We are constantly making improvements to our Shopify app. Below you can find the latest changes. Minor improvements across major version (e.g. v5) are done automatically and there is nothing for you to do. However if you'd like to move from v4 to v5 you will need to configure the new Shopify app and update existing Guides. Reach out to Gladly Support if you need help. See What's new in Shopify v5
Newest changes to Shopify V5 (August 18, 2026)
This release gives Gladly AI a far richer view of every order and Customer, so
it can resolve more money, return, and reorder questions on its own.
New
- Get Files. Gladly AI can now retrieve a file attached to an order or
product — an image, or a document such as a return label PDF — and share it as
a link a team member or Customer can open.
Improved
- A complete money picture on every order. Gladly AI now sees what the
Customer paid, what's already been refunded, and what's still outstanding,
alongside shipping charges and import duties — so it can answer "what am I
owed?" straight from a Customer's order list. Every amount comes in both your
store's currency and the currency the Customer was billed in, so answers stay
accurate for international Customers. - More context on every order. Return status (so an in-progress return is
visible without opening the order), recognition of subscription purchases, and
the app or sales channel each order came through. - Richer Customer insight. Shopify's own segmentation of each Customer —
their predicted spend tier and RFM group — is now available for use in Rules,
so Conversations can be routed and prioritized by Customer value.
Fixes
- Order lookup by email. Fixed a bug where email addresses containing a
hyphen returned no orders.
What's new in Shopify v5
Version 4 could look up orders, update order tags and notes, and send invoices.
Version 5 turns the Shopify app into a way to resolve order issues end to end —
refunds, cancellations, replacements, reorders, and discounts — all in a
Conversation with Gladly AI.
- Issue refunds, start to finish. Preview a refund first — the whole order
or specific items, with or without shipping, to the original payment method or
to store credit — confirm the amount with the Customer, then issue it. - Cancel orders with full refund control. Refund to the original payment
method, to store credit (optionally time-limited), or issue no refund —
whatever the situation calls for. - Create replacement and new orders. Build an order on a Customer's behalf;
a 100% discount makes a $0 replacement for a damaged delivery. Or email the
Customer a Shopify checkout link to pay for a new order themselves. - Reorder a past purchase. Duplicate a previous order into a new draft, with
live stock checks so out-of-stock items are visible before you promise them. - Make it right with a one-time discount. Issue a single-use, amount-off
discount code for one Customer, applied to the whole order or narrowed to
specific collections, products, or variants. - Check live inventory before promising a replacement or reorder — what's in
stock, how many are left, and whether the Customer can buy it online. - Deep-dive into any order — every line item's lifecycle, fulfillments with
tracking and carrier delivery estimates, the delivery promise made at
checkout, returns, and refunds. - Retrieve files attached to orders and products, such as a return label PDF
or a product image. - Richer Customer and order context feeding Gladly AI and Rules, so
Conversations start already knowing the Customer and their orders.