---
title: "What's new"
slug: "what-s-new"
updated: 2026-09-14T14:01:24Z
published: 2026-09-14T14:01:24Z
canonical: "help.gladly.com/what-s-new"
stale: true
---

> ## 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.

# What's new

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](/product-docs/docs/what-s-new#upgrading-from-version-4-to-version-5)

## 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.