What are Lookup Adaptor Actions?

Lookup Adaptor is a legacy integration model. Gladly’s App Platform has replaced this functionality.
Learn more about seamlessly integrating external systems with App Platform.

Actions allow developers to bring triggers/functionality to apps integrated with Gladly via the Lookup Adaptor, which would typically need to be done outside Gladly. It reduces the need for Agents to switch between Gladly and an external system/app to complete a task or activity.

Actions examples

Shopify OMS

Shopify's integration with Gladly is built and maintained by Gladly, making it an out-of-the-box integration. Actions were utilized to add the Shopify Actions triggers (presented as buttons in the Customer Profile) as part of the integration, which allows Agents to accomplish tasks in Gladly that is typically done in Shopify.

Options for managing orders including refund, cancel, and edit notes.

Refund an order – Refund the full order amount.
Create a discount code – Create a one-time discount code.
Cancel an order – Cancel and refund the full order amount.
Edit order tags – Add and update an order's order category tag.
Edit order notes – Add and edit order notes.

Just make sure Shopify Actions is activated on the Shopify configuration page.

Subscriptions

Suppose that you have a subscription-based model. Utilizing the Lookup Adaptor to bring the Subscription Card to the Customer Profile, you may add a way for Agents to cancel subscriptions without leaving Gladly using Actions.

Options for managing subscriptions, including the option to cancel subscription.

Custom OMS

If you're using an OMS that does not have an out-of-the-box integration with Gladly, you can still connect the OMS to Gladly as a Custom App by building a Lookup Adaptor. You can then use Actions to create any activities you want your Agents to be able to do in Gladly without going to your OMS.

List of actions for order management including canceling, refunding, and replacing items.

Make sure Actions is activated in the Custom App configuration page.

Set up Actions

Developers have complete control over Actions they want to bring to Gladly. While the type of Actions you can create depends on the external system you're planning to connect to Gladly via a Lookup Adaptor, you can imagine bringing Actions to Gladly like:

Resetting passwords
Generating codes
Canceling plans
Creating new accounts
Refunding orders
+ more

Visit the Actions tutorial to learn how to configure Actions for your Lookup Adaptor. For any apps that connect to Gladly using Actions, remember to activate Actions on the app's configuration page to display Actions in the Customer Profile.

Settings for actions in Gladly, indicating actions are currently enabled for agents.

Shopify Actions FAQs

Where can a customer learn more about what Shopify Actions do?

On our developer site at https://developer.gladly.com/tutorials/shopify_actions

Can I configure Gladly to only show some actions and not others?

You will be able to restrict permissions in Shopify to control what actions are displayed. If you do not enable the private app to have write_orders, you will not be able to see the cancel and refund order actions. If you do not enable the private app to have the write_price_rules, you will not see the discount code actions.

Does this work with multi-Shopify environments?

Yes. If you have multiple shopify instances configured, you'll see multiple discount code actions that have the Shopify instance name appended so you can differentiate between which instance to create the discount code in. Orders will look the same.

What permissions in Shopify are needed to enable an action?

See https://developer.gladly.com/tutorials/shopify_actions for more details.

Why don't I see the cancel action for an order?

Orders can only be cancelled if they have no fulfillments and are not already cancelled. See https://developer.gladly.com/tutorials/shopify_actions for more details.

When orders are cancelled, does this restock the products from the order?

No, when orders are cancelled through the Gladly action, nothing is restocked.

Why don't I see the refund action for an order?

You can only refund paid orders. See https://developer.gladly.com/tutorials/shopify_actions for more details.

Can I do a partial refund?

At the moment, Shopify Actions perform only full refunds. We're planning to make partial refunds available in late March 2020.

Can I limit discount codes to only be used by specific customers?

Not at the moment.

When is the start date for the discount codes created? Can I configure this?

The discount code starts immediately. We do not support configuring at the moment.

What config changes do I need to make to enable Shopify Actions for a customer?

actionsEnabled: true needs to be set in customer-lookup within connectorConfiguration. If multi-Shopify, include for each instance.

When I cancel & refund an order using Shopify Actions, will Shopify attempt to restock items?

No. See https://developer.gladly.com/tutorials/shopify_actions for more details.

If we cancel an order in gladly, how will it reflect who requested the cancellation in shopify on the audit timeline?

There’s a single Shopify private app that customers need to configure in Shopify to give Gladly access to Shopify APIs. They can control the name of this private app. The name they configure here shows in Shopify auditing.

Form for creating a private app with fields for app name and developer email.

So for example, if their private app is named “Gladly”, this is what shows

Order cancellation and refund details displayed in a user interface format.

If agents do not currently have permission to create discount codes in Shopify, will they be able to successfully create a discount code using Shopify Actions in Gladly?

Yes. Agent permissions in Shopify do not affect their permissions in Gladly. Shopify permissions given to the secret key used for integrating Gladly and Shopify will determine what actions agents can perform in Gladly.

Is it possible to enable "Cancel & Refund" or "Refund" but not both?

No. Both actions are controlled by the same permissions in Shopify. See https://developer.gladly.com/tutorials/shopify_actions for details.

Does "Refund" action refund the order and its shipping fee?

Yes, "Refund" action will instruct Shopify to issue a full refund including shipping fees.

Does "Refund" action refund order items or entire order?

"Refund" action will instruct Shopify to issue a full refund including shipping fees.

Do actions in Gladly work the same way as equivalent actions in Shopify? I want to make sure our data flows into SAP correctly, and we're capturing data in the same way as we would if performing actions in Shopify.

Yes. Gladly uses the Shopify API to perform the same actions you would perform in Shopify UI.

How do I issue a partial refund using Shopify Actions?

At the moment, Shopify Actions perform only full refunds. We're planning to make partial refunds available in late March 2020.

How would I refund just shipping fees for an order using Shopify Actions?

At the moment, Shopify Actions perform only full refunds. We're targeting to make partial refunds available in late March 2020.

Will an order cancellation completed in Shopify be visible in the customer timeline?

No. The customer timeline only shows orders cancelled via Shopify Actions in Gladly (vs. Shopify).