Manage Shopify App within BoldDesk

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:

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.