6. Click on Configure Admin API Scopes.
   

   

7. Configuring the required Admin API Scopes (read_customers, read_orders, write_orders) and click Save.
   

   

8. Click the Install app.
   

   

9. Click on Reveal Token Once and Copy the Admin API access token.
   

   

Install and configure the Shopify app in BoldDesk

Follow the given steps to install the Shopify app:

1. Go to Admin menu > Marketplace.

2. Search and select the Shopify app.

3. Click Install to initiate the installation of the Shopify app.

   

4. Configure Account - Enter the store name, specify the subdomain for the store, and provide the access token (Token of Custom App is generated from your Shopify store).

   

5. Configure app permissions - The Shopify app’s visibility depends on role permissions and target modules.

   All agents: By selecting this option, you make the app accessible to all users, regardless of their role or permissions.
   Specific roles: Opting for this choice allows you to restrict the app’s visibility to users who hold specific roles or permissions within your organization.
   Target Modules: By selecting this option, you make the app visible in which module like ticket or contact.
   

   

Manage the Shopify store

How to connect with multiple stores

To add an additional Shopify store in the BoldDesk app, follow the given steps:

1. Click Admin menu > My Apps > Shopify > Edit to open the Shopify page.

2. Click Add Store.

   

Editing the details of a Shopify store

Follow the given steps to edit the details of a Shopify store

1. Click Admin menu > Marketplace > Shopify > Edit.

2. Click the Kebab icon under Action and select Edit to access the Edit Store page.

3. Modify the store details on the Edit store page.

4. Click Save.

   

Deleting a Shopify store

Follow the given steps to delete a Shopify store:

1. Click Admin menu > Marketplace > Shopify > Edit.

2. Click the kebab icon under Action and select Delete.

   

3. Click the Yes, Delete button in the confirmation dialog box to delete the Shopify Store.

   

Deactivating a Shopify store

Follow the given steps to deactivate a Shopify store:

1. Click Admin menu > Marketplace > Shopify> Edit.

2. Click the kebab icon under Action and select Deactivate.

   

3. Click the Yes, Deactivate button in the confirmation dialog to deactivate the Shopify store.

   

Activating a Shopify store

Follow the given steps to activate a Shopify store:

1. Click Admin menu > Marketplace > Shopify> Edit.

2. Click the kebab icon under Action and select Activate.

   

3. Click the Yes, Activate button in the confirmation dialog box to activate the Shopify store.

   

View Shopify information within BoldDesk

The Shopify information can be viewed from a ticket and contact in the BoldDesk after installing the Shopify app.
To view Shopify information in a ticket, follow the given steps:

1. Open a ticket to view the details.

2. Click the Apps button in the right sidebar and open the Shopify app.

3. Click the Shopify tab to view the Stores tab.

4. Select the desired store name to view its details.

   

Order Cancellations

BoldDesk empowers Shopify users to initiate the cancel with refund process.

Orders can only be cancelled under the following conditions:

1. When the customer has not made any payment for the order.
2. The items in the order have not been shipped or fulfilled.

Restrictions:
After a customer has made payment for their order and the items have been shipped or fulfilled, the option to cancel the order is disabled to avoid cancellations.

Follow the steps below to cancel an order:

1. To open the Shopify app, locate and click on the Apps button in the right sidebar.

2. Click the Shopify tab to view the Stores tab.

3. Select the order from desired store to view its details.

4. Click the “Cancel Order” button to initiate the cancellation process.

5. Select the reason for cancellation.

6. Choose the “Payment Refund Amount” if you wish to request a refund as part of the cancellation process.

7. To notify the customer about the cancellation, select the option to “Send a notification to customer”.

8. Click “Cancel Order” to proceed with the cancellation.

   

Order Refunds

BoldDesk facilitates the refund process for Shopify. If the customer has not made payment for the order, the refund order button is disabled since the amount is not refundable in such cases.

1. Click the Apps button in the right sidebar and open the Shopify app.

2. Click the Shopify tab to view the Stores tab.

3. Select the order from desired store to view its details.

4. Click the “Refund Order” button to initiate the refund process.

5. Select the number of items you wish to refund.

6. Select “Shipping Refund” to reimburse the shipping fee.

7. Select the “Restock item, add to inventory” if you wish to return the items to inventory.

8. Select the “Send a notification to customer” if you want to notify the customer about the refund.

9. Add the reason for refund.

10. Click “Refund” to proceed with the refund.