Gladly's ShipStation integration shows the Customer's recent ShipStation shipments on the Gladly Customer Profile (status, ship date, ship-to address, items, payment and notes) and lets team members look up an order, its purchased labels and its mark-as-shipped fulfillments without leaving the Conversation. The app only reads from ShipStation; it never changes an order, a label or a shipment.
Key benefits
Answer "where is my order?" in the Conversation
Look up order returns the order's status, order and ship dates, requested service, ship-to address, items, payment and notes from ShipStation. Look up labels and Look up fulfillments return the tracking number, carrier and ship date, whether the label was bought in ShipStation or the order was marked as shipped by a 3PL.
See recent shipments on the profile
The ShipStation shipments card lists the shipments going to the customer's email address, newest first, as soon as the profile opens. A team member sees the status of each without asking for an order number.
Keep each customer's details with that customer
Look up order needs the customer's email as well as the order number, and shows an order only when it ships to that email. The card adds a note when a shipment's ship-to email is not the customer's, such as a gift. Look up fulfillments, which takes an order number alone, returns tracking but never an address.
Supported features
The ShipStation App Platform integration is available in the following areas of Gladly:
Gladly Team
The ShipStation shipments card is available on the Customer Profile, and three agent forms are available from the Conversation through Agent Actions. When a team member opens a Conversation, the app finds the customer's recent shipments in ShipStation by email address and shows them alongside the Conversation.
ShipStation is connected with a ShipStation API V2 key entered in Gladly Settings.
Gladly AI
All three lookups are available to Gladly AI, Team Assist and workflows, together with the shipments on the card. Administrators choose which actions team members and Gladly AI can use in Agent Actions.
Details
What data can you access
ShipStation shipments card
Order: the order number, status and ShipStation shipment ID
Dates and service: hold-until date, requested service, carrier, ship date and created date
Ship to: name and email, with a note when the email is not one of the customer's
Notes: buyer notes, internal notes, and whether the order is a gift, with the gift message
More details: the full ship-to address and phone, items with SKU, quantity and unit price, payment (total, paid, tax and shipping), and the store, source, warehouse and custom fields
Available actions
Look up order: by order number and the customer's email, with an optional store ID; returns status, dates, ship-to, items, payment and notes (agent form)
Look up labels: by shipment ID and/or tracking number; returns labels bought in ShipStation with tracking number and link, carrier, service, ship date and whether the label was voided or is a return label (agent form)
Look up fulfillments: by order number; returns mark-as-shipped and 3PL shipments with tracking number, carrier and ship date (agent form)
All three actions are read-only.
How does customer matching work?
The card matches on the email addresses on the Gladly Customer Profile.
ShipStation cannot search by email, so the app reads the account's 100 most recent shipments and shows up to 10 whose ship-to email is one of the customer's email addresses. A customer whose shipments are older than the account's 100 most recent sees an empty card; use Look up order instead.
To pin the card to one order instead, set the Gladly custom attribute shipstation_order_number on the profile to that order number, for example 1001. The app never writes this attribute.
Look up order needs both the order number and the customer's email. An order whose ship-to email is a different address reads as not found.
Key use cases
1. Answer "where is my order?"
Use case: A customer asks where their order is or when it will ship.
How it works: The team member reads the order's status and ship date on the card, or runs Look up order with the order number and the customer's email to see the requested service, items and ship-to address.
Business impact: Order status questions are answered from ShipStation without leaving the Conversation.
2. Share tracking
Use case: A customer asks for their tracking number.
How it works: Look up order returns the ShipStation shipment ID. The team member pastes it into Look up labels to get the tracking number and link for a label bought in ShipStation, or runs Look up fulfillments with the order number when a 3PL or the store marked the order as shipped.
Business impact: Team members find tracking for either shipping path without access to ShipStation.
3. Check a gift or a mismatched order
Use case: A shipment on the profile ships to someone else's email.
How it works: The card shows a note that the ship-to email is not the customer's. The team member confirms the customer's relationship to the order before sharing its details.
Business impact: Order details are shared only with the people they belong to.
4. Confirm what was ordered and paid
Use case: A customer says an item is missing or they were charged the wrong amount.
How it works: The team member opens More details on the card, or runs Look up order, to see each item with its SKU, quantity and price, and the order total, amount paid, tax and shipping.
Business impact: Team members resolve item and billing questions with the order record in front of them.