Working with Shopify Actions

Give your Support heroes a true command center for getting work done without jumping back and forth between Shopify and Gladly. If you’re using Gladly’s integration with Shopify, Agents can now cancel orders, initiate order refunds, and issue discounts in Gladly.

With Gladly Actions, you can:

  • Cancel and refund an order
  • Refund an order
  • Create a discount code

Actions Overview

  1. A Customer's profile in Gladly is linked to the Shopify customer profile.
  2. Every time an Agent views the Customer's profile in Gladly, all of the latest Customer information is automatically retrieved from Shopify, including available Actions.
  3. Gladly displays the Actions as buttons in the Orders card in the Customer's profile, menu selections in the Gladly Plus Sign, or both.
  4. When an Agent selects an Action, Gladly instructs Shopify to perform the Action.
  5. When the Action has been successfully completed, the Customer's profile information and available actions are refreshed.
  6. A summary of the Action performed is logged to the Customer's timeline.

Setting up Actions

To enable the Actions, you'll need to give additional Shopify permissions to Gladly:

If you're enabling all three actions, permissions for Gladly–known as the "private Gladly app" in Shopify–should look like this:

Working with Actions

Canceling an Order

  • Display: “Cancel Order” button with the Orders card
  • Availability:

  • Input: Cancellation reason (required)
  • Outcome: Cancels the entire order, refunds the total amount available to refund, and posts to the Customer's Gladly timeline upon success
  • Notes:
    • Will not restock items in Shopify
    • Always refunds the full amount, including shipping fees
    • This Action refunds the remaining balance for partially paid orders
    • Option to notify the Customer

Refunding an Order

  • Display: “Refund Order” button with the Orders card
  • Availability:

  • Input: Reason (required)
  • Outcome: Refunds the total amount available to refund and posts to the Customer's Gladly timeline upon success
  • Notes:
    • Will not restock items in Shopify
    • Always refunds the full amount, including shipping fees
    • Option to notify the Customer

Creating a Discount Code

  • Display: Menu selection in the Gladly Plus Sign
  • Availability: Any Customer that is linked to a Shopify instance
  • Input:
    • Discount Code: Code for the Customer to use to apply the discount (required)
    • Type: Fixed amount or percentage (required)
    • Value: Fixed or percentage amount (required)
      • Ex: If "Fixed" is chosen, then 30 denotes $30. If "Percent" is chosen, 30 denotes 30%.
    • Applies To: Select a single collection that the discount applies to or select "All Collections" (required)
    • Expiration: 1, 3, 6, or 9 months or "Does not expire" (required)
  • Outcome: Creates a discount code and posts to the Customer's Gladly timeline upon success
  • Notes:
    • Discount codes are one time use only
    • Discount codes apply only to line items, not to shipping costs
    • Code must be unique
    • Discount codes cannot be applied to multiple collections, it must be one or all

Constraints

  • Permissions granted to the private Gladly app in Shopify determine the Actions available to your Agents
  • All Agents can perform all Actions
  • Actions are only available for Customers that are linked to Shopify
  • Actions will time out if not completed within 15 seconds
  • Shopify will apply its business rules prior to executing each Action
  • Gladly will display errors returned by Shopify but not your downstream systems connected to Shopify (e.g. fulfillment and inventory management)

To enable Shopify Actions for your team or request Gladly to add a new Shopify Action, please reach out to your Gladly Customer Success Manager.