--- title: "Set Up Shopify Integration" slug: "set-up-shopify-integration" description: "Learn how to connect Shopify to Gladly. See integration information here." updated: 2025-09-23T20:30:51Z published: 2025-09-23T20:30:51Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Set Up Shopify Integration | **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | ## Before you start Review the following information before you connect Shopify to Gladly. - Shopify integrates with Gladly via the Lookup Adaptor and connects to Gladly via the Shopify app store. - Make sure you have administrator access to your Shopify account. This is required to connect Shopify to Gladly via the app store. - While you can add multiple instances of Shopify through the Gladly UI, ensuring each instance has its own ORDER card requires additional configuration. See [Multiple Transaction Cards](https://help.gladly.com/developer-tutorials/docs/transactions#multiple-transaction-cards) to learn more. ## Connect Shopify to Gladly There are two ways to connect or manage Shopify in Gladly: 1. [Set up Shopify for the first time.](https://help.gladly.com/docs/set-up-shopify-integration#set-up-shopify-for-the-first-time) 2. [Edit an existing Shopify connection.](https://help.gladly.com/docs/set-up-shopify-integration#edit-an-existing-shopify-connection) > [!NOTE] > Connect to Sandbox or QA environments > > Follow these [instructions](https://help.gladly.com/docs/install-shopify-in-uat-or-sandbox-environment) to connect Shopify to UAT or Sandbox. ### Set up Shopify for the first time 1. From the [Apps](https://help.gladly.com/docs/add-new-integration) page, click **Add App > Shopify**. You'll be directed to set up the app directly from Shopify. 2. A pop-up window will ask you to authorize the connection between Shopify and Gladly. Click **Continue to Shopify,**which opens the page Gladly on the Shopify app store. 3. Click**Add App**. 4. Below Already a Customer, enter your Gladly URL, then click **Login**. ![Gladly offers a free trial and login option for existing customers.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Shopify-enter-domain-page.png) 5. You'll be taken back to Gladly with Shopify appearing on the Apps page. That's it! Shopify is connected to Gladly and will automatically sync order data from matching Customers. Unlinked Customers can be linked [manually](https://help.gladly.com/docs/link-customer-profile-to-an-external-integrated-system) if needed. ### Edit an existing Shopify connection Edit your Shopify settings to deactivate [Actions](https://help.gladly.com/docs/work-with-shopify-actions) or other Shopify-specific settings. From the [Apps](https://help.gladly.com/docs/add-new-integration) page, click **Add App > Shopify**. 1. From the **Add New Shopify App** page, enter the following information: - **Name –** Enter a name that will help you identify the Shopify instance. - **Shopify Base URL –**Enter the URL of your Shopify instance. - You must enter an "HTTPS" protocol. - **Shopify Access Token –** Enter the [Shopify Access Token](https://www.shopify.com/partners/blog/17056443-how-to-generate-a-shopify-api-token). - **Search Query Attributes –** There are two columns (Attribute, Label) required for Search Query Attributes. You can use *email/Email, phone/Phone Number,*and*order/Order Number*attributes. - If*order/Order Number attribute*is missing, add them manually to allow a [bas](https://help.gladly.com/docs/link-customer-profile-to-an-external-integrated-system)[ic lookup search](https://help.gladly.com/docs/link-customer-profile-to-an-external-integrated-system)using order numbers. Do note that [archived Shopify orders](https://help.shopify.com/en/manual/checkout-settings/order-processing#set-up-automatic-order-archiving) will not appear in a basic lookup search. - Don't change the Attribute column. - Click ![](https://connect.gladly.com/wp-content/uploads/2024/03/trash-icon.svg) to delete a search attribute you don't want to use. - **Search Results Attributes –** There are two columns (Attribute, Label) required for Search Results Attributes. The*email/Email, phone/Phone Number,*and*externalCustomerId/Shopify ID* attributes are the default attributes. Click Add an attribute to add a new attribute. - See [List of Search Query Attributes](https://help.gladly.com/docs/set-up-shopify-integration/#list-of-search-results-attributes) to see what attributes you can use. - **Auto-Linking Fields –** If a Customer Profile is not currently linked to a Shopify instance and if your Shopify instance responds with a unique profile with at least one [auto-linking](https://help.gladly.com/docs/automatically-link-customer-data) field match and no conflicts, Gladly will automatically link the profiles without any user intervention and populate the pulled information in the Customer Profile. - **Customer Email –** Check this box to activate auto-linking by matching email addresses. - **Phone Number –** Check this box to activate auto-linking by matching phone numbers. - **Overwrite Existing Values –** If activated and a Customer Profile is linked to a profile in Shopify, Gladly will [overwrite](https://help.gladly.com/docs/automatically-link-customer-data/#h-customer-profile-data-refreshes-automatically) the existing name, address, and editable custom attributes in the Customer Profile with data from Shopify. - **Actions –** If activated, allow Agents to perform actions — like cancel/refund orders — without leaving Gladly. Click [here](https://developer.gladly.com/tutorials/shopify_actions) for more information about Actions for Shopify. ![Settings for Shopify actions in Gladly, indicating actions are currently enabled.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/shopify-actions.png) - If **Actions** is activated, toggle which Actions your Agents can perform in Gladly without going to Shopify. ![Shopify actions available for agents, including refunding and editing orders.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/shopify-actions-toggle.png) - [Refund an order](https://help.gladly.com/docs/order-refund-discount-and-cancellation-through-shopify-actions) – Refund the full order amount. - [Create a discount code](https://help.gladly.com/docs/order-refund-discount-and-cancellation-through-shopify-actions#create-discount-code) – Create a one-time discount code. - [Cancel an order](https://help.gladly.com/docs/order-refund-discount-and-cancellation-through-shopify-actions#cancel-refund-order) – Cancel and refund the full order amount. - [Edit order tags](https://help.gladly.com/docs/shopify-order-detail-features#edit-tags) – Add and update an order's order category tag. - [Edit order notes](https://help.gladly.com/docs/update-shopify-order-notes) – Add and edit order notes. - **Display Options**– This section includes the “Show order details in shop currency” toggle. When enabled, Agents will see order amounts in the same currency the Customer paid in, rather than your store’s default currency. This ensures Agents have the same context as the Customer, making it easier to answer questions and process refunds accurately. ![Display options for Shopify currency settings with toggle for order details visibility.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Screenshot 2025-09-23 at 4.29.22 PM.png) 2. Click **Save App.** An error will appear if the required fields are not completed; they are highlighted in red. Complete the missing fields and click **Save App** again. ## List of Search Results Attributes Shopify allows a specific set of attributes to be pulled from Shopify and displayed in Gladly. ![Search results attributes including name, email, and Shopify ID for display.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/search-results-attribute-spotify.png) For the **Attribute** column, you can use: - name (default) - email (default) - externalCustomerId (default) - order - phone - address You can use any **Label** for each attribute that provides an Agent-friendly name for the attribute. For example, *phone* can be labeled as *Phone Number*. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/trash-icon.svg) to delete an attribute. If you use an attribute not listed above, the column still appears for Agents but will not be populated with any information. ## Multiple Shopify instances Repeat the process above for every Shopify instance you want to connect to Gladly.