Shopify on App Platform Overview

The Shopify app connects your Shopify store to Gladly AI, so Customers can resolve everything order-related – from "Where's my order?" to refunds, cancellations, address changes, and replacement orders – in a direct Conversation with AI. You configure what Gladly AI can do through Guides; routine order requests reach resolution instantly, and your team stays focused on the Conversations that need a human.

This document covers the Shopify app that powers Gladly AI
This app does not add cards to the Customer Profile – for the Agent-facing Shopify integration in Gladly Team, see Connector Service app details within the Shopify Overview.

Benefits

Empower Customer Self-Service

Customers resolve their own order questions – tracking, cancellations, refunds, reorders – in a Conversation with Gladly AI, any time. Routine requests get instant resolution AND every answer draws on the Customer's real Shopify data, not what they remember.

Know Your Customer

Gladly AI matches the Customer to their Shopify account and starts the Conversation already knowing their recent orders, their status, and their history – so Customers aren't asked to dig up order numbers or repeat what they bought.

Make It Right in the Moment

Turn a damaged delivery into a devotion moment: your Guides can have Gladly AI create a $0 replacement order, issue store credit, or send a one-time discount code – while the Customer is still in the Conversation.

Let Customers Pay Securely Through Shopify

Gladly AI builds the order on the Customer's behalf and emails them a Shopify checkout link to pay. Prices can be locked when the order is a quote, and no payment details ever pass through the Conversation.

Design AI Workflows You Can Trust

Guides define exactly which actions Gladly AI can take and when. Refund amounts are previewed and confirmed with the Customer before they're issued, inventory is checked before a replacement is promised, and every change returns a clear result.

Example use cases

A Customer asks where their order is. Gladly AI finds the order and shares the shipment's tracking link and the carrier's current delivery estimate.
A Customer received a damaged item. Gladly AI previews a refund for just that item, confirms the amount with the Customer, and issues it – to store credit or the original payment method – or creates a $0 replacement order on the spot.
A Customer entered the wrong shipping address at checkout. Gladly AI updates the address before the order ships.
A Customer wants to reorder a past purchase. Gladly AI duplicates the original order into a draft and emails the Customer a checkout link to pay.
A Customer's order hasn't shipped and they've changed their mind. Gladly AI cancels the order and refunds the original payment method, or issues store credit instead.
A Customer had a frustrating experience. Gladly AI makes it right with a one-time discount code for their next purchase.

Available Actions

The Shopify app supports the following actions, grouped by what they help you do.

Find and understand orders

Look Up Orders by Email – Find a Customer's most recent orders by the email address used at checkout.
Look Up Order by Order Number – Find a single order by the order number the Customer sees on their order page (e.g. #1001).
Get Order Details – A deep dive into one order: every line item's lifecycle (ordered, shipped, refundable, removed), fulfillments with tracking and carrier delivery estimates, the delivery promise made at checkout, returns, refunds, the sales channel the order came from, and the delivery method the Customer chose.

Fix an order

Update Shipping Address – Change the shipping address on an order, with address validation and clear, field-level errors when something's off.
Cancel Order – Cancel an order with control over the refund (original payment method, store credit with an optional expiration, or no refund), inventory restocking, and Customer notification. Cancellation runs asynchronously in Shopify, so the companion Check Job Status action confirms when it completes.
Update Order Tags and Note – Update the tags and staff note on an order for categorization and follow-up.
Send Order Invoice – Email the Customer an invoice with a link to pay for an unpaid order.

Refund an order

Preview a Refund – See exactly what a refund will look like before issuing it – the whole order or specific items, with or without shipping, to the original payment method or store credit – so the amount can be confirmed with the Customer first.
Refund Order – Issue the previewed refund. Supports full and partial refunds, multiple payment methods on one order, and store credit with an optional expiration date.

Create a new or replacement order

Create Draft Order for Customer – Build an order on a Customer's behalf from catalog products and custom line items, with per-item and order-level discounts (a 100% discount creates a $0 replacement order), optional tax exemption, and the option to lock today's prices for quotes paid later.
Create Draft Order from Order – Duplicate an existing order into a new draft — ideal for reorders.
Update Draft Order – Update a draft order's contact email, phone, note, purchase order number, or shipping address before it's finalized.
Send Draft Order Invoice – Email the Customer a Shopify checkout link to pay for the draft themselves — the order is created once they pay.
Complete Draft Order – Convert the draft into a real order immediately. Payment is pending by default (collected later by invoice or payment terms), or the order can be marked as paid on completion.

Products, inventory and promotions

Get Product Inventory – Check live stock for products and variants – is it in stock, how many are left, and can the Customer buy it online – before promising a replacement or reorder.
Create One-Time Customer Discount – Issue a single-use, amount-off discount code for one specific Customer, applicable to the whole order or narrowed to specific collections, products, or variants.
Get Metafields – Retrieve the custom data (Metafields) your store attaches to products, orders, customers, and other Shopify resources.

Data pulls

What Data Is Available?

Data Pulls give Gladly AI a complete picture of each Customer, including:

Name, email, and phone, with email and SMS marketing consent
Lifetime spend, total order count, and how long they've been a Customer
Tags and staff notes from Shopify
Default and saved addresses
Their most recent orders – order number, financial and fulfillment status, totals (subtotal, discounts, tax, and total), line items with product, variant, and price detail, shipping address and delivery method, and a link to the order status page
Metafields – the custom data your store attaches to customers and orders, available for use in Rules

This is the context Gladly AI starts every order Session with – so its answers reflect what's actually in your store, and Customers aren't asked for information Shopify already has. The pulled data also feeds Rules, so Conversations can be routed and classified on Shopify data.

The Shopify app doesn't display this data to Agents
This Shopify app powers Gladly AI Sessions and Rules – it has no Customer Profile cards.

By default, the 40 most recent orders are retrieved per Customer
Administrators can change this limit in the app's configuration.

How Does Customer Matching Work?

Shopify finds the right Customer by matching data from their Customer Profile:

Any of the Customer's email addresses (exact match)
If the Profile has no email address, any of the Customer's phone numbers (exact match)
If exactly one Shopify Customer matches, you'll see their profile and orders. If no Customer or more than one Customer matches, no data is returned by the Data Pull.

Order lookups by order number or email can retrieve any order in your store
For security and privacy, verify the Customer's identity – for example by confirming their ZIP code or phone number – before sharing order details or making changes.

Shopify app toolkit

Who maintains the integration

The Shopify integration is built and maintained by Gladly.

How the integration works

The Shopify app integrates with the Shopify platform via its Admin GraphQL API. This allows Gladly to perform queries (like retrieving Customers and orders) and mutations (like issuing a refund or cancelling an order). Operations are pinned to the newest stable Shopify Admin API version.

Authentication is handled via OAuth 2.0: an Administrator authorizes the app against your Shopify store, and Gladly acts within the permissions granted – covering orders, customers, draft orders, refunds, store credit, discounts, and inventory.

Setup and installation

Before You Start

You will need the following to proceed with the app installation:

A Shopify store, and a Shopify user with permission to approve the app's access.
Gladly AI with Guides enabled on your Gladly instance.
Administrator or Team Manager role in Gladly.
Contact Gladly Support to add the Shopify app to your Gladly instance.

Installation

Configure Shopify app in the Apps page. Settings → Apps.
In the app's configuration, enter your store's subdomain (the unique portion before .myshopify.com) and optionally adjust the Orders Limit (default 40).
Complete the OAuth authorization – sign in to your Shopify store and approve the requested permissions.

Upgrade the Shopify app to v5

If you're upgrading from an earlier version of the Shopify app, re-authorize the app after upgrading
Version 5 requests additional Shopify permissions, and existing installations must grant them before the new actions work.

Version 5 is where all new Shopify capabilities land – refunds, replacement orders, deep order details, inventory, and everything that follows. We encourage every installation to move to v5. Upgrading takes one re-authorization plus a review of the configurations listed below. Review the following steps to upgrade the Shopify app to v5.

Re-authorize the app. v5 requests additional Shopify permissions. You will need to:
1. Configure the new Shopify V5 app from the App's admin page (in Gladly)
2. Authorize the app and approve the updated permissions
  Shopify v4 and v5 actions can run in parallel
Update Guides that reference changed actions. A few actions were rebuilt in v5, and a Guide configured against the old shapes needs a one-time update. Be sure to review any Guide that uses the following actions, and revise them as necessary:
1. lookupOrderByOrderNum and the orders data pull
  1. These now return a slimmer order, built for quickly finding and identifying orders: line items carry a compact product and variant reference, and order-level detail like transactions, billing address, and fulfillments is no longer included. When a Guide needs the full picture – shipment tracking, returns, refunds, per-item lifecycle – it should follow up with the new orderByIdentifier action, passing the order ID the lookup returned.
2. lookupOrdersByEmail
3. suggestedRefund
  1. The inputs changed: it now previews the whole order by default (or specific line items for a partial refund), and it requires an explicit choice on whether to refund shipping – it's no longer assumed. Issue the previewed refund with the new refundOrder action.
4. cancelOrder
  1. The yes/no refund toggle became a structured refund choice: original payment method, store credit (with optional expiration), or omit it for no refund.
5. updateShippingAddress
  1. The response now returns the order and its updated address only; legacy address fields were dropped.
Review Rules against the streamlined order data. Order lookups return a leaner shape – each line item carries a compact product and variant reference, and rarely-used fields (transactions, billing address, fulfillment details) have moved to orderByIdentifier. If a Rule references a removed field, point it at the new shape or fetch the detail through orderByIdentifier.

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