Manage Shopify App in BoldDesk: Configure & View Orders
Once the Shopify app is installed, you can view customer and order information on the ticket, contact, and chat module, based on your configuration choices.
View Shopify information within BoldDesk
To view Shopify information in a ticket, follow the given steps:
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Open a ticket to view the details.
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Click the Apps button in the right sidebar and open the Shopify app.
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Click the Shopify tab to view the Stores tab.
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Select the desired store name to view its details.
BoldDesk allows you to connect multiple Shopify stores under a single BoldDesk account. Each store can have:
- Separate Portals: Create dedicated customer portals for each Shopify store to maintain brand identity and streamline support.
- Individual Live Chats: Configure unique live chat widgets for each store, ensuring personalized customer engagement.
- Independent Settings: Manage store-specific workflows, ticket routing, and automation rules without overlap.
This feature is ideal for businesses managing multiple brands or regional stores, providing a unified support experience while keeping operations distinct.
Order Cancellations
BoldDesk empowers Shopify users to initiate the cancel with refund process.
Orders can only be cancelled under the following conditions:
- When the customer has not made any payment for the order.
- 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:
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To open the Shopify app, locate and click on the Apps button in the right sidebar.
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Click the Shopify tab to view the Stores tab.
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Select the order from desired store to view its details.
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Click the “Cancel Order” button to initiate the cancellation process.
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Select the reason for cancellation.
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Choose the “Payment Refund Amount” if you wish to request a refund as part of the cancellation process.
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To notify the customer about the cancellation, select the option to “Send a notification to customer”.
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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.
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Click the Apps button in the right sidebar and open the Shopify app.
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Click the Shopify tab to view the Stores tab.
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Select the order from desired store to view its details.
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Click the “Refund Order” button to initiate the refund process.
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Select the number of items you wish to refund.
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Select “Shipping Refund” to reimburse the shipping fee.
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Select the “Restock item, add to inventory” if you wish to return the items to inventory.
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Select the “Send a notification to customer” if you want to notify the customer about the refund.
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Add the reason for refund.
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Click “Refund” to proceed with the refund.
Embedding BoldDesk Web Forms in Shopify
To embed BoldDesk web forms into your Shopify store, follow these steps to ensure a smooth integration that allows customers to submit support tickets directly from your storefront:
How to get the web form’s embed code
Create or Customize Your Web Form in BoldDesk
- Go to your BoldDesk Admin Panel.
- Navigate to Web Forms or Embeddable Widgets.
- Create a new form or customize an existing one.
- You can adjust fields, colors, branding, and even enable multilingual support.
- Copy the Embed Code.
Add the Embed Code to Your Shopify Store
In your Shopify page, please embed the code so that the form is added to your Shopify storefront.
Enable ticket fields and knowledge base (with public visibility) access within the widget for a richer support experience.
Permission for creating a web form
To create a new web form, you must enable the Manage settings permission located at Admin Module > Roles and permissions > Admin > Manage Settings.
FAQs
1. Why can’t I cancel an order?
Orders cannot be canceled if payment is made and items are shipped or fulfilled.
2. Do I need special permissions to create web forms?
Yes, the Manage Settings permission is required.
3. Is the Shopify integration available on all BoldDesk plans?
Yes, however; advanced features like multiple store support may require higher-tier plans.
