Shopify for Sidekick

Benefits

Time-Saving Automation

Let AI handle repetitive tasks like cancellations and refunds, eliminating the need to switch between platforms or manually process these actions. This automation allows Agents to focus on resolving more complex Customer inquiries faster.

Enhanced Agent Productivity

Centralized tools and AI-driven workflows reduce the burden of routine tasks, enabling Agents to dedicate more time to meaningful Customer interactions, boosting both efficiency and satisfaction.

Improved Accuracy and Compliance

AI-driven processes adhere to pre-defined guardrails for refunds and cancellations, minimizing human error, ensuring consistent operations, and maintaining compliance with policies.

Superior Customer Experience

AI delivers instant resolutions for routine tasks like cancellations and refunds, offering faster, seamless, and personalized support. Customers benefit from a smoother experience that saves time and builds trust and loyalty.

Available Actions

• Lookup Order by Order Number

  • Detailed Order Data

    Orders returned from Shopify can contain:

    • id

    • fulfillable — Whether there are line items that can be fulfilled

    • fulfillments count

    • fulfillments — A list of shipments for the order:

      • id

      • order number

      • name

      • email

      • created at: timestamp

      • updated at: timestamp

      • delivered at: timestamp

      • estimated delivery at: timestamp

      • in transit at: timestamp

      • display status: customer-facing status

      • status: status of the fulfillment

      • name: human-readable reference identifier for the fulfillment

      • origin address: The address at which the fulfillment occurred

      • requires shipping: Whether any of the line items require shipping

      • tracking info: Includes company, tracking number, and tracking URL

      • fulfillment line items: Includes ID, quantity, and original and discounted currency totals

    • currency

    • current subtotal price

    • current total discounts

    • current total tax

    • current total price

    • cancel reason

    • note

    • tags

    • created at timestamp

    • updated at timestamp

    • financial status

    • fulfillment status

    • billing address

    • shipping address

    • shipping lines — includes the id, carrier service, title, code, phone number, and source

    • order status url

    • line items — for each product variant:

      • id

      • name

      • price

      • product

      • quantity

      • sku

      • gift card (true or false)

      • total discount

      • variant id

      • variant title

      • vendor

    • transactions — a list of transactions associated with the order:

      • id

      • amount

      • currency

      • currency code

      • created at

      • kind

      • status

      • gateway

      • parent transaction — if nested

• Lookup Orders by Email Address

  • Returns a list of orders, including the detailed order data above

• Update an Order's Shipping Address

  • Update one or more fields in a shipping address

• Cancel an Order

  • Include a cancellation reason and an optional staff-facing note

  • Optional: Refund the Customer

  • Optional: Restock committed inventory

Example use cases

• Ask a Customer for an email address, pull associated Orders, and store this data for use elsewhere in Gladly. Direct the Customer experience flow based on existing Orders.

• A Customer contacts in with an Order Number, saying they want to cancel their Order. Gladly Sidekick looks up the Order, and evaluates cancellation eligibility based on when the Order was placed. Sidekick asks the Customer to verify part of their address, for security. Sidekick confirms this is a valid cancellation, cancels the Order, and informs the Customer when they can expect a refund.

Installation